Sr Manager; Enterprise Systems

Location, Remote US About the department
The IT Business Systems Team at Cloudflare is a crucial pillar of the CIO Organization. It operates our enterprise systems end-to-end, ensuring seamless integration and process cohesiveness across all functional business areas. This team's efforts are vital to maintaining the efficiency and effectiveness of our operations, driving innovation, and supporting the company's overall strategic objectives. Through their expertise and dedication, they enable Cloudflare to deliver robust and scalable solutions that meet the evolving needs of our business and customers.
What you'll do
As a Senior Manager within the Enterprise Applications department in IT, you will be primarily responsible for driving the technical CRM strategy & delivery for our Customer Support & Customer Success business teams. You will oversee the deployment process and ensure alignment with identified business goals and metrics. Your role involves providing structure and leadership to business processes and technical solutions, overseeing project delivery, and ensuring internal stakeholder satisfaction.
Strategic Leadership:

• Develop and drive the technical CRM Support and Success strategy to meet business goals and metrics.
• Oversee the deployment process, ensuring timely and successful implementation of CRM solutions.
• Provide leadership and structure to business processes and technical solutions, ensuring alignment with organizational objectives.
• Manage multiple competing priorities through effective organization and communication.

Project Management:

• Lead cross-functional technical projects working with various teams including Growth, Support, Success, and other IT teams.
• Own the solution delivery of IT project roadmap and ensure the development team is organized to execute effectively in support of Customer Support & Customer Success.
• Oversee the life cycle of changes to business systems and processes, and prepare detailed status reports for executive management.
• Work with internal business users to demonstrate system changes and ensure all relevant business needs are addressed.

Continuous Improvement:

• Continually improve our use of Salesforce by automating processes, identifying areas for improvement, and enabling the support and success organizations for hyper-growth.
• Recommend and institute business analysis best practices, tools, and methodologies to drive standardization and efficiency.

Team Leadership:

• Hire, develop, and lead an inclusive, engaged, and high-performing team.
• Provide structure and guidance to business processes and technical solutions.
• Ensure high levels of internal stakeholder satisfaction by effectively addressing needs and concerns.

Problem-Solving and Decision-Making:

• Proactively identify and resolve problems, making challenging decisions as needed.
• Demonstrate strong problem-solving skills with the ability to make challenging decisions.

Examples of desirable skills, knowledge and experience

• Bachelor's Degree or higher in a technology-related field or relevant experience in implementing business systems.
• Minimum 10+ years of leadership experience in CRM functional areas leading a technical delivery team.
• Minimum 5 years' experience with Salesforce Service Cloud supporting 500+ users as their primary CRM, including optimizing user experience to reduce overall support/service process friction.
• Deep understanding of support, service/success systems and how they're best integrated with Salesforce (e.g., Salesforce CRM, Gainsight, Impartner, Zoom Phone, etc.).
• Demonstrated ability to deliver on Salesforce project requirements and lead operations support, by working with development, integration, and admin teams.
• Experience implementing and managing large Salesforce projects such as Service Cloud implementation, integration, and scaling lead routing, and sales forecasting solutions.
• Experience in building strong working relationships with business partners, application users, project managers, internal IT teams, and external application consultants.
• Experience with sensitive data and creating systems that meet the security and compliance needs that come with the management/ownership of sensitive data.
• Highly organized, results-driven, with exceptional attention to detail and great end-to-end program management.
• Ability to understand and represent the needs of the end user in a software development environment.
• Experienced in implementing and sustaining best-of-breed SaaS application implementations in an enterprise environment.
• Strong consultative and advisory skills.
• Excellent written and verbal communication skills.
• Experience in working with both internal and system integrator teams for development.
• Proficiency with Jira and Google Suite.
• Experience in supporting internal and external auditors with SOX ITGC, SOD.

This position requires an experienced manager who can lead others, drive results, and ensure the successful delivery of technical solutions within the Enterprise Systems department. If you are a strategic thinker with a proven track record in CRM support and service/success strategies, we encourage you to apply.
Compensation
Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $191,000 - $233,000
• For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $214,000 - $262,000
• For Bay Area-based hires: Estimated annual salary of $225,000 - $275,000

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave