CRM Sr Manager leading strategic customer relations and teams at GHFLY. Overseeing data - driven strategies and global client operations in a hybrid work model.
About the role
- Lead Domain Architect at Farmers Insurance driving technical strategy for service contact centers. Transforming operations and ensuring seamless customer support with AI-enabled servicing stack.
Responsibilities
- Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards.
- Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation.
- Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities.
- Create and maintain reference architectures, reusable patterns, and best practices for Salesforce Service Cloud(CRM) and Service Request Management (SRM) platforms.
- Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations.
- Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision.
- Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency.
- Serve as the lead technical authority for the Salesforce Service Cloud ecosystem.
- Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
- Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting.
- Design and oversee the integration architecture connecting Salesforce, SRM and other enterprise systems to create unified data flow and agent experience.
- Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understanding requirements and translating them into executable architectural designs.
- Serve as a trusted advisor to leadership on technology strategy, opportunities, and potential risks.
- Mentor developers and junior architects, promoting a culture of technical excellence and architectural discipline.
Requirements
- 6 years relevant experience in Domain Architecture required preferably in the delivery of single domain architecture solutions.
- 6+ years of experience in enterprise IT, with at least 4-5 years in a solution or domain architect role.
- Proven experience leading the architecture for complex, large-scale CRM or Contact Center as a Service Implementations.
- Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud or Google Contact Center.
- Proficient in Omni Channel customer communication strategy & architecture.
- Experience in the insurance or financial services industry preferred.
- Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing.
- Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions.
- Familiarity with enterprise architecture frameworks such as TOGAF.
- Expert knowledge of the Salesforce platform, including data models, integration patterns (APIs, middleware), security models, and governor limits.
- Expert in Omni Channel implementations, ex: Chat, SMS, IVR.
- Expert in Knowledge management solutions, Gen AI, NLP, AI Agent, RAG.
- Proven ability to design and architect complex integrations between disparate systems.
- Experience with architectural modeling and creating clear, concise design documentation.
Benefits
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Supports eCRM team with various channel optimization and newsletter management. Manages community growth on Facebook and develops customer club strategies.
Customer Success Manager connecting AI startup to rehabilitation clinics. Responsible for client management, integration projects, and fostering long - term relationships.
Customer Success Manager connecting an AI startup specializing in healthcare with rehabilitation clinics. Focus on client relationships, project management, and tailored solutions in a dynamic environment.
Looking for a Revenue Operations Analyst (HubSpot) to manage data quality and CRM usage for a global team. Collaborate to enhance sales and marketing processes and strategies.
Customer Success Manager ensuring exceptional onboarding and support to boost customer satisfaction at SaaS HR - Tech startup. Engaging with clients to enhance user adoption and upselling opportunities.
Customer Success Manager at Sylvera, focusing on client relationships in EMEA for carbon market engagement. Driving product adoption and supporting account growth with a mission - driven approach.
Location Success Manager managing and expanding client locations at flexible labor market platform. Combining relationship management and sales through data - driven advice while ensuring smooth operations.
CRM Specialist managing HubSpot for Kamino, a comprehensive financial management platform in Brazil. Focusing on innovative growth strategies and automated solutions.
Lead Customer Success Manager acting as a strategic partner for financial institutions in Australia. Driving engagement strategies to unlock value from data and tools across client organizations.