Senior Commercial Services Manager

Overview

Are you ready to lead and innovate in the dynamic world of IT solutions? We are seeking a passionate and experienced Senior Commercial Services Manager to lead our global IT Commercial Services (CS) Center of Excellence (COE). You will own the strategic direction, drive operational excellence, and ensure the continuous optimization of the IT solution landscape supporting our worldwide sales and marketing functions.

This encompasses comprehensive responsibility for the global Salesforce and broader Sales and Marketing solution strategy and lifecycle, ensuring rigorous alignment with overarching business objectives to deliver significant measurable value and a competitive edge across the commercial domain. Join us at WD-40 Company and be part of a team that thrives on innovation, collaboration, and continuous improvement!

Note: Text kept from the original job description to reflect responsibilities and expectations.

• Develop and execute COE strategy, including the identification and development of people, processes, and technologies best practices and standards.
• Make strategic decisions to ensure successful architecture, design, integrations, governance, and project execution.
• Leverage AI and data analytics to drive informed decision-making.
• Effectively lead and manage the Commercial Services team by fostering growth, providing mentorship, and ensuring alignment with organizational goals.
• Ensure complex business requirements are effectively captured and properly understood using a variety of methods, such as interviews, document analysis, workshops, and workflow analysis, to express the requirements in terms of target user roles and goals.
• Manage the development and adoption of systems through effective change management practices and training across all stakeholder groups.
• Lead cross-functional collaboration in educating and guiding as primary methods of influence.
• Effectively manage vendors and partners to ensure performance, service delivery, and value.

• Oversee the successful implementation of multi-year, global rollouts, or enhancements of Sales and Marketing solutions such as CRM.
• Collaborate and counsel with business partners, executives, and IT leaders utilizing SaaS platforms to deliver a high level of stability, compliance, security, flexibility and value, while ensuring minimal disruption to business operations.
• Collaborate with cross-functional teams to define system requirements and configuration.

• Identify and implement system enhancements and optimizations to improve efficiency, automation, and meet evolving business needs while reducing costs.
• Establish robust support processes and procedures to ensure stakeholder desired level of availability and timely resolution of issues.
• Ensure proper level of system upgrades and patches to maintain optimal performance and security.

• Identify and mitigate potential risks associated with system failures and security breaches.
• Ensure compliance with Information Security requirements and industry standards.

• Bachelor's degree in Computer Science, Information Technology, Management of Information Systems, or significant years of technology field experience.
• Master’s degree, preferred but no required.
• ITIL certification and other Technical Certifications.
• Extensive in-house experience managing medium-scale, multi-national enterprise SaaS including Salesforce and other S&M technology.
• Excellent leadership skills across diverse global business CRM, ISV, and teams.
• Experience in a “hands-on” CRM administration role.
• Experience in a multi-country role, working across different cultures and time zones.
• Deep knowledge of Salesforce connected ISV solutions, and other enterprise-level sales and marketing solutions, including Sales Cloud, Marketing Cloud, Service Cloud, Commerce Cloud.
• Strong technical expertise in system architecture, integration, and data management.
• Proficient at leading others in a purpose-driven and values-based organization to enhance individual and organizational performance.
• Excellent…