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Salesforce CRM Team Lead


Lowell - Massachusetts - USA


Information Technology

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The IT organization is looking to add a Team Lead for the CRM team. The ideal candidate has global experience and will ensure that business analysts are following the proper procedures for managing their change requests.

As key member of the dedicated IT Team, the Salesforce Team Lead will have the following responsibilities:

•Responsible for reviewing and assigning incidents to CRM business analysts on a daily basis
•Responsible for managing Kronos' Salesforce CRM enhancement request and change request processes which include: reviewing incoming enhancement requests, working with IT and business stakeholders to prioritize requests, converting enhancement requests into change requests, assigning change requests to appropriate business analysts, and providing guidance and support to business analysts where needed
•Extensive experience creating business requirement document (BRD), functional requirements, accurately translating business Requirements into system functionality requirements.
•Responsible for monthly enhancements/feature releases, road map, demand management, prioritization, capacity management, production support, change management
•Responsible for running prioritization meeting with business and can accurately estimate the cost and time to implement functional or Business unit level solutions
•Support the Salesforce Sales Cloud implementation lifecycle from design to deploy, user adoption and ongoing improvements and system administration
•Manages relationship with key business stakeholders and understands business priorities
•Lead and mentor new team members to bring them up to speed
•Support Project Managers in planning, execution and management of project deliverables and risks
•Work together with Technical staff to develop integration and migration requirements and custom extensions or functionality to existing business applications when needed
•Work closely with QA analysts and may perform functional, regression, unit, functional and user acceptance testing
•Manage Requests for Change adhering to Kronos’ change control process


•Minimum of 8-10 years of experience in business systems analysis
•5-8 years of global CRM experience, including understanding of the following processes: marketing, lead generation and management, contact management, account management, sales processes, etc.
•2-4 years of experience including Sales Cloud
•Strong understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders
•Strong organizational and analytical skills with attention to detail. Excellent written, verbal and presentation skills.
•Ability to accept and manage changing priorities and address issues quickly and professionally
•Strong preference towards experience with cloud based software solutions
-Strong project management skills
•Experience integrating Salesforce with Oracle EBS and EDW is a plus
•Experience with ServiceNow or a similar ITSM tool is a plus
•Experience leading a team of 2 to 4 business analysts is a plus
•Certified Administrator (ADM-201) or Advanced Administrator (ADM-211) is preferred


Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.