Manager, Salesforce Operations and Quality Assurance
at Quench

The Company

About Quench

Quench USA, Inc. offers bottle-free filtered water solutions for healthy and environmentally conscious consumers outside the home, through direct sales and independent dealers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers, purify the existing water supply to provide reliable and convenient filtered water to a broad mix of businesses, including government, education, healthcare, manufacturing, retail, hospitality, and other large commercial customers, including more than half of the Fortune 500. Quench has grown from a small regional company to a national and international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. The Company has a sustainable mission and value proposition and is the leading consolidator in a fast-growing market. Headquartered in King of Prussia, PA, Quench has sales and service operations across North America to serve our 60,000+ customers, and a network of over 250 independent dealers selling products under the brand names Pure Water Technology, Wellsys and Bluline. Quench is a Culligan Company.

About Culligan

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solutions for businesses. Culligan’s network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visitwww.culligan.com.

Position Summary

The Manager of Salesforce Operations & Quality Assurance is responsible for managing the business as usual (BAU) operations of Quench’s Salesforce issues, projects, and data updates as well as Quality Assurance for sprint release projects. The work this person manages positively impacts Quench’s innovation, production, and revenue goals. The Manager of SF Ops and QA is a core member of the IT Leadership Team and will lead the overall coordination of resources consisting of Salesforce Administrators, Analysts, and QA Analysts within the IT department. This person will be a key influencer in the achievement of strategic alignment and direction through on-time and quality delivery. Quench’s primary systems are Salesforce.com and include Zuora, ServiceMax, FinancialForce, Supply Chain Management, CPQ, as well as several other systems. The successful candidate must be experienced with the Salesforce systems and administration and be aware of the solutions for our company’s unique needs. This is a hands-on leadership role where you will work directly with the entire IT team and lead multiple projects as well as handle day to day operations simultaneously. They will be self-motivated, detail-oriented problem solver with excellent documentation and communication skills. They will take responsibility for the key performance indicators (KPI’s) for this group.

Responsibilities

The Manager of Salesforce Operations and Quality Assurance works with the IT leadership team to guide delivery of high level service and bug fixes as well as assist with projects and major enhancements to optimize Quench's technology investments. The person in this role is also expected to be a dynamic and innovative leader and influencer, acting as an avid promoter of process improvement to enhance productivity and performance of the organization. They will also assist the VP of IT & BI on licensing and other administrative items.

Scope of Work

1. Meet with and communicate regularly with key business stakeholders regarding prioritized sprint release cases
2. Translate business requirements into proposed business process improvements and system enhancements
3. Meet with IT release board members to review and prioritize release queue backlog and keep updated on in flight sprint work items
4. Acting liaison between business leaders, development team, and managed service providers
5. Facilitate QA scripting and user acceptance testing with emphasis on user experience
6. Gather continuous feedback from end users to create the best customer experience
7. Support triage and definition of business support requests and delegate to appropriate resource to execute
8. Leverage analytics and reporting tools (e.g. CRM Analytics) to make data driven decisions
9. Maintain repository of business and system process workflow documentation
10. Coordinate activities across multiple cases and projects
11. Monitor team performance, track KPIs, and report on progress to stakeholders
12. Manage resource allocation across cases and projects within the program
13. Facilitate communication between teams, stakeholders, and executive leadership
14. Develop and implement change management strategies to support program initiatives

Qualifications

1. Bachelor's degree in Computer Science, Information Systems, or other related concentration
2. 5+ years of related work experience as a Manager
3. 4+ years working within the Salesforce ecosystem.
4. Strong knowledge of program help desk and customer service best practices.
5. Able to collaborate and communicate effectively with business stakeholders / other IT team members.
6. Proven experience in managing customer facing teams
7. Strong analytical skills - Able to anticipate, identify, and solve problems through root cause analysis to deliver practical, timely solutions
8. Proficiency in case management software (i.e. Salesforce Cases, ServiceNow, Jira, or similar)
9. Willingness to travel domestically and internationally as needed.
10. Excellent communication skills.
11. Takes initiative and is innovative.
12. Consultative and customer-service-oriented in nature in working with the functional teams.
13. Able to communicate complex concepts and findings to non-technical stakeholders in a clear and concise manner.
14. Strong Microsoft Office Suite skills

Nice to Have

1. Salesforce Administrator Certification
2. Salesforce Business Analyst Certification
3. Experience with ServiceMax, Zuora, Financial Force, Salesforce CPQ, Supply Chain Management.
4. Familiarity with Salesforce dashboard and reporting.
5. SQL

We Offer

1. Competitive base salary plus bonus opportunity.
2. Tuition reimbursement.
3. Medical, vision, and dental insurance.
4. Short- and long-term, supplemental, and company-paid life insurance.
5. 401(k) retirement savings plan.