CRM Systems Architect

Company Overview 

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 company’s front line user experience and design leader across the CRM ecosystem. The CRM Systems Architect is responsible for understanding the business process and capturing requirements that will be implemented into scalable solutions that align with organizational business objectives. As a system representative on cross functional initiatives this individual collaborates with stakeholders to translate business needs into development ready user stories and review solutions with the product owner to maximize value. Upon delivery the architect will be communicating updates and increasing user adoption through user training and system documentation.

The CRM Systems Architect participates as a member of the sprint team following agile delivery to inform, deliver, design, test, and document system enhancements. This may involve working closely with business owner stakeholders, internal technical teams, and implementation partner consultants to coordinate solutions. The role also supports the project manager to create status updates or document meetings and action items. The CRM Systems Architect is the crucial link between system end users and software as well as the technical development teams that support it. The role demands strong systems knowledge and close collaboration with Origination, Development, External Affairs, Finance, and other departments to achieve effective system implementation and adoption.

Skills and abilities relevant to the job include:

• Cross-functional collaboration and teaming skills, including a willingness to contribute thought leadership and execute on others' ideas
• Ability to energize self and others to create positive interactions and identify paths towards value driven outcomes
• Willingness to not only coordinate solutions but investigate, define, and configure solutions to demonstrate
• Established proficiency in a variety of business applications including and beyond Salesforce
• Professional presence to plan and lead discussions with remote and in-person stakeholders
• Ability to work with an extended global team approach and innovation.
• Ability to travel up to 10 percent of the time

Key Accountabilities 

• Serve as a functional advisor to business partners, prioritizing and enhancing the usability of CRM and related systems. This role entails capturing detailed requirements that, in collaboration with the product owner, can inform new system enhancements developed alongside the CRM Manager and development teams. Success is measured by efficient engagement with business stakeholders and the delivery of optimal value aligned with organizational objectives and practices.
• Design and recommend system solutions for complex issues presented by end users. As the primary point of contact for all CRM-related matters within the organization, this position requires building and maintaining strong business partner relationships through effective communication and responsive initiative implementation.
• Partner with the CRM support team to ensure swift and accurate resolution of inbound requests. Proactively analyze recurrent issues to create incident response protocols, reducing resolution times and identifying opportunities for enhancements. The ability to balance project work with day-to-day operational demands is essential.
• Provide structured and ad hoc training and troubleshooting support to global end users. Act as a steward of system integrity, maintaining up-to-date process documentation and guides, and ensuring successful adoption from system rollout through to daily operations.
• Develop system and educational materials for end users on CRM functionalities and enhancements, including UAT support and training. Lead both virtual and in-person workshops and trainings.
• Utilize technology to maintain a centralized and current information repository, following KCS principles, to extend knowledge reach and streamline content management.
• Monitor and communicate platform adoption metrics to stakeholders and senior leadership. Collaborate with the PMO to deliver real-time summarized data via business analytics platforms.
• Integrate feedback from the process design team into system improvement initiatives. Work closely with the process team to establish baseline use cases and align them with platform capabilities, supporting comparative analysis of actual versus potential adoption.
• Remain informed about evolving Salesforce capabilities and their implications for current and future state designs. Consistently apply and promote best practices in line with Pattern Energy’s standards and user behaviours.

Experience/Qualifications/Education Required 

Educational and Work Experience

• BS degree in related field required
• Candidate must have:
• 5-7 years of experience working in a medium to large corporate environment
• 5 years working on technology projects preferably CRM
• 5 years of cross-departmental business experience, with demonstrated ability to engage and empathize with a wide variety of business owners.
• 3 years direct experience managing products or systems development
• Track record of delivering impactful business applications using Agile methods on integrated team
• Experience with leading UI/UX changes based on process improvement determined from current state analysis
• Experience demonstrating business value though quantifiable metrics and KPIs
• Multi-cultural and multi-regional experience is highly preferred.
• Renewable energy industry experience is desirable.

Technical Skills

Established proficiency in Salesforce configuration and best practices, including :

• Customization (via configuration) of fields, flows, layouts, and reports
• Strong understanding of Salesforce capabilities and limitations, including:
  • model and security
  • Declarative tools (Approval Processes, Duplicate Rules, Lookup Filters)
  • Reports and dashboards
• Experience working with 3rd party CRM applications
• Web form data collection (FormAssembly, Gravity Forms)
• Screen capture for training video creation

Demonstrated problem solving and communication abilities, including:.

• Gathering and documenting requirements
• Writing user stories and acceptance criteria
• Supporting UAT and change management
• Collaborating with technical teams and stakeholders
• User training and change management documentation to inform users and document process and system enhancements.
• Survey data collection for feedback elicitation

Additional Requirements

Established proficiency in a variety of business applications beyond CRM, including:

• MS Office Applications (PowerPoint, Excel, Word)
• Proficiency in Excel formulas preferred
• Lucid or other process mapping software
• Azure Dev Ops or JIRA
• Customer 360/ MDM (Master Data management)
• Contract LifeCycle Management applications (CLM)
• ERP / Financial Systems

Knowledge of Agile methodologies (Scrum/Kanban) for backlog management and sprint planning

Ability to travel up to 10 percent of the time between Houston/San Francisco

The expected starting pay range for this role is $111,000 - $138,000USD. 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.