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Job Description

Position Title:

Senior Customer Relationship Manager-HSO Digital and Social Media-Mount Sinai Hospital-Full Time-Days-Remote

Position Summary:

We are looking for an experienced Solution Architect with deep expertise in Salesforce (Marketing Cloud, Health Cloud, and Data Cloud) to join our team as the Senior Manager, Customer Relationship Management. In this key leadership role, you will drive the strategic vision and execution of our marketing and CRM initiatives. Your primary responsibility will be to develop and implement a comprehensive marketing technology roadmap that aligns with our business objectives while enhancing scalability, security, and performance.

As a leader, you will oversee the design, integration, and optimization of our Salesforce platforms, crafting seamless end-to-end solutions that enable data-driven decision-making and boost customer engagement. Collaboration with digital marketing teams, IT, and other stakeholders will be crucial to ensure the successful alignment of marketing technologies with broader business strategies.

In addition, you will manage vendor relationships, provide training and support to the marketing team, and stay ahead of industry trends to continuously improve our marketing technology stack. Your skills in CRM campaign management, data analysis, and project management will be vital in maximizing KPIs, ROI, and overall business impact. This role is ideal for a tech-savvy leader who thrives on innovation and consistently delivers measurable results in a fast-paced environment.

Qualifications

Education Requirements:

• Bachelors degree or greater preferred, or combination of applicable experience and education.

Experience Requirements:

• Minimum of 7 years of experience in solution architecture, data integration, and marketing automation with at least 3 years of hands-on experience with Salesforce Marketing Cloud, Health Cloud, and/or Data Cloud.

• Proven experience supporting technology architectural review and code review.

• Ability to analyze existing processes, identify opportunities for improvement, and deliver technical approaches to deliver the desired outcome.

• Strong understanding of digital marketing strategies, customer journey mapping, and CRM systems.

• Knowledge of data security and privacy requirements such as HIPAA compliance regulations preferred.

Technical Skills:

• Expertise in Salesforce configuration, customization, and integration

• Proficient in data management, including ETL processes, data modeling, and API integrations

• Knowledge of programming languages and frameworks such as HTML, CSS, JavaScript, SQL, and Apex.

Soft Skills:

• Strong problem-solving abilities and attention to detail

• Excellent communication skills with the ability to explain complex technical concepts to non-technical stakeholders

• Leadership skills with a collaborative mindset able to work effectively in cross-functional teams

• Ability to work in a fast-paced environment with changing priorities

• Organizational skills, attention to detail, and ability to handle multiple tasks and manage deadlines

General Skills:

• Dynamic presentation and communication skills (written and oral)

• Demonstrates openness and experience with non-traditional approaches and innovative solutions to opportunities and challenges.

• Confident decision maker with excellent presence; self-starter, high energy/drive and results oriented; combines scrappy, tenacious approach with a relentlessly positive attitude.

• Perceptive, persuasive, energetic individual who can effect change in a dynamic environment while being flexible and adaptive. Comfortable with ambiguity.

• Must be able to consistently exercise sound judgment and possess strong skills in the areas of leadership, persuasion, negotiation, and people and fiscal management

Non-Bargaining Unit, 565 - HSO Digital and Social Media - MSH, Mount Sinai Hospital

Responsibilities

• Develop and Execute Roadmaps: Create and implement the marketing technology roadmap, ensuring it aligns with business goals and is scalable, secure, and high-performing.

• Lead Salesforce Integration : Design, integrate, and optimize Salesforce Marketing Cloud, Health Cloud, and Data Cloud to enhance marketing campaigns, customer engagement, and data-driven decision-making.

• Architect Solutions: Develop end-to-end solutions that integrate various marketing technologies, ensuring seamless data flow, automation, and reporting across digital marketing platforms.

• Oversee Salesforce Deployments: Manage the configuration, customization, and deployment of Salesforce solutions, ensuring they align with best practices and organizational needs.

• Ensure Data Integrity: Maintain the integrity and security of customer data across all marketing systems, optimizing data flows between Salesforce clouds and other systems.

• Collaborate with Stakeholders: Work closely with digital marketing teams, IT, and other stakeholders to ensure marketing technologies are aligned and integrated with broader business initiatives.

• Manage Vendor Relationships: Evaluate and manage relationships with technology vendors to ensure optimal performance and cost-effectiveness of marketing technology solutions.

• Provide Training and Support: Offer guidance and training to marketing teams on Salesforce tools and best practices to ensure effective use of technology in achieving marketing objectives.

• Stay Updated on Industry Trends: Keep abreast of industry trends and emerging technologies, recommending and implementing improvements to the marketing technology stacks.

• CRM Campaign Management: Drive the strategic vision and execution of CRM and marketing initiatives across the organization, overseeing and executing all CRM campaigns and activities with a focus on maximizing KPIs, ROI, and business impact.

• Data-Driven Strategy: Extract strategic insights from the customer database to drive actionable strategies and campaigns.

• Analyze and Report: Analyze campaign results, develop benchmarks, and create regular performance reports with insights and recommendations.

• Manage High-Priority Projects: Handle multiple high-priority projects as directed, ensuring timely and effective execution.

About Us

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.

• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.

• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally.

Explore more about this opportunity and how you can help us write a new chapter in our history!

“About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.”

EOE Minorities/Women/Disabled/Veterans

Compensation Statement

Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $95450 - $143175 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.