Client Lifecycle Management (CLM) Platform Director

ID
2020-10349
Job Locations
US-CA-San Francisco

 

At First Republic, we care about our people. Founded in 1985, we offer extraordinary client service in private banking, private business banking and private wealth management. We believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued here. 

 

Incredible teams doing exceptional work, every day

In Technology, we support First Republic’s employees and clients through the acquisition, integration and management of the Bank’s information technology systems and services. We drive innovation and explore emerging technologies so our people can be productive and focus on what matters most – providing extraordinary service.

 

The First Republic Bank’s Client Lifecycle Management (CLM) Platform Director is responsible for defining and owning end-to-end CRM platform and experiences in support of enabling various LOB teams to build on the platform. This role reports into the VP of Enterprise Platforms. The candidate will partner with First Republic Bank’s various LOB technology teams to deliver a seamless end-to-end experience for FRB Clients.

 

Candidate must demonstrate a proven history of designing and managing a strategic Customer Relationship Management (CRM) platform, preferably using Salesforce as a platform of choice. Oversees and manages a global team of Salesforce Platform resources to rapidly deliver effective platform to meet the growing needs of the business. Initially focus will be to deliver scalable platform to onboard various LOBs, with an opportunity to define and contribute towards firm wide efforts. The candidate in this role will be involved from inception of ideas till execution and delivery, and in this capacity will work with the tech teams in guiding them through best technology practices.

 

This individual must possess excellent analytical and communication skills with the ability to reach senior business and technology colleagues. Must be able to influence project direction and make pragmatic decisions to optimize the balance between strategic value, time to market, cost and risk. Maximize leverage by identifying shared services, overlapping capabilities and convergence to standards in order to improve efficiency and quality, and reduce time to value. The candidate will have a broad background in application, data and business aligned delivery experiences delivered via a strategic CRM platform. The candidate would be expected to work independently to solve complex problems, and still be technical to possess the soft skills work with a variety of business & tech partners.

 

In the capacity of Client Lifecycle Management (CLM) Platform Director, the candidate should:

  • Lead development of the platform roadmap, establish common platform capabilities
  • Establish Governance and delivery framework on Salesforce FSC for FRB
  • Ensure adequate oversight on common objects and quality control for the platform
  • Manage coordinated release cycles across the enterprise
  • Partner with all bank LOB representatives and Transformation Leads to co-develop end-to-end CRM (Salesforce) solutions in alignment with the platform roadmap.
  • Provides leadership to ensure delivery of solutions are in alignment with the overall agile & TDD methodology on Force.com platform.
  • Help gain consensus on business and technical decisions and ensure that appropriate resources are employed to deliver high quality and rapid results.
  • Focus on maximizing Salesforce configurations and minimizing custom development
  • Provide leadership and guidance to FRB Salesforce technologists.
  • Work with business and transformation partners to make effective decisions by assessing quality vs time-to-market tradeoffs.
  • Ensure solutions work for FRB to deliver ONE FRB solution by aligning various LOB teams.
  • Align with various enterprise initiatives to align the Salesfoce platform to conform to various regulatory and audit obligations.
  • Interact with executive management, business operations, business product management, and multiple technical teams to own and deliver end-to-end CRM solutions.
  • Align enterprise platform roadmap with business roadmaps.
  • Foster teamwork, communication, collaboration while managing competing priorities. Coach and mentor others helping them develop their careers.

Key Responsibilities:

  • Evangelize platform and its capabilities across the enterprise
  • Build deep and trusted relationships with lob groups, enterprise teams and data programs
  • Cultivate an open environment that encourages lobs to share their needs/concerns and provide input or challenge decisions
  • Lead the FRB enterprise Salesforce Tech team that enables Salesforce Financial Cloud Services and Lightning UI implementation for all lines of businesses
  • Organize design discussions with users, technical and functional stakeholders to analyze Salesforce functional, technical and integration needs
  • Be adept at decomposing high-level business needs into Salesforce Platform capabilities for anything that is cross cutting
  • Ownership of all technical aspects of Salesforce (FSC) solutions including data storage, data migrations, data quality, system integration, 3rd party applications, products and custom code for anything that is cross cutting
  • Build & execute the right transparency and governance model to share progress, successes and challenges
  • Review investment spend to ensure alignment with target state and roadmaps.
  • Mediate conflicting priorities to drive optimal solutions.
  • Identify duplication of efforts, functional and technical redundancy, and opportunities for shared services.

 

You could be a great fit if you have:

  • Minimum 8-12+ years of managing and owning end-to-end CRM platforms, preferably using Salesforce as a preferred platform
  • Experience with large state of the art client relations management platforms (Salesforce) and their constructs around Marketing/Sales, Behavioral Analytics, Client Servicing, Banker/team performance, team structures, workflows & dashboards
  • Design and implementation experience in Integration patterns, Apex triggers, Process Builder, Workflows, Validation rules, Canvas, Message Queues, bulk APIs
  • Knowledge or experience with Java, Integration Bus technologies like APIGEE and Kafka, data replication tools, document management & implementation experience with AppExchange applications on Force.com platform
  • Prior experience of working with growing front-office sales teams
  • Experience with SDLC methodologies like Agile & TDD
  • Experience in software tools and automation of development pipeline activities
  • Ability to function in a fast-paced environment with shifting priorities and tight deadline
  • Strong interpersonal skills to interact with customers, senior level personnel, subordinates, and team members
  • Good leadership skills to guide and mentor the work of less experienced personnel
  • Ability to work independently and as part of a global team
  • Ability to influence sr. executive stakeholders
  • Ability to work with a team of SMEs to assess needs, understand requirements, and syndicate solutions
  • Act as a trusted advisor to peers and LOB partners
  • Excellent verbal and written communication skills
  • Bachelor's degree or equivalent experience; or advanced degree preferred

Job Demands:

  • Must be able to review and analyze data reports and manuals; must be computer proficient.
  • Must be able to communicate effectively via telephone and in person.
  • Must be able to travel as position requires.

 

Own your work and your career - apply now

Are you willing to take initiative and make decisions? Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career? If so, then come join us.

 

We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability—that’s the First Republic way. Come join us!

 

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. The Company is an equal opportunity employer. In this regard, the Company makes reasonable accommodations for qualified applicants and employees with disabilities in order to enable them to perform all essential job functions, unless doing so creates an undue hardship.

 

First Republic is subject to federal laws that restrict the employment of individuals with certain types of criminal histories, including FDIA Section 19 and FINRA. To the extent not inconsistent with our obligations under those federal laws and regulations, First Republic will consider qualified candidates with criminal histories in a manner consistent with the Los Angeles and San Francisco ban-the-box laws.

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