East Penn is a stable, essential employer.

At East Penn, our employees are our culture; our employees will always be the heart of the company.  We are a private, family-owned enterprise committed to cultivating an atmosphere that honors the contributions of everyone.  We want our employees to have long-term careers, and many do.  More than 38% of our workforce has over a decade of service.  Our open-door management policy, comprehensive benefits package, employee appreciation and recognition events, and career advancement opportunities are just some of the ways we show our employees how incredibly valued they are.

EOE/VEVRAA

The Customer Relationship Management (CRM) Platform Manager is responsible for managing and optimizing the CRM platform (Salesforce) and related applications. The role involves collaborating with business stakeholders, technical teams, and external vendors to design, develop, and implement solutions to meet business needs and align with company strategy.

• Manage the CRM platform and related applications, including administration, configuration, customization, integration, testing, deployment, and documentation.
• Lead and coordinate the development and delivery of CRM projects, enhancements, and releases, following East Penn project management methodology and best practices.
• Work with business stakeholders to develop detailed functional requirements, including use cases and user stories.
• Assess the impact of new requirements on the platform and all upstream and downstream applications, systems and processes.
• Advocate designs with minimal customization/coding by leveraging robust “out of the box” configuration features.
• Design User Acceptance Testing and end user training programs. Oversee and participate in their execution.
• Collaborate with Business Intelligence department to deliver reporting and analytics that align with company standards.
• Provide technical guidance and mentorship to CRM administrators and analysts.
• Manage backlog and assign workload to CRM team members.
• Serve as a key contributor in developing our CRM platform roadmap, providing vision and expertise.
• Manage the relationship with external vendors and partners, ensuring the quality and timeliness of their deliverables and services.
• Work closely with IT teams, data owners, etc. to integrate our CRM with other systems and processes.
• Ensure the adherence to both company and CRM governance framework, policies, and standards.
• Stay updated on the latest trends, technologies, and innovations in the CRM ecosystem. Evaluate and recommend new solutions and features that can add value to the business.
• Monitor and maintain system health, identifying and resolving issues as they arise.

Experience & Qualifications

• 5+ years of work experience in CRM system administration and analysis with a strong understanding of best practices.
• 2+ years of work experience being responsible for managing CRM platform operations, including the team of administrators, analysts, etc. required to do so.
• Previous work experience developing detailed business & functional requirements.
• Previous work experience coordinating and conducting User Acceptance Testing and end user training.
• Previous work experience designing and implementing CRM workflows.
• Previous work experience integrating CRM platforms with other systems, using middleware.
• Previous work experience working in an agile DevOps environment is preferred.
• Previous work experience in project management is preferred.

Education/Certification

• Bachelor’s degree in Computer Science, Information Systems or related field.
• Equivalent level of education, training and experience may be considered.
• CRM administrator certification. Additional CRM certifications are preferred.

Competencies & Skills

Required Competencies:

• Software:  Salesforce, Salesforce Sales Cloud, MS Office 365 suite including Project & Visio.
• Hardware:  PC, iPhone, iPad.

Required Skills:

• Excellent verbal and electronic communication skills among all levels of the organization.
• Comfortable working at both tactical and strategic levels.
• Strong management tendencies - projects and people.
• Skillful in the development and execution of training curricula.
• Aptitude for identifying business problems and providing solutions.

• Agenda preparation and leading efficient and effective meetings when needed.

• Proficient in multi-tasking.
• Detail oriented.
• Above average data analytics competency.
• Professional appearance and conduct.
• Willingness to coach and be coached.
• Self-motivated and goal oriented.
• Strong in both independent and team atmospheres.
• Adept at supporting the culture and heritage of our company.

East Penn offers excellent benefits:

• Competitive compensation
• Group health insurance that includes high quality medical, dental, vision and prescription coverage with a low employee premium
• Retirement Savings Plan with company match and a 3% employer contribution
• 9 paid company holidays, 2 paid personal holidays, and 10 paid vacation days annually
• Employee assistance program
• Fitness Discounts
• Promotional opportunities