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CRM Salesforce Manager

Requisition R080166 Market Cincinnati, OH Department SS I&T - Digital Solutions Shift Days Schedule Full-time

Thank you for considering a career at Bon Secours Mercy Health!

Reports to Title: Director, Software Engineering and Operations

# of Direct Reports: 5

Primary Function/General Purpose of Position

As part of the Digital Solutions team, the Salesforce Customer Relationship Management (CRM) Manager manages a team of salesforce engineers and administrators to efficiently maintain and enhance existing CRM systems as well as design and implement new CRM solutions. Additionally, the CRM Manager acts as primary liaison to the business and product owners for Salesforce development.

Essential Job Functions

  • Collaborates with the Product Manager and Salesforce team to design, plan, and execute the Salesforce roadmap.

  • Designs and maintains efficient processes to balance maintenance, business-as-usual, enhancements, and planning.

  • Clearly communicates Salesforce capabilities and limitations to customers and leadership.

  • Utilizes development methodologies and DevOps tools.

  • Effectively works within an interdisciplinary team of developers, architects, testers, users and stake holders.

  • Performs rapid analysis and decomposition of complex business information into technical process components.

  • Demonstrates excellence in understanding complex business processes. Applies scenarios to Salesforce "Story-lines" and makes business process modification suggestions to align with Salesforce best practices.

  • Identifies customer process pain points and gaps in best practices.

  • Takes the lead role in developing comprehensive functional specification documents, process flow diagrams, configuration details, use cases, test conditions, test scripts, and training documentation utilizing technical writing.

  • Participates in business process modeling, User Experience modeling and basic technical architecture diagramming.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.


Salesforce Administrator Certification (required)


Bachelors, Business/Computer Science/Information Systems/related field (required)

Masters, Business/Computer Science/Information Systems/related field (preferred)

Work Experience

5 years experience managing a team of technical resources on full-lifecycle Salesforce (SFDC) implementations, with a strong expertise in at least two if the following areas/modules: Sales Cloud, Service Cloud, Health Cloud (required)

Experience with Apex, Lightning Components, Lightning Web Components, Orchestration/DevOps tools (Copado, OwnBackup), or change management (preferred)

Project management experience (preferred)


Not applicable to this position

Patient Population

Not applicable to this position

Working Conditions

Periods of high stress and fluctuating workloads may occur.

Long-distance or air travel as needed- not to exceed 10% travel.

General office environment.

May have periods of constant interruptions.

Required to car travel to off-site locations, occasionally in adverse weather conditions.

Other: This is an exempt position requiring hours of work that extend beyond the traditional work hours, including evenings and weekends.

Physical Requirements

Physical Demands

Lifting/ Carrying (0-50 lbs.) 1-33%           

Lifting/ Carrying (50-100 lbs.)  1-33%   

Push/ Pull (0-50 lbs.)  1-33%           

Push/ Pull (50-100 lbs.) 1-33%         

Stoop, Kneel 1-33%             

Crawling 1-33%     

Climbing 1-33%        

Balance 1-33%           

Bending 1-33%          

Work Position

Sitting 67-100%       

Walking 1-33%       

Standing 1-33%        

Additional Physical Requirements/Hazards

Physical Requirements

Manual dexterity (eye/hand coordination)


Not applicable to this position.                          


Release management

Agile concepts and how to apply them in a hybrid environment

Salesforce Sales Cloud, Service Cloud, and Health Cloud

Project Management

Software development lifecycle

Change Management

Leading Technology/Development projects

Apex, Lightning Components, Lightning Web Components

Orchestration/Devops tools (Copado, OwnBackup)

Time Management

Goal Accomplishment

Group facilitation


Conflict Resolution

Strong Communication and Interpersonal skills

Ability to collaborate and communicate with multidisciplinary teams

Creative thinking

Decision making

Relationship building

Ability to prioritize competing demands

Bon Secours Mercy Healthis an equal opportunity employer.

We’ll also reward your hard work with:

  • Comprehensive, affordable medical, dental and vision plans
  • Prescription drug coverage
  • Flexible spending accounts
  • Life insurance w/AD&D
  • An employer-matched 403(b) for those who qualify
  • Paid time off
  • Educational Assistance
  • And much more

Scheduled Weekly Hours:


Work Shift:



SS I&T - Digital Solutions

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at

Apply Now
Luis F., RN

I wanted to get into a career where I’m happy to go to work.

Luis F. Registered Nurse
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