Vontier Manager, IT Service Solutions Salesforce in Helena, Montana
The Manager, IT Service Solutions is part of the Digital Customer Experience (DCX) organization and plays a critical role to Gilbarco Veeder-Root’s success in maturing its customer-centric vision and meeting business goals through delivering great customer experience. This individual’s principal goals are to develop and manage solution portfolios to support service and support initiatives and the IT platform strategy, by establishing, maintaining, and communicating global standards. This includes liaising with Service and Support department heads across the globe to ensure we are providing customers with a uniform and seamless experience across all GVR’s technology touchpoints, including the Salesforce platform ecosystem and auxiliary technologies. This position is VIRTUAL and can be in Europe or the United States.
The DCX organization at GVR operates as an agile development team with the goal of building scalable tools, enabling the company to continually achieve greater customer satisfaction, increased efficiency, and profitability. In addition to providing consultative support, you will also be involved in assisting with design, testing, and QA of technical solutions and tools designed to support integrations and professional services.
The incumbent is a strategic thinker and a strong relationship builder and communicator, with an ability to work collaboratively across functional, geographical, and cultural boundaries. They will build an understanding of the relationships between internal and external GVR customers and are able to translate the needs into business requirements and digital designs. Working with functional and technical teams, the role will drive the execution of the solutions and support the go to market plans.
Partner with the Services groups and IT leadership to ensure that we formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies.
Responsible for the design and delivery of marketing technologies to underpin a seamless customer experience across all stages and touchpoints in a customer journey, enabling the company to continually achieve greater customer satisfaction, increased efficiency and profitability.
Champion and promote a customer centric approach with a "Digital Customer Experience" orientation, across all levels of the IT organization.
Ensure a strong on-going collaborative working relationship between IT and Marketing, consistently delivering great end-to-end customer experiences through all technology solution deliverables.
Build on-going, bi-directional feedback loop with customer facing teams, to obtain Voice of Customer feedback, which is translated into meaningful insights and enhancements.
Contribute to a culture of problem-solving, strategic thinking and customer-centric orientation amongst the team.
Maintain an agile and dynamic delivery to facilitate timely responses to changing project / core solution requirements and customer objectives and innovate ways to meet mission goals successfully.
Own the technical specifications, design, and solution architecture of marketing tools
Partner with Marketing leaders and experts with deep domain expertise, to build fit-for-purpose technical roadmaps and strategies, underpinning and enabling the commercial strategies.
Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels, to deliver timely, accurate and relevant customer insights.
Bachelor’s degree in computer science, business, engineering or a related discipline, or equivalent skills obtained through work experience.
Salesforce Administrator Required Service Cloud certification preferred.
3+ years of successful technical Service and Support and/or systems integrations experience
Hands-on practitioner's experience preferred with the following software platforms: Salesforce Service and Support Cloud
Proficiency in Salesforce CRM, with clear understanding of lead, contact, opportunity, account, and campaign objects.
Functional knowledge of integration systems, with experience integrating enterprise software between various software solutions
Strong working knowledge of the digital Service and Support technology landscape required
Ability to effectively relate technical concepts to non-technical audiences and articulating the business value of a given technical solution
Experience in scoping, clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams
Strong organizational, analytical skills and the ability to work at a highly detailed level
Design-thinking or user-centered thinking training and experience
Knowledge of agile software development process
Understands how to translate strategy into action, building roadmaps that deliver tangible and measurable business value.
Experience delivering cross-functional digital solutions, working across the commercial organizations from Service and Support.
A broad technical knowledge of Enterprise applications and experience of delivering fit-for-purpose business solutions including IT services, information risk and security guidelines, and architecture standards a plus
WHO WE ARE
The world depends on Gilbarco Veeder-Root products to stay moving. We are the worldwide technology leader for retail and commercial fueling operations. We continue to evolve as smart cities, urbanization, electrification of vehicles, and advanced vehicle diagnostics drive the industry forward. Offering the broadest range of innovative, integrated solutions in the industry, Gilbarco Veeder-Root has delivered value, built extraordinary teams, and earned customer trust for more than 150 years. To learn more about us visit: www.gilbarco.com .
WHO IS VONTIER
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.
Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.
"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."