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Responsibilities (key activities and decisions for which role is responsible)
● Stakeholder Collaboration: Work closely with Sales, Customer Support and related
teams, in collaboration with the existing Salesforce delivery team, as well as IT,
product development, and external vendors, to gather requirements, define project
scopes, and ensure successful solution delivery.
● Alignment with Enterprise Strategy: Collaborate with the existing Salesforce
delivery team to ensure the Salesforce data architecture incorporates the needed
data sources to support insights for workflows; in alignment to the enterprise data
architecture strategy, including SAP the data platform and other data sources
● Understanding Business Needs: Support the existing Salesforce delivery team as
they analyze the requirements, workflows, and pain points of Sales, Customer
Support and related teams, and identify areas for improvement; and translate them
into clear, concise technical specifications, including functional requirements, user
stories, and process flows.
● Ensure Business Alignment: Collaborate with the existing Salesforce delivery
team as they act as the guardian of business requirements, ensuring that the
technical team delivers solutions (including configurations and custom development)
that solve business problems and are aligned with overall objectives. This includes
validating solutions against the original requirements.
● Business Process Analysis: Understand Sales, and Customer Support business
processes and requirements related to technology and associated solutions.
● Measuring Solution Effectiveness and Iteration: Establish metrics and feedback
mechanisms to track the effectiveness of implemented technology solutions for
Sales, and Customer Support, including successful implementation, improved
efficiency, increased collaboration, and stakeholder satisfaction; continuously analyze
data and adjust solutions to optimize their impact.
● Solution Design & Architecture: Support the existing Salesforce delivery team in
the design and architecture of solutions that address the specific needs of Sales
(e.g., CRM), while ensuring integration and alignment across these areas. This
includes staying abreast of the Salesforce product roadmap and determining the

implication on current functionality, including determining whether there is tech debt
on the work list that gets complicated with new features.
● Commercial Support: Collaborate with the existing Salesforce delivery team to
optimising the consumption model for salesforce commercially aligned to the data
architecture
● Bridge the Communication Gap: Act as an "interpreter" between business and
technical teams, facilitating meetings and discussions to ensure clear communication
and minimize misunderstandings.
● Manage Expectations: Communicate the feasibility and timelines of technical
solutions to the business, and convey business priorities to the technical team,
preventing unrealistic expectations and keeping projects on track.
● Drive Automation: Identify opportunities for automation within Sales, and
Customer Support processes to improve efficiency and productivity.
● Testing Strategy Development: Support the existing Salesforce delivery team as
they develop a testing strategy for the end-to-end solutions, including unit testing,
integration testing, user acceptance testing, and potentially performance testing.
Define test cases, test data, and acceptance criteria.
● Operating Model for systems: Support the existing Salesforce delivery team as
they create and implement a comprehensive operating model, defining roles,
responsibilities, processes, and metrics to ensure effective systems management
that aligns with the strategy.
● Prioritization: Evaluate the relative value of Sales, and Customer Support
technology initiatives by evaluating against a set of developed criteria; and ensuring
that potential conflicts in priorities with stakeholder groups are discussed, evaluated
and agreed collaboratively with the existing Salesforce delivery team.
● Data Quality Management: Collaborate with relevant teams to define and monitor
data quality metrics for Sales, and Customer Support systems, identify and address
data quality issues, and implement data cleansing and enrichment initiatives.
● Data Security and Privacy: Support the existing Salesforce delivery team as they
collaborate with the Privacy team to ensure compliance with data security and
privacy regulations (e.g., GDPR, CCPA) for Sales, and Customer Support data,
implement data access controls, and protect sensitive data.
● Change and Release Management: Support the existing Salesforce delivery team
as they lead systems change and Release management initiatives for Sales, and
Customer Support solutions, promoting awareness and adoption across the relevant
teams in the organization.
● Continuous Learning & Development: Staying current with industry trends;
knowledge sharing; professional development.

Excellent communication, collaboration, and stakeholder management skills.
● Ability to work effectively with cross-functional teams and influence stakeholders.
● High levels of energy, conscientiousness, rapport building, resiliency, inventiveness,
and curiosity.
● 10+ years of experience in Systems, including a significant portion (e.g., 5+ years)
as an Enterprise or Solution Architect or similar role, with a strong focus on Sales,
and Customer Support systems and processes.
● 5+ years of experience in a leadership role, managing and mentoring teams.
● Functional and technical strategic thought leadership.
● Hands on experience with complex and large-scale Salesforce project
implementations.
● Ability to see our portfolio with both a deep and broad perspective.
● Expert knowledge in all aspects of designing, developing, consulting, leading and
managing broader Salesforce and related ecosystem initiatives.
● Strong project management skills, with experience in leading complex transformation
projects.
● Experience in change management and user training for systems implementations.
● Excellent communication and stakeholder management skills, with the ability to
bridge the gap between business and IT.
● Experience in working with global teams and managing diverse stakeholder groups.
● Experience in a regulated industry is a plus.
● Ability to evaluate and manage relationships with technology vendors, including
understanding contractual terms, service-level agreements (SLAs), and negotiation
skills.

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