Description
SALESFORCE CLOUD LEAD WHAT IS THE OPPORTUNITY? The Salesforce CRM Platform team is comprised of three Salesforce Cloud Leads, respectively owning the Service Cloud, Sales Cloud & Marketing Cloud. Each Lead is a key member of the Salesforce CRM platform that is used as the strategic enterprise ecosystem at City National Bank. The Lead will function as the product owner for the respective cloud environment and functional lead over junior staff. This role will act as a fundamental bridge between the business and the technology teams and will focus on strategizing and prioritizing solutions that maximize cost structure, usability and customer satisfaction. This role will be responsible for translating business needs into technical requirements, creating focus for delivery teams', supervising members on the team and stakeholder management.This person will coordinate with the Salesforce Platform Manager and Salesforce Technical Manager to determine the overall strategy and roadmap of the respective Salesforce Cloud and strategic implementation within the Salesforce CRM tool as a whole. It is expected that the incumbent continuously pioneers and learns the latest features that are available in the respective Cloud environment with the intention to influence innovative and positive business solutions for stakeholders. Technical and analytical expertise are required to ensure that this candidate can optimally identify issues, evaluate solutions and ensure that development is prioritized while removing blockers.An appropriate balance of strategic vision, hands-on analytical work, strong leadership and team management is required to ensure that this candidate thrives while providing positive business impact and a strong value proposition to City National Bank. The candidate must be team-oriented and must possess the ability to provide transformational solutions in a space that garners emerging technologies. What you will do
- Manage and define respective Salesforce (Service; Sales; or Marketing) Cloud capabilities on the Salesforce platform.
- Focus on innovation while ensuring that the respective Cloud platform can scale with enterprise growth.
- Define and develop the roadmap for the respective Salesforce Cloud (1 Year - 5 Year)
- Assess business issues and creatively challenge traditional thinking with innovative solutions.
- Work with the product manager to groom features and facilitate user story development and delivery.
- Engage with business stakeholders and technical teams to translate business needs into technical requirements.
- Lead a small team of Business Analysts - Motivate team to continuously deliver, improve and increase work velocity.
- Continuously benchmark CNB's Service Cloud implementation - Participate in professional associations to stay informed of industry trends in order to lead strategic business direction.
- Engage with business stakeholders, including ultimate business users, benefactors and champions
- Solution and build campaigns using Salesforce Marketing Cloud's Journey Builder, Automation Studio, Email Studio, Web Studio, Contact Builder, and Marketing Cloud Connect
- Provide knowledge and documentation to creative and content teams to help drive results
- Serve as subject matter expert for all Marketing Cloud integrations
- Manage Sales Cloud and other data integrations with Marketing Cloud to ensure seamless automation
- Design and build effective reports and dashboards with clear messages to support campaign performance and identify optimization opportunities
- Perform A/B tests and report back to business to maximize results
- Serve as subject matter expert in email marketing and development
- Review existing marketing efforts across the business and present new ideas where appropriate
- Implement lead scoring practices to enable higher conversions of qualified leads
- Serve as the administrator for Salesforce Marketing Cloud and all business units
- Segment audiences and use personalization to optimize campaigns to increase conversions
- Report on all marketing automation efforts and make changes when necessary
- Collaborate with teams throughout the organization to ensure campaigns are performing with efficiency and staying on track to meet goals
Must-Have*
- Minimum of 5 years of experience as a technology professional.
- Minimum of 5 years of experience with Salesforce within specific Cloud (Service; Sales or Marketing) depending on assigned cloud ownership.
- Minimum of 5 years of experience with Agile teams and delivery.
- Minimum 5 years of experience in the Financial Services industry
- Certification - Salesforce Certified Administrator
- Salesforce.com Certifications in areas appropriate to the role (e.g., Admin, Solution Architect, etc.)
Skills and Knowledge
- Exceptional organizational skills with the ability to manage multiple projects and teams with competing priorities
- Excellent interpersonal skills. Including a strong ability to create positive and professional business relationships with internal business groups and technology groups.
- Strong, proven problem-solving skills with the ability to quickly analyze the most expedient method to recover business operations
- Certification - Salesforce Certified Platform App Builder
- Certification - Salesforce Certified Service Cloud Consultant
- Ability to understand business problems and bridge with technology capabilities
- Exposure to banking or equivalent highly controlled technology environment is preferred
- Strong commitment to working with immediate and other internal teams.
- Expert level understanding of Salesforce, including Sales Cloud, Service Cloud and Marketing Cloud
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks. ABOUT CITY NATIONAL
City National Bank, a subsidiary of Royal Bank of Canada, is the largest bank headquartered in Los Angeles with $92.03 billion in assets as of April 30, 2024. Founded in 1954, City National provides personalized banking, investment and trust services in select markets including Los Angeles, Orange County, San Diego, the San Francisco Bay Area, New York City, Nashville, Atlanta, Delaware, Las Vegas, Washington D.C. and Miami.* In addition, the company and its investment affiliates manage or administer $96.83 billion in client investment assets. City National is dedicated to strengthening communities, and in 2023 alone, the company made more than $11 million in charitable contributions to nonprofits that support the communities it serves.
*City National Bank does business in Miami and the state of Florida as CN Bank.
For more information about City National, visit cnb.com. EQUAL OPPORTUNITY EMPLOYER & REASONABLE ACCOMMODATION
City National Bank is an equal opportunity employer committed to promoting and maintaining a diverse, equitable and inclusive working environment where differences are valued and encouraged. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by the laws or regulations in the locations where we operate or in our Code of Conduct. READ MORE
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for any part of the employment process. Please contact us via email or leave a message at (213) 673-9139. These contact methods are dedicated to applicants whose disability prevents them from successfully applying online. Only messages left for this purpose will be returned. Responses may take up to two business days.
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