Manager, Business Applications (Salesforce)

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events.

Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado’s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.

Position Overview

Intrado is seeking an experienced Manager for our Salesforce Application Team to lead the configuration, optimization, and integration of Salesforce CRM within Intrado's Harmony Architecture. This role will oversee the team responsible for aligning Salesforce with current and future business processes, ensuring seamless data flow between master and transactional data sources, and supporting integrations with systems such as Microsoft D365 F&O and ServiceNow. The ideal candidate will drive AI-enabled enhancements, enforce data governance, and foster agile workflows to empower users across the organization. This position requires a strategic leader who can balance technical expertise with team management, stakeholder collaboration, and forward-thinking process improvements to support business growth.

Key Responsibilities

• Build and manage a Salesforce systems analysts team in configuring and customizing Salesforce to meet evolving business needs
• Collaborate with cross-functional teams (e.g., Finance, Operations, HR) to map business processes to Salesforce functionalities, ensuring support for workflows in areas like customer management, billing, revenue, and case handling
• Oversee integrations between Salesforce and other Harmony components
• Drive user training, onboarding, and documentation to promote system adoption and self-service support.
• Partner with vendors, consultants, and Salesforce account representatives to manage ongoing support, licensing, and system improvements.
• Drive continuous improvement initiatives, incorporating AI enablement and data governance to enhance Salesforce capabilities

• Manage project timelines, budgets, and resources for Salesforce-related initiatives
• Monitor system performance, security, and compliance, implementing best practices for data integrity and user empowerment

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field
  • Equivalent work experience in a similar position may be substituted for educational requirements.
• 5+ years of experience in business applications management or enterprise systems support.
• 2+ years of hands-on experience with Salesforce administration or management in a business or IT environment.
• Proven experience leading support for a newly implemented enterprise system (preferred).
• Proven experience in enterprise architecture integrations

Skills and Competencies

• Leadership: Ability to inspire and develop team members while driving results
• Technical Acumen: Deep knowledge of Salesforce configuration, Apex, Lightning, and integration patterns (e.g., API, middleware)
• Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, Platform App Builder) strongly preferred.
• Communication: Excellent verbal and written skills for stakeholder engagement
• Problem-Solving: Proactive approach to identifying and resolving process gaps
• Adaptability: Comfortable in a dynamic environment with evolving business needs