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CRM Lead, Salesforce Sales & Service Cloud

Company: ACCO Brands
Location: Lake Zurich
Posted on: June 8, 2021

Job Description:

Achieve. Create. Collaborate. Organize.

Essential brands. Innovative products. Smart investment. Winning team. This is what you will find at ACCO Brands. We are passionate about building a culture that is committed to the success of our employees. If you are looking for an organization that offers rewarding opportunities and is dedicated to team orientation, learning and development, and flourishes with success, we invite you to be a part of building our company for the future.

ACCO Brands is seeking a CRM Lead, Salesforce Sales & Service Cloud who will lead the delivery and implementation of Salesforce Sales Cloud projects to realize the ACCO Brand's Salesforce Global Roadmap. Reporting to the IT Director of E Commerce and Customer Systems, this role will be instrumental in leading, implementing and supporting continual functional improvements to enhance the business values delivered by the Salesforce platform. This role will also drive adoption of Salesforce Cloud capabilities across ACCO Brand's business functions and business units globally to streamline global sales processes via digital transformation.


  • Lead the end-to-end delivery of Salesforce Sales Cloud solution in transformational projects. Working with business users to gather, define and prioritize business requirements and translate them into user stories and process flows. Collaborate with the project teams on functional and technical design, build, user acceptance testing with team, adoption, training, deployment, and implementation.
  • Lead the architecture design of CRM transformational initiatives and projects. Provide technical oversight and support to developers and team members working on multiple implementation projects for Sales Cloud, Community Cloud, CPQ implementations for Lead to Order processes including SAP/ERP integration patterns for master and transactional data.
  • Facilitate workshop sessions with business units to gather requirements, design and prototype the application based on business requirements globally across regions.
  • Lead the process of prioritization of business requirements for continuous improvement enhancements across multiple business processes and regional stakeholders in the global Salesforce platform across scheduled and planned releases.
  • Work collaboratively with project team members and third-party developers to design, build, and test solutions to meet business requirements, processes, and user stories. Co-ordinate with onshore and offshore team members to distribute the work and together ensure the readiness for successful product releases including oversight of implementation partners involved with salesforce configuration and development work.
  • Responsible for configuration and customization of for Sales, Service, Community, CPQ modules.
  • Provide on-going support as a subject matter expert by developing robust scalable solution architecture for various projects including crafting prototypes, proof of concepts, architecture roadmaps to drive the evolution of the Salesforce Sales Cloud roadmap while ensuring alignment with ACCO's global CRM strategy.
  • Responsible for analyzing cross-functional impacts of CRM business requirements related to configuration, business process, workflow and reporting by working with SAP, E Commerce, Infrastructure, Cybersecurity teams to conduct architectural reviews and ensuring solution designs are scalable and meets business requirements.
  • Responsible for Release and Environment Management of Salesforce including sandbox usage planning, metadata and data migration, environment comparisons and version control. Manage and oversee the code deployments to Salesforce testing and production environment including rolling out new features from Salesforce platform upgrades/releases.
  • Responsible for data analysis, design and creation of field mappings, execution of data migration from ERP systems to Sales Cloud for Master and Transactional data respectively.
  • Promote reusability of functionality within Salesforce platform, including integration components with ERP/SAP to be leveraged as a global design for regional roll outs.
  • Serve as a point of contact as part of the SFDC COE team for day-to-day support of the Salesforce platform users. This includes answering questions, helping with access and usage requests and needs, identifying issues, and working with the appropriate parties on remediation.
  • Responsible for maintaining the knowledge base & training material for Sales Cloud processes and functionalities for business users to minimize incidents and avoid repeat issue escalation.
  • Support requests from Audit, Compliance and other functions for information and assessments of Salesforce platform, product use, data, and processes.
  • Drive the adoption of Salesforce industry accelerators and assets to support differentiation and delivery excellence of the Salesforce platform.
  • Responsible for building dev-ops operating model, continuous integration (CI), testing framework and ownership of release management, version control and automated build process for the Salesforce platform.
  • Grant/remove and maintain user licenses. Design and maintain security model in Sales and Community including sharing rules, security levels, user roles, profiles, and role hierarchies.


  • 10 + years of experience working on configuration, development, and implementation of application (Sales Cloud, Service Cloud and Customer Communities).
  • 5+ years of experience in leading project teams and delivery of end to end full lifecycle Salesforce Sales Cloud global implementations
  • 10 + year of experience with design and configuration of Salesforce Sales Cloud functionality, Lead Management, Account Management, Opportunity Management, Quotation Management, Order Management, Customer Interaction Management, Price Books, ERP/SAP Integration for master and transactional data.
  • Experience with design and configuration of configuration of Salesforce features to design business processes including Object Design, Page Layouts, Workflows, Approval Processes, User Roles & Profiles, Permission Sets, Custom objects, Workflows Rules, Email Templates, Process Builder, Flows, Lightning Pages, Custom Metadata Types, Visual Flows, Lightning Flows.
  • Experience with design and configuration of Service Cloud functionality, Case Management, Knowledge Management, Case Escalation, Case SLA Management, Email to Case.
  • Experience with general setup and governance such as Salesforce limits usage, security, access settings, user access, installed packages, etc.
  • Experience with User Interface design using Salesforce Visual force, HTML5, JavaScript, CSS, Lightening, jQuery, REACT JS, Angular, AJAX including custom views in Salesforce Mobile App
  • Experience with design and integrating Salesforce to ERP/SAP for Master and Transactional data leveraging REST/SOAP APIs (XML, JSON) integration design patterns for real time and batch processes.
  • Experience with Salesforce SSO configuration and integration with Identify Providers (Azure AD) across Salesforce Web, Salesforce Mobile1, Salesforce Outlook Plug Ins
  • Experience with custom design for Sales business process design leveraging Salesforce APIs, Apex Triggers and Classes, SOQL, Visualforce, Lightning Components, Tool.
  • Experience in various CPQ functionalities like Product Configuration, Bundle Pricing & Discounting Rules, Quote, Quote Output Generation, Order, Contracting Processes, Cart configuration, Perpetual and Subscription-based Licensing, Cancellations, Co-terming, and Renewals.
  • Familiar with integration approaches and tools including Salesforce Connect and oData and ETL tools like Data Loader
  • Experience with Salesforce Lightning, Aura, LWC and integrating SFDC with multiple business applications.
  • Experience developing integration processes using's Web Services API and third-party integration tools like Apex Data Loader etc.
  • Active and current Salesforce certifications (Administrator/Advanced Administrator, Sales Cloud /Service Cloud, Community Cloud)
  • Experience in implementing and configuring Pardot.
  • Knowledge automated deployment / DevOps tools and technologies
  • Knowledge of source control management tools such as Git, Bit Bucket
  • Ability to manage multiple projects in a fast-paced, deadline-driven environment
  • Must have excellent oral and written communication skills
  • Strong IT project and operations experience with exposure to IT/business strategy, process improvements, applications delivery, and support.
  • Modern team player who leads by example. Active driver of change and can-do attitude.

About Us

You know our brands. You love our brands. You just may not know they are ours.

If you have touched a Five Star notebook, a Swingline stapler, a Quartet dry erase board, or a Kensington computer mouse, you have touched part of ACCO Brands Corporation. With annual revenues of nearly $2 Billion, ACCO Brands (NYSE: ACCO) designs, markets, manufactures and sells branded academic, consumer and business products globally. The power of our brands, our unmatched global customer reach, and our strategic market strengths put us in a position to achieve global leadership and growth. We're proud of our long history of industry leadership and innovation and are focused on delivering exceptional value to our customers by providing unique, cutting-edge, branded products.

Apply and build your future with ACCO Brands.

More information about ACCO Brands, the Home of Great Brands Built by Great People, can be found at

Keywords: ACCO Brands, Arlington Heights , CRM Lead, Salesforce Sales & Service Cloud, Other , Lake Zurich, Illinois

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