Digital Adoption Manager

All WAYSTONE employees are expected to demonstrate our core competencies as outlined below. The Salesforce Project Manager has unique requirements and duties; however, these responsibilities are to be executed within the organization’s framework of core values. WAYSTONE expects all employees to be high performing, self-motivated, learners and leaders.

Summary: Reporting to the Chief Digital Officer, the Salesforce Project Manager will be an integral part of the Digital Services team’s success. The Salesforce Project Manager will perform a hands-on role working with internal and external stakeholders, leading optimal adoption of our enterprise digital toolkit, with particular emphasis on our strategic CRM platform: Salesforce.

This is an exciting opportunity for a dynamic individual to apply their valuable experience in a fast-paced growing global organisation, and contribute to the digital landscape of this company, strengthening our business and clients experience as we rapidly scale.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build and maintain relationships with key business stakeholders globally, through their journey with Salesforce and other digital products.
• Own project delivery for Salesforce and integrated platforms, and champion greater utilisation of our digital toolkit across the organization to drive out continuous improvement and adoption.
• Advocate for business stakeholders, collaborating with delivery teams to drive continuous customer-centric enhancements and improvements, that align to priorities of the company and our clients.
• Participate in and foster the CRM community, keeping users up to date on enhanced features and functionality.
• Liaise with delivery team on upcoming changes and user feedback received.
• Execute and continuously optimize the agreed strategy for the on-going adoption of Salesforce.
• Coordinate and conduct training on all aspects of the Salesforce platform.
• Prepare formal documentation, training materials, campaigns and support continuous knowledge sharing artefacts like procedures, FAQs and business tips.
• Work with Salesforce to understand best practice approaches, methods and metrics; and apply them inhouse.
• Ensure operational stability by establishing and continually improving both delivery and support processes.
• Generate, analyse and report on operational metrics to provide an understanding of the current status of the production environment and to identify the best opportunities for improvement.
• Support the test function with knowledge that aids test preparation and execution.
• Manage change projects from concept to launch.
• Develop strategies and direct teams ensuring project deliverables are completed within agreed cost, timescale and resource budgets, and are signed off.
• Manage vendor relationships from operational service delivery as well as strategic partnerships.

Experience:

• 5+ years of progressive experience with Salesforce (certified) and similar cloud-based CRM platforms from delivery and management perspective globally, ideally within highly regulated financial services.
• Exceptional leadership and mentorship abilities to introduce and implement cross functional initiatives in a collaborative manner and resolve complex challenges.
• Understanding of CRM project delivery lifecycle (agile and waterfall).
• Experience with change governance and release processes in Salesforce.
• Excellent interpersonal, communications and relationship management skills.
• Ability to work with globally-dispersed stakeholders.
• Demonstrable experience in fast paced environment with speed to market and attention to detail.
• Experience of managing 3rd party software vendors.
• Proven track record of successful project delivery, utilizing various frameworks, tools and techniques.
• Extensive experience with all stages of the product development lifecycle (concept to launch).
• Strong knowledge of new and emerging technologies based on own area of expertise.
• Experience in advising clients and clearly communicating the benefits of implementing specific solutions and identifying areas to add value.
• A proven record in collaborating with stakeholders at all levels, in the conduct of investigations for strategy studies, business requirements specifications and feasibility studies.
• Advanced data analytical skills and outstanding problem-solving capabilities, particularly with loosely defined structure and scope.
• Demonstrable professional integrity and dedication to upholding the company’s high-quality standards and customer service focus.
• Proven adherence to legal and regulatory guidelines, and in-house policies and business ethics.
• Must be highly motivated, self-driven, proactive and seek continuous learning opportunities.

Skills:

• Obsessed with customer-experience.
• Excellent stakeholder management and client-facing skills, experience of influencing client decision making and direction, takes time to establish underlying needs of client beyond those initially expressed.
• Team work and emotional intelligence, with strong self-management and self-awareness – continuous performance is both a goal and a mind-set.
• Experience of introducing new concepts or strategies that significantly improve or revise the way business is done through to implementation.
• Excellent communication and presentations skills, maintains confidentiality, shares ideas and information, facilitates discussions and transfers knowledge to diverse audiences to achieve significant outcomes.
• Has an innovative approach – a bold thinker and doer, matching creativity with vigilance.

Qualifications:

• Bachelor’s Degree in Computer Science, Finance, Economics, Business Administration or equivalent work experience
• Project Management qualification or certification (PMP, Prince2, SCRUM)

What can we offer?

• A highly supportive team environment.
• Competitive salary and benefits.
• Summer Friday’s – an opportunity to take one half day off per month in the summer months.
• WFH policy.