To lead Salesforce strategy and execution across business functions by coordinating with third-party implementation partners, ensuring timely and high-quality project delivery, and acting as a bridge between business stakeholders and technical teams. This role will drive business process automation, enhance customer engagement, and ensure Salesforce solutions deliver measurable value.

Key Responsibilities :

Project Management & Delivery :

- Lead end-to-end Salesforce project lifecycle including planning, requirement gathering, design, development oversight, testing, deployment, and post-go-live support.

- Ensure all Salesforce projects are delivered on time, within scope, and within budget.

- Monitor and track project performance using defined KPIs, taking corrective action as necessary.

Business Coordination & Requirement Management :

- Serve as the primary liaison between business stakeholders (Sales, Marketing, Service, Operations, Finance) and the technical team/vendor.

- Conduct requirement workshops, gather functional specifications, and translate them into technical deliverables.

- Ensure business requirements are fully met through effective validation and user acceptance testing (UAT).

Vendor & Stakeholder Management :

- Manage third-party Salesforce vendors and system integrators, ensuring adherence to SLAs, project timelines, and quality standards.

- Review and validate vendor proposals, solutions, and deliverables.

- Conduct regular governance meetings with vendors and internal stakeholders.

Quality Assurance & Compliance :

- Ensure all Salesforce configurations, customizations, and integrations adhere to best practices and organizational standards.

- Implement robust testing frameworks (unit, integration, and UAT) to maintain quality.

- Ensure data integrity, system performance, and regulatory compliance are upheld.

Process Optimization & Innovation :

- Identify business process improvement opportunities and drive CRM innovation through Salesforce capabilities such as Sales Cloud, Service Cloud, Marketing Cloud, CPQ, and integrations.

- Recommend and implement enhancements based on analytics, user feedback, and emerging Salesforce features.

Team Leadership & Enablement :

- Guide cross-functional teams and junior Salesforce administrators/analysts.

- Promote user adoption through effective training, change management, and continuous engagement.

Required Skills & Competencies :

- Strong command of Salesforce functionalities, configurations, and integrations.

- Hands-on expertise in modules such as Sales Cloud, Service Cloud, Marketing Cloud, or Experience Cloud.

- Proven experience in vendor management and project governance.

- Strong understanding of CRM processes : lead management, opportunity management, service case management, and customer lifecycle.

- Excellent stakeholder engagement, communication, and presentation skills.

- Ability to translate business needs into Salesforce solutions.

- Knowledge of Agile/Waterfall methodologies and project management tools.

Qualifications & Experience :

- Bachelors or Masters degree in Information Technology, Computer Science, Business Management, or related field.

- 8- 12 years of experience in Salesforce CRM management, with at least 3- 5 years in a leadership or senior managerial role.

- Salesforce certifications such as Salesforce Administrator (ADM 201), Platform App Builder, Sales/Service Cloud Consultant preferred.

- Experience in managing third-party vendors and external implementation teams is essential.

- Experience in manufacturing, FMCG, services, or B2B industries is an added advantage.

Key Performance Indicators (KPIs) :

- Timely completion of Salesforce projects and change requests.

- Business satisfaction and user adoption rates.

- Vendor performance against SLAs.

- Reduction in CRM process cycle times.

- Quality of project delivery (minimal defects post go-live).

- ROI and measurable impact from Salesforce initiatives.

Personal Attributes :

- Strategic mindset with execution excellence.

- Strong leadership and problem-solving abilities.

- High accountability and ownership.

- Ability to manage multiple priorities in a dynamic environment.

- Excellent facilitation and interpersonal skills.

Conclusion :

This role is pivotal in driving CRM excellence and digital transformation using Salesforce as a strategic platform. The Senior Salesforce Manager will be the key orchestrator between business and technology, ensuring impactful and scalable CRM solutions.