Director, Commercial Platform Lead (CRM)

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

At Webster Bank, our financial intermediation activities are organized broadly around three distinct lines of business: the Consumer Bank, the Commercial Bank, and HSA Bank. This position will be aligned with the Commercial Bank, reporting into the Platforms and Solutions team within the Commercial Administration organization.

The Director, Commercial CRM will be responsible for overseeing the vision and direction of the Commercial Bank’s Salesforce deployment.

Responsibilities

• Serving as the front line (colleague facing) subject matter expert - requires an intimate understanding of the bank's implementation of Salesforce including the modules and data fields utilized, the data sources required to effectively operate the software, and the core data outputs derived from the software
• Continuous relationship management with internal Salesforce IT team - navigation of resource prioritization and assessing technical difficulty of LOB functional needs to ensure Commercial Bank priorities are delivered by partners
• Collaboration with numerous bank divisions - this position will work with dozens of teams to ensure daily system usage and monthly/quarterly reporting are in line with strategic vision; additionally, this role will drive the roadmap for how the bank uses a CRM to deliver scale and valuable external engagement for our clients
• Bank-wide communication - proactive outreach to all system users and stakeholders regarding system enhancements, product issues, and short-term impacts to system performance; also includes direct communication with vendor and/or internal IT partners to address data issues or system enhancements
• Ongoing maintenance and improvement of templates / custom fields - requires a nuanced understanding of permission set groups, various user personas, and management of page layouts
• Ongoing access control maintenance - includes approving access for new joiners and colleagues that transition roles; monitoring of user access levels in conjunction with business leaders
• Creation of internal knowledge collateral - includes the development and maintenance of user procedures, succinct training for system navigation / foundational tasks
• Be an integral member of the Commercial Administration team to drive key initiatives forward.

Education, Skills & Requirements        

• Bachelor’s degree required.
• 5 years of experience or more in the financial services industry or technology space is preferred; specifically, experience in product management; deposit operations / technology; lending systems; project management; and foundational banking concepts
• Candidates must have notable experience with Salesforce Financial Services Cloud (FSC); nCino experience is a plus.
• Ability to assess industry trends and best practices in Salesforce product management, paired with an effective ability to translate into continuous improvement and innovation of existing internal processes
• Ability to deeply understand business requirements, and translating them into product requirements, user stories, and acceptance criteria; prior roles with exposure to, or embedded within, a bank’s IT organization are critical
• Ability to mentor and coach team members to support their professional development
• Control-minded, systems-oriented individual with exceptional organization skills and attention to detail
• Self-motivated, inquisitive, and resourceful, focused on continuous improvement.
• Team player with a positive attitude and contributes to an energetic and motivated team environment with a strong sense of urgency and work ethic.
• Strong written and verbal communication skills; ability to produce high-quality, succinct deliverables
• Prior experience with Fiserv Signature is highly preferred
• Familiarity with software/systems used in the end-to-end lending process (i.e., Commercial Loan Systems, Sageworks, PrecisionLender, CIP/CDD tools, etc.) is highly preferred
• Proficiency in Microsoft Office applications

The estimated salary range for this position is $120,000 USD to $150,000 USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.