Senior Manager, CRM Systems

Pattern Energy is a leading renewable energy company that develops, constructs, owns, and operates high-quality wind and solar generation, transmission, and energy storage facilities. Our mission is to transition the world to renewable energy through the sustainable development and responsible operation of facilities with respect for the environment, communities, and cultures where we have a presence. 

Our approach begins and ends with establishing trust, accountability, and transparency. Our company values of creative spirit, pride of ownership, follow-through, and a team-first attitude drive us to pursue our mission every day. Our culture supports our values by fostering innovative and critical thinking and a deep belief in living up to our promises.  

Headquartered in the United States, Pattern has a global portfolio of more than 30 power facilities and transmission assets, serving various customers that provide low-cost clean energy to millions of consumers

JOB PURPOSE

This role serves as the Product Owner of Salesforce and related applications, leading a team of analysts, developers, and Managed Services, that support and develop the platforms/applications. Other Product platforms will be added to accountabilities as Pattern grows, reorganizes and reassesses required services and capabilities. 

The Sr. Manager must have experience and foundational knowledge of application support processes as well as leading support/development teams in CRM (Salesforce) or related/similar platforms. This position will work closely with implementation partners, consultants, business partners, and internal and external technical teams to understand the business capability objective and oversee the design and build of the system. The role also partners and supports the other Enterprise Technology (ET) teams from Cybersecurity, Cloud, Infrastructure, Data, Integrations and Analytics.  Experience leading and building teams that execute project implementations and sustainment is a must with a focus on partnership with business owner stakeholders. Measurement and oversight of ET value and business partnership satisfaction is also essential.  This role will also have oversight of the Products budget, spend and forecasting to ensure proper costs and commitments are managed. The management of the team’s development and performance is also critical to ensure alignment of responsibilities with the vision and role of ET within Pattern.  The Sr. Manager reporting to the Director of Business Applications and Enterprise Architecture, will work together to development team members and evaluate their performance through clear and measurable goals.  Understanding and planning for resourcing needs for sustainment and projects for today and future is an important management accountability.  The Sr. Manager Products owner will participate and have a critical expert influence on the future roadmap of the system while working with Enterprise Architect.  The end value is to create valued trusted partnership with Pattern departments such as Origination, Development, External Affairs, EPC, Operations, Finance, Procurement and many other supporting business areas to ensure the systems align to prioritized business capabilities.

Key Accountabilities

• As a product(s) owner, work closely with Business Partners and Application Services on system process improvement opportunities, prioritizing and ensuring successful delivery of customizations and new functionality requests. Prioritization is to be based on well-developed judgement skills, with focus on scalability and effective application of the company’s technology platforms, including integrations with existing systems, such as the company’s ERP and other business applications.
• Design and recommend system solutions for various complex problems/issues that are brought forth by end users. This role is the main go-to person in the organization for all things related to CRM. This position will also be responsible for other platforms.  Establishing business partner relationships and management of expectations is crucial to success. This requires strong communication and relationship management up and down the organization.
• Lead team to maintain and carry out support and sustainment management processes and procedures including incident and request management, major master data maintenance, system workflows, organization hierarchies, etc. Ensure data integrity and continuity.
• Partner with the business on M&A transactions/onboarding and other growth-related business needs to ensure efficient and accurate integrations as necessary to support flow of information across the business.
• Functionally manage integrations between systems to ensure accurate and efficient transfer of data where applicable.
• Provide both structured and ad hoc training and troubleshooting assistance for global end users, acting as a steward for system integrity and maintaining up-to-date process guides and documentation. Ensure optimal systems adoption from time of initial rollout into operational day to day use.
• Maintain effective internal controls around systems operations, including appropriate provisioning of user access to the systems.
• Manage testing suites and coordinate all global testing required for recurring system upgrades as well as upgrades of integrated solutions.
• Handle daily production support while planning and acting on systems process improvement opportunities, inclusive of updates to existing systems and occasional new implementations. Ability to focus on both projects and day-to-day system operations is critical.

Experience/Qualifications/Education Required

Educational and Work Experience

• BS degree in related field required.
• Track record of delivering change and business improvement
• MBA and/or management certification is highly preferred.
• Candidate must have:
• At least 5 years management or project management experience
• At least 5 years of cross-departmental business experience, with demonstrated ability to engage and empathize with a wide variety of business owners.
• At least 5 years of experience working in a medium to large corporate environment, preferably with a public company.
• Experience with running complex teams required
• Multi-cultural and multi-regional experience is highly preferred.
• Renewable energy industry experience is desirable.

Additional Requirements

Skills & Ability:

Skills and abilities relevant to the job include:

• Demonstrate strong ability to create and build positive business partner relationships as a trusted technology advisor and excellent service delivery.
• Understand the support/sustainment accountability includes the responsibility to proactively manage situations and expectations to de-escalate issues and deliver services to deliver business capabilities.
• Skills and experience to organize, manage, and allocate resources depending on the situation and demonstrate the ability for creative and critical problem solving.
• Build a team culture of service not just technical “know how” but “Listen, Learn, Understand, Plan and Execute” with purpose and focus.
• Ability to work with an extended global team approach and innovation. Ability to successfully operate in different cultures.
• Skill to transfer CRM application experience and knowledge to other application platforms for support.
• Cross-business and cross-functional collaboration and team skills, including a willingness to contribute thought leadership and execute on others' ideas.
• Ability to energize self and others toward passionate and superb execution.
• Ability to travel up to 20 percent of the time.
• Proficiency in Salesforce, including:
  • Customization (via configuration) of fields, forms and reports
  • Working knowledge of API connections to and from Salesforce
  • Working knowledge of how Force.com and Heroku are used to extend, manage and scale Salesforce
• Proficiency in a variety of platforms beyond CRM, including:
  • Microsoft SharePoint, Power Platform
  • Proficiency in MS Office products
  • Visio, Lucid, or other process mapping software.
• Demonstrated problem solving and communication abilities, including:
  • Translating information and communications between business partners, technical and non-technical team members, both verbally and through the use of visual aids such as PowerPoint and process diagrams.
  • Communicating project status and complex subject matter to directors, vice presidents, C-level executives, and board members, to provide insight into the current state of the business/project and inspire the envisioned end state.
  • Framing and communicating data-driven results and recommendations; a data-driven leader.
  • Experience in leading change initiatives through process- and metrics-based leadership.
  • A track record of delivering high-quality, on-time projects across multiple stakeholders, functions, and lines of business.

The expected starting pay range for this role is $117,000 - $160,000 USD. This range is an estimate and base pay may be above or below the ranges based on several factors including but not limited to location, work experience, certifications, and education. In addition to base pay, Pattern’s compensation program includes a bonus structure for full-time employees of all levels. We also provide a comprehensive benefits package which includes medical, dental, vision, short and long-term disability, life insurance, voluntary benefits, family care benefits, employee assistance program, paid time off and bonding leave, paid holidays, 401(k)/RRSP retirement savings plan with employer contribution, and employee referral bonuses.

Pattern Energy Group is an Equal Opportunity Employer.

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