US CRM Operations Owner

Zoetis Spain SL; Parsippany-Troy Hills (NJ); On-site; USD 82,000 - 118,000; Full time

Benefits offered by this job

Healthcare benefits

401K with match

4 weeks vacation

Job summary

Zoetis is seeking a US CRM Operational Owner to oversee Salesforce Sales Cloud and related integrations. You will ensure reliability, scalability, and data integrity while guiding delivery teams and analysts to translate business needs into technical solutions.

Responsibilities include overseeing non-delivery governance, optimizing system performance and security, and providing UAT support and documentation. A Bachelor’s degree and at least 2 years of CRM support experience are required.

Qualifications

• Bachelor's degree or higher in a related field with CRM system experience.
• Experience supporting Salesforce Sales/Service Cloud and integrations.
• Strong communication of complex technical concepts to stakeholders.

Responsibilities

• Provide technical oversight for CRM initiatives and best practices.
• Collaborate with delivery teams and business analysts to translate requirements.
• Manage system integrations and ensure data integrity across platforms.
• Lead technical grooming, sprint planning, and BAU request routing.
• Monitor performance, scalability, and security of the CRM environment.
• Offer UAT support and assist with system configuration and fixes.
• Create comprehensive technical documentation and train users.

Skills

CRM Systems

Sales Cloud/Service Cloud

Project management

Communication skills

Technical oversight

Agile / PMP

Education

Bachelor's Degree (or higher) in Computer Science or related field

Tools

Alteryx

ERP systems

Content management systems

Job description

The US CRM Operational Owner is responsible for supporting the Sales and Service Product Owners, ensuring the CRM system is reliable, scalable, and meets the technical needs of the US Operations organization. This role collaborates closely with the delivery teams, business analysts to translate business requirements into technical solutions, manage system integrations, and ensure data integrity. While not directly responsible for delivery, this position provides technical oversight, establishes best practices, and ensures continuous improvement of the system's performance and security. The role is crucial for maintaining a robust and efficient CRM system that supports the US Ops organization's strategic goals and enhances user experience.

Responsibilities

• Project Oversight: ensure that technical requirements and constraints are communicated effectively to the delivery team; collaborate with delivery team to address any technical challenges that arise during the development process (e.g., daily stand-ups with US development team).
• Technical Support and Troubleshooting: collaborate with delivery teams to address technical issues and ensure minimal disruption to users of CRM tools; provide guidance on resolving system bugs and implementing necessary fixes.
• Work closely with Delivery team to participate in Tech Grooming/Refinement Calls, Sprint Planning, Ensure Business as Usual requests are properly routed and responded with reasonable window.
• Integration Management: provide oversight for integrations between Sales Cloud, and other systems (e.g., content management, analytical tools, ERP, marketing automation tools, Alteryx); ensure that solutions are designed for seamless data flow and process integration - including managing Contact Data Steward contracted resources.
• System Optimization: continuously monitor and recommend optimizations for system performance, scalability, and reliability; ensure the system is aligned with industry standards and technological advancements.
• UAT Technical Support: Provide technical support during UAT, ensure proper system setup, and resolve technical issues.
• Documentation and Training: Ensure comprehensive technical documentation for the CRM system is created and maintained by the delivery teams; provide guidance and support for training users and technical teams on system functionalities and best practices.

Education and Experience

Education and Experience: Bachelor's Degree (or higher) in Computer Science, Information Technology, Business Administration, or a related field Minimum 2 years' experience in supporting CRM systems, preferably Salesforce Sales Cloud and or Service Cloud Experience gathering requirements, developing user stories & Testing Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders. Experience collaborating with cross-functional teams, including business stakeholders, developers, and IT support staff. Strong project management skills with experience in leading technical projects from start to completion. Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders. Project Management Certifications such as Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP) preferred.

Salary

The U.S. base salary range for this full-time position is $82,000 to $118,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. This position is also eligible for short-term incentive compensation.

Benefits

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation. Visit zoetisbenefits.com to learn more.

Equal Employment Opportunity

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [e-mail] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

About Us

At Zoetis, our purpose is to nurture our world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award‑winners culture, built around our Core Beliefs, focuses on our colleagues’ careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.