Manager CRM Support
Socket.dev
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Benefits offered by this job
Job summary
Fidelity Canada is seeking a Manager, Salesforce (Sales Cloud & Service Cloud) to lead the end-to-end delivery, governance, and optimization of our Salesforce platforms in a regulated financial services setting. You will manage cross-functional teams and drive adoption through strong stakeholder collaboration.
The role requires 5+ years CRM platform delivery experience, 2+ years of leadership, and deep knowledge of Sales Cloud, Service Cloud, Apex, and LWC.
Qualifications
- Bachelor’s Degree required or equivalent work experience in a relevant field.
- 5+ years CRM Platform delivery and support in a regulated environment.
- 2+ years in technical leadership or people management.
- 5+ years in IT/Operations leadership roles.
Responsibilities
- Lead end-to-end Salesforce Sales and Service platform delivery and governance.
- Establish annual roadmaps aligned to business plans and stakeholder needs.
- Oversee intake, prioritization, and delivery for enhancements and operations.
- Ensure platform stability, incident response, release discipline, and compliance with controls.
Skills
Education
Tools
Job description
Current work authorization for Canada is required for all openings.
You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.
The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.
At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.
The Manager, Salesforce (Sales Cloud & Service Cloud) is accountable for the end-to-end leadership of the organization’s Salesforce Sales and Service platform, ensuring the application is stable, well-governed, and continuously improved to support sales effectiveness, client service excellence, seamless marketing integration and regulatory expectations in a financial services environment.This role manages a cross-functional delivery and support capability (employees and/or vendors), owns technical intake and prioritization, oversees delivery execution, ensures strong service management and operational discipline for the Salesforce development team. Acts as an application gatekeeper for platform change and cross-system integration touchpoints.
- Establish and execute an annual roadmap for Salesforce Sales and Service capabilities aligned to business plans (sales growth, service standards, client experience, advisor enablement). Provide updates senior stakeholders
- Own intake, prioritization, and delivery oversight for enhancements, projects, and operational requests across Sales and Service Cloud. Ensure delivery is predictable, well-governed, and aligned to agreed business outcomes and success criteria. Ensure developers assigned to scrum team have the support they require to support the application during their service schedules
- Ensure stable day-to-day operations of the Salesforce platforms and night time batch cycles, including leadership of incident escalation, production readiness, and controlled releases. Ensure service disruptions are managed with discipline and that recurring issues are prevented through strong problem management and release/change practices
- Act as the platform “gatekeeper” to ensure platform changes and usage follow enterprise standards and financial-services controls (e.g., access governance, audit readiness, documentation discipline, and appropriate approvals)
- Partner with Sales leadership for advisor sales & institutional, Client Service leaders, Marketing leaders, Operations, and other stakeholders to translate business needs into an achievable delivery plan. Drive adoption through communication, training coordination, and change management so the platform delivers measurable business value
- Manage a team (employees/contractors) and/or vendor partners supporting Sales and Service Cloud delivery and operations. Own workforce planning, coaching and mentoring, and performance management cycles; ensure the right capacity and skills are in place to deliver the roadmap. Where applicable, manage budget, vendor performance, and delivery schedules for work delivered by the team and partners
- Bachelor’s Degree ( Computer Science, Information Systems, Business, Engineering, or equivalent working experience
- 5+ years CRM Platform delivery and support in a regulated environment
- 2+ years in technical leadership or direct people management role
- 5+ years in a leadership role within IT or equivalent role in Operations
- Strong leadership skills
- Solid experience with the full life cycle of software development
- Understanding of SaS, Salesforce CRM and Events management systems architecture and development tools
- Knowledge Sales and Service Cloud Objects, Apex, LWC, API
- Understanding of Marketing automation applications Marketo and Adobe
- Customer service oriented
- General understanding of the financial services sector
- Knowledge of Data Cloud, Agentforce and or Tableau Next, Cloud
We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.
We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.
For this role, your total rewards include:
Base Salary and Discretionary Performance Bonus: Total annual cash compensation ( base salary plus target bonus ) ranges from $164,000 to $194,000, based on your experience and qualifications.
RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.
We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.
This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.
- Flexible working arrangements - 100% remote, hybrid, and in office options
- Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
- Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy
- Parental leave top-up to 100% of your salary for a period of 25 weeks
- Up to $650 for home office equipment
- Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
- Diversity and inclusion programs, including an active network of Employee Resource Groups
- Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement and monetary rewards for completing a required designation
We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.
We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.
Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.
Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.
We are proud to be recipients of the following:
- Greater Toronto's Top Employers
- Canada's Top Family-Friendly Employers
- Canada's Top Employers for Young People
- Best Workplaces for Inclusion
- Best Workplaces for Mental Wellness
- Best Workplaces for Today's Youth
- Best Workplaces for Women
- Best Workplaces in Financial Services & Insurance
- Best Workplaces in Ontario
- Best Workplaces with Most Trusted Executive Teams
- HRD - 5-Star Benefit Program
- HRD - 5-Star Diversity & Inclusion Employer
- Canadian Compassionate Companies – Certified
- Benefits Canada's Workplace Benefits Award - Future of Work Strategy
- TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
- Canadian HR Reporter's Most Innovative HR Team
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