22-May-2023

Harvard Business School

62606BR

Position Description

Are you excited by the idea of joining a world-class organization at the intersection of higher education, business, and technology? Are you drawn to the community and energy of being on a campus of higher education? Can you see yourself overseeing an Enterprise Customer Relationship Management (CRM) service that enables the mission of a higher education institution? If so, consider joining our team as a Product Manager for Salesforce at Harvard Business School (HBS) and start supporting HBS's mission to educate leaders who make a difference in the world.

The Salesforce Product Manager, in consultation with the Senior Director, Collaboration, CRM, & Learning Technologies, defines the School’s CRM strategy, works with project teams and implementation partners to build an enterprise-wide Salesforce platform, and as is accountable for the operations of the current and future HBS Salesforce environments. They will also be responsible for the development of a new operational model to leverage a managed services provider for incident and request management, maintenance, and small projects. The Product Manager will work closely with IT Business Relationship Managers and business unit stakeholders to build and maintain a product roadmap for the HBS Salesforce platform.

The ideal candidate has at least 5 years of Salesforce experience, and is an energetic, quick learner who possesses superior interpersonal and communication skills. They have experience effectively consulting with faculty and business partners and developing and delivering CRM solutions in a high-touch, enterprise level environment. They have excellent listening and critical thinking skills and exhibit the ability to understand current processes and requirements and identify new tools or ways of working to achieve objectives. They possess superior maturity, professionalism, and judgment.

Responsibilities:

• Understand and maintain knowledge of industry CRM and Salesforce trends, track relevant vendor roadmaps as they impact the CRM service, and strategically advise stakeholders accordingly
• Collect high-level use cases in coordination with Business Relationship Managers, perform user research, and develop a product roadmap to ensure the HBS Salesforce platform is addressing business needs and is in alignment with business objectives
• As Service Owner, represent stakeholders' interests regarding development, expansion, and platform enhancements
• Drive decision making when there are competing needs between stakeholders by using research and negotiation skills to problem solve, resolve issues, and communicate transparently
• Develop, implement, and oversee a scalable operational model utilizing both HBS IT teams and managed services for an enterprise-level Salesforce implementation that encompasses incident management, defect management, enhancements requests, and small projects
• Create success metrics in alignment with industry best practice to articulate value delivered to our business partners. Manage and optimize CRM service operating budget including vendor contracts and invoices
• Proactively manage relationships with 3rd party implementation partners and managed service providers
• Complete other responsibilities as assigned.

Basic Qualifications

• Minimum of seven years’ post-secondary education or relevant work experience

Additional Qualifications and Skills

The minimum of 7 years’ relevant work experience required above must include at least 5 years of Salesforce platform management.

The following are preferred:

• Demonstrated experience managing 3rd party vendors Experience executing change management and organizational readiness activities
• Experience managing operational budgets Strong knowledge of software development life cycle
• Knowledge of ITIL service ownership and best practices
• Experience conducting user research, gathering information from many sources, filtering what is most important, and synthesizing findings into actionable recommendations
• Outstanding written and verbal communication skills as well as demonstrated presentation and negotiation abilities
• Experience with agile methodologies
• Demonstrates the following interpersonal attributes: adaptable, flexible; uses grace and tact under pressure; unflappable when confronting challenges; resilient; positive outlook and "can-do" attitude; respectful and approachable style

Certificates and Licenses

• Salesforce Administrator or Architect Certifications are preferred

Working Conditions

• Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required
• Must be available by personal cell phone during business hours, and occasionally off-hours (stipend will be provided)

Additional Information

This role is offered as a hybrid position (some combination of onsite and remote) where you are required to be onsite at our Boston, MA-based campus on a regular basis. Specific schedule will be determined between you and your manager.

We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here: https://www.hbs.edu/employment.

Benefits

Salary range: $145k - $150k, commensurate with relevant experience.

We invite you to visit Harvard’s Total Rewards website to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

Information Technology, Technical

Department Office Location

USA - MA - Boston

Job Code

I0759P Applications Professional V

Work Format

Hybrid (partially on-site, partially remote)

Department

Information Technology

Sub-Unit

------------

Time Status

Full-time

Salary Grade

059

Union

00 - Non Union, Exempt or Temporary

Pre-Employment Screening

Criminal, Education, Identity

Schedule

40 hours per week minimum, to be determined by manager

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.