MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- 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 and Service Management (SRM/ITSM) 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, WINS, and other enterprise systems to create a unified data flow and agent experience.
- Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understand requirements and translate 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
- 8+ 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 ITSM platforms.
- Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud.
- Demonstrable experience with IT Service Management (ITSM) platforms (e.g., ServiceNow, Cherwell, BMC) and ITIL principles.
- Technical Skills: Expert knowledge of the Salesforce platform, including data models, integration patterns (APIs, middleware), security models, and governor limits.
- Strong understanding of ITSM/ITIL frameworks and the architecture of enterprise-grade service management tools.
- 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
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