[Hiring] Principal CRM Platform Application Owner @Southern New Hampshire University

Role Description

The Principal CRM Platform Owner will report to the Senior Director of Platform Operations. You will use expertise in CRM (Salesforce) and integration technologies (Mulesoft) to lead innovation and ensure the platform aligns with SNHU's strategic goals. Responsibilities include:

• Defining requirements and prioritizing enhancements.
• Creating functional specifications and managing vendors.
• Optimizing platform-powered capabilities and driving user adoption.
• Maintaining operations and leading meetings.
• Managing the strategic direction, operational stability, and continuous improvement of SNHU's integration platforms.
• Partnering with product managers and technical teams to ensure integration solutions meet organizational needs.
• Leading scrum teams and managing vendor relationships.
• Advocating for best practices in integration and CRM technologies.
• Identifying strengths, weaknesses, and opportunities for improvement.

You will work 100% remotely from any of our approved states.

Qualifications

• 10+ years of relevant IT experience, including work with integration platforms like Mulesoft or CRM ecosystems like Salesforce.
• Bachelor's degree required.
• Professional certifications preferred: Mulesoft Certified Developer/Architect, Salesforce Certified Administrator, ITIL v4 Foundation, Agile, SCRUM, or BA certification such as CCBA, CBAP, or PMI-PBA.
• Experience supporting integration and CRM technologies from requirements through production.
• Experience with API management, data integration, and orchestration using Mulesoft or similar platform.
• Experience with Salesforce object management and Education Data Architecture as a secondary skill.
• Experience with accessibility and usability design approaches.

Requirements

• Build partnerships with partners and peers to lead value-based decision-making and solution options.
• Advocate for the value of the Mulesoft platform and improve delivery of innovative integration solutions.
• Define the Mulesoft platform vision and roadmap with product and vendor roadmaps.
• Maintain knowledge of Mulesoft capabilities and constraints.
• Partner with CRM Leadership team and stakeholders to prioritize Mulesoft programs.
• Lead scrum teams and manage all team delivery outputs.
• Influence and contribute to the Mulesoft vendor roadmap.
• Define and prioritize epics, features, and user stories for platform stability.
• Collaborate with management to uphold platform and application standards.
• Mentor newer team members to support career growth.
• Manage multiple scrum teams and groupings of platforms/applications.
• Establish clear governance principles and practices.
• Oversee the health and performance of the Mulesoft platform.
• Implement and enforce governance and security policies for Mulesoft.
• Manage budgets and resources to improve technology investments.
• Define standard operating procedures for Mulesoft and related platforms.
• Monitor and approve customizations in Mulesoft.
• Work with business and ITS teams to document processes for successful migration and operation.
• Support the transition of solutions from development to production.
• Research incidents and perform trend analysis.
• Be a Problem Manager for Mulesoft platform/application issues.
• Establish relationships with partners and functional partners.
• Facilitate conversations between functional and technical teams.
• Engage users to maximize new or improved technology.
• Participate in vendor dialogs to understand solutions.
• Collaborate with product owners, business analysts, architects, developers, QA, and other team members.
• Communicate platform/application updates and programs to stakeholders.
• Gather user feedback and translate it into applicable improvements.
• Communicate messaging or updates around bugs and problems found in the platform.
• Other duties, responsibilities, or activities may be assigned.

Benefits

• High-quality, low-deductible medical insurance.
• Low to no-cost dental and vision plans.
• 5 weeks of paid time off (plus almost a dozen paid holidays).
• Employer-funded retirement.
• Free tuition program.
• Parental leave.
• Mental health and wellbeing resources.

Compensation

The annual pay range for this position is $113,908.00 - $182,287.00. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $125,868.00 - $170,293.00.