Salesforce Technical Delivery Manager – Application Support and Delivery Services

The successful candidate will be experienced in leading and developing a support team within a managed services environment, particularly for Salesforce-based CRM Solutions.

Key Responsibilities
-    Resource Management: hiring, managing, coaching, mentoring, train/developing training plans, setting goals/objectives, encouraging collaboration for team on technical platforms, features and functions, and IQVIA product related industry business processes, individual performance, technical and skills development
-    Recommend, prioritize, and enforce compliance with SOPs, SLAs, systems, or tools needed for the team’s job function, using templates and technology to improve efficiency
-    Function as SME for team on salesforce.com administration and configuration, integration capabilities across product suites, real-world salesforce automation, base salesforce functionality, and industry business processes
-    Lead on support and service issues, strategy, and approach 
-    Remain aware of new product developments providing input and tactical direction to the business on customer service and support challenges 
-    Ensure high quality, up-to-date documentation exists for all service arrangements 
Prepare/engage/manage reporting of key team metrics, customer technical summaries, customer dashboards
Collaborate with internal and external stakeholders 
Propose creativity and innovative technical solutions to customer problems
-    Ability to articulate scalable CRM solutions to both business and technical stakeholders, including customer IQVIA development and product management teams
-    Define, organize, prioritize, and document new or changing customer CRM requirements, working with the customer’s business stakeholders
-    Work with team to gain agreement with the customer’s business stakeholders on prioritization of changes and proposed timing of change order request 
-    Proficiency in SFDC implementation and functionalities like cycle plan, call management, Sample management, Accounts management, Multichannel activities, Product management, Territory management, CLM management, Co-Browse and Approved Email etc.
-    Experience in developing Apex Classes, Apex Triggers, Batch Apex and Process Builder
-    Experience in large data migrations using SF Data Loader and Export/Import salesforce utilities.

Qualifications
-    Bachelor’s degree in computer science or equivalent degree required 
-    Master’s degree or equivalent preferred
-    At least 8 years of CRM experience preferably with SFDC-based CRM solutions, minimum 5 years working in Salesforce.com ecosystem
-    Strong knowledge of Life Science (Pharma) – Sales Business and Sales Operations Processes, Validation Processes
-    Previous experience leading and developing a support team in a managed service environment
-    Strong teamwork skills with the ability to work in a cross-functional, global team
-    Experience driving change initiatives in a service environment

-  SFDC Admin or PD1 certification required

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.