Sr. Manager, Salesforce Service Delivery

WE ARE VERITONE 

Veritone (NASDAQ: VERI) designs human-centered AI solutions. Serving customers in the talent acquisition, media, entertainment and public sector industries, Veritone’s software and services empower individuals at the world’s largest and most recognizable brands to run more efficiently, accelerate decision making and increase profitability. Veritone’s leading enterprise AI platform, aiWARE™, orchestrates an ever-growing ecosystem of machine learning models, transforming data sources into actionable intelligence. By blending human expertise with AI technology, Veritone advances human potential to help organizations solve problems and achieve more than ever before, enhancing lives everywhere. To learn more, visit Veritone.com.

POSITION SUMMARY 

As the Sr. Manager of Salesforce Service Delivery you will be instrumental in the overall Business Operations, Enterprise Applications/Systems and internal Project Management at Veritone.  You will have the opportunity to spearhead many initiatives that ultimately increase visibility and insight into the performance of the organization; working cross-collaboratively amongst multiple teams and groups including Marketing, Sales, Product, Customer Success, and other key Business Units.  Reporting to the VP, Enterprise Applications; This will be a “hands-on” technical leader role (Salesforce) who promotes a customer-centric support and best in class service delivery culture with a player/coach approach to managing the team. 

WHAT YOU’LL DO 

• Be accountable (application owner) of Salesforce.com; responsible for resolving support tickets (break/fix, user permissions, etc) as well as delivering enhancements/solutions to accommodate small feature requests and projects.
• Lead the Salesforce service delivery team, which is composed of internal system administrators and developers and external contractors.
• Manage JIRA tickets assigned to the Salesforce service delivery team and ensure SLA are met.
• Architect and help execute our internal Salesforce.com related deployments.
• Provide strategic technical and architectural recommendations for the configuration of Salesforce.com.
• Gather and document requirements (functional and technical) for project needs, based on understanding of business processes.
• Implement new enhancements including creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts.
• Develop operational dashboards to provide weekly insights into the rhythm of the business. (track KPIs and highlight levers to move)
• Provide cost effective business systems and applications analysis in support of the development and implementation of business applications (Salesforce.com), including evaluation, analysis, documentation of requirements, translation into proper system requirement specifications and configuration; formulates and defines systems scope and objectives based on both end-user needs and a thorough understanding of business systems, applications and industry requirements.
• Analyze business requirements/processes and system integration considerations to determine appropriate technology solutions.
• Design, configure and perform testing and debugging of applications using current technologies; complete documentation and procedures for installation and maintenance.
• Perform routine administration functions on internal SFDC instance.
• Operate as a liaison between technical personnel and the appropriate end-user department; evaluate and translate end user needs and problems to technical associates and/or vendors where appropriate.
• Conduct business process analyses, needs assessments, and preliminary cost/benefit analyses in an effort to align information technology solutions with business initiatives.
• Work on applications and business problems that are highly complex and diverse in scope and project size, multiple applications, contractors, global rollout, new technologies, new architectures.
• Consider the business implications of the application of technology to the current and future business environment.
• Provide expert input on processes, procedures, or new approaches in support of the various business functions at Veritone, including Marketing, Sales, Product, Customer Success, and Business Units.
• Interact with business users and developers to define current and future application requirements.
• Lead large scale or complex Salesforce.com upgrades/ enhancement development and implementations.
• Develop project plans, user acceptance test plans and communication plans for knowledge transfer to the end-user.
• Document business processes and flows in visio, graph.io or similar tool.
• Follow project methodologies and standards set forth by the PMO.

WHAT YOU'LL NEED 

• B.S. or B.A. degree is required.
• Salesforce certification(s) are highly desired.
• Business systems process expertise within the software / SaaS industry, especially within Sales and Marketing functions.
• Expertise in analyzing and developing solutions to highly complex problems.
• Expert knowledge of Salesforce.com configuration and analysis and the impact of the solutions on the business and business operations functions.
• Demonstrated capacity to develop innovative solutions, systems and products to support company objectives.
• Ability to effectively communicate business issues and needs at a senior leadership level and how technology supports those requirements.
• Demonstrated ability to serve as a technical authority within the organization and with customers.
• Experience managing projects or customer relationships of critical importance.
• Strong knowledge of Salesforce Administration or similar CRM tools.
• Familiar with process diagramming and process automation tools like Salesforce for continually analyzing and addressing process bottlenecks across the business organization.
• Experience (and preferably an enjoyment of) balancing numerous different priorities and demands.
• 2+ years as a Salesforce developer utilizing full capabilities of the Salesforce platform.
• Demonstrated experience developing interactive UI, Visualforce, Apex, Java, JavaScript, JQuery, NodeJS, React etc.
• In depth knowledge and experience with APIs and integrations with Salesforce.com.
• Demonstrated experience with ETL, data structures, sql, postgresql.

BONUS POINTS IF 

• Bachelor’s in Computer Science or solid knowledge of CS fundamentals (OOP, design patterns, algorithms, etc...)
• Demonstrated experience utilizing AI tools and/or engines.
• Excellent verbal and written communications skills.
• High-energy, team-first, positive attitude.
• Experience and a desire to work in a fast-paced environment.
• Desire to work with a leader in the Artificial Intelligence industry looking to advance technology and empower others to be even better.

WHAT WE OFFER 

• An incredible opportunity to impact AI for good and empower the human with AI solutions and services
• A competitive compensation package
• Participation in the Company’s Equity Program 
• Remote first + Hybrid workplace
• VERI Communities (Affinity Groups) & Belonging
• Empowerment to build your career journey at Veritone
• Flexible (Paid) Time Off
• Benefits Program: medical, dental, vision, 401K matching, and more!
• Mental health awareness and support

OUR CULTURE

• Loves learning & continuous growth; stays current on marketing trends
• Can juggle multiple projects, priorities, and deadlines with a positive attitude
• Comfortable in a fast-paced, small company environment
• Collaborative and always contributing value
• Driven to win as a team
• Remote first workplace
• Check us out!

Veritone is a leading provider of artificial intelligence (AI) technology and solutions. The company's proprietary operating system, aiWARE, orchestrates an expanding ecosystem of machine learning models to transform audio, video and other data sources into actionable intelligence. We love to continuously grow while staying ahead of trends and creating structure in an unstructured world. 

If you’ve made it this far and align with our goals, we look forward to reviewing your qualifications!

DISCLOSURE

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

(Colorado & California Only*): The posted annual salary range is listed as $142,000.00 to $180,000.00. This base pay is for illustrative purposes only and will be determined based on skills and experience comparable to the job requirements. This position may be eligible for additional compensation and benefits including but not limited to: incentive compensation; health benefits; retirement benefits; life insurance; paid time off; parental leave and benefits; and other employee perks and benefits.

*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in California & Colorado.

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