indeed
Manager CRM Support
Fidelity Canada
Toronto, CAN
Full-time
Hybrid
$164,000 to $194,000
Discovered 5 days ago
Salesforce Sales CloudSalesforce Service CloudCRM platform delivery and supportPlatform roadmap developmentService managementRelease and change management
Free
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Salesforce Sales CloudSalesforce Service CloudCRM platform delivery and support
Role Overview
Lead the organization’s Salesforce Sales Cloud and Service Cloud platform end to end.
Ensure the platform is stable, governed, continuously improved, and aligned with sales, client service, marketing, and regulatory needs.
Key Skills for This Role
Salesforce Sales CloudSalesforce Service CloudCRM platform delivery and supportPlatform roadmap developmentService managementRelease and change management
Full Job Posting
Work Arrangement
- The role follows a flexible hybrid schedule.
- The primary work location is 483 Bay Street in Toronto until approximately late 2026, then the new Mississauga office at 3 Robert Speck Parkway.
Role Overview
Lead the organization’s Salesforce Sales Cloud and Service Cloud platform end to end.
Ensure the platform is stable, governed, continuously improved, and aligned with sales, client service, marketing, and regulatory needs.
Key Responsibilities
- Set and execute the annual Salesforce platform roadmap.
- Own intake, prioritization, delivery oversight, and scope alignment for enhancements and operational requests.
- Lead service reliability, incident escalation, production readiness, batch operations, releases, and problem management.
- Act as the platform gatekeeper for access governance, audit readiness, documentation, approvals, and financial-services controls.
- Partner with business leaders to translate needs into delivery plans and drive adoption through communications, training, and change management.
- Manage employees, contractors, and vendors, including workforce planning, coaching, performance management, capacity, budgets, and delivery schedules.
Required Qualifications
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