Crm Applications Manager Jobs

Who we are:

Want to make an impact? Join our pack and come work (and play!) with us.

We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.

Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, London, San Antonio, Spokane and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.

At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.

Meet the CRM Systems Team:

Our mighty team of three Application Analysts support the CRM applications that Rover relies on to manage customer contact. This means you'll have the opportunity to work with a broad cross-section of Rover teams on projects that really make a difference. Our current tech stack is Zendesk for core CRM and Talkdesk for telephony. The team also supports our internal project management (Jira) and content management (Confluence) solutions, too. All of our supported apps are multi-tenant, cloud-based, i.e. no on-prem servers.

Your responsibilities:

• Lead large, medium, and small-sized cross-team/department projects
• Organize, coordinate, and prioritize incoming work requests
• Manage and grow an outstanding team of three Application Analysts
• Continuously improve how the team intakes and processes its work
• Provide thought leadership (strategy) on how Rover can best use its CRM systems
• Implement technical solutions (e.g. features, integrations, etc.) that align with the functional requirements provided by the business teams you support
• Have a passion for improving Rover's customer experience!
• Deliver on (and contribute to) Rover’s ambitious CRM roadmap
• Manage expectations with our partners, e.g. Europe Operations (Ops), North America Ops, Ops Program Management, Ops Analytics, Ops Scalability, Vendors, InfoSec, Legal, Tech, etc.
• Participate as a technically capable “hands on” manager/administrator in the tools you support
• Use our Jira ticketing system and honor our SLAs
• Help Rover gain new customers and retain our existing ones

Your qualifications:

• At least three years of CRM systems application support experience, preferably Zendesk and Talkdesk
• Experience with multi-channel customer contact, e.g. Chat, Messaging, Social, Telephony
• Experience building and gaining consensus on overarching technology (preferably CRM technology) strategies that align with business needs
• Fantastic verbal and written skills
• At least three years of people management experience
• Bachelor’s degree in IT, MIS, Computer Science or related field or equivalent experience

Nice to haves:

• Experience with compliance and regulatory requirements, e.g. GDPR, CCPA, SOX
• Experience with Atlassian’s Jira and Confluence
• Exposure to AI and Chatbots
• Active participant in at least one RFP, RFI, and/or RFQ

Our style:

• We're serious about the quality of the services we provide and believe in measuring our performance and striving to improve
• We are committed to building, fostering, and maintaining a culture of inclusivity and diversity both on our teams and in our solutions
• We embrace progressive IT practices, we’re a cloud-first Agile shop
• And dogs in the office. Bring yours, too!

Benefits of working at Rover:

• Bring your dog to work (and unlimited puppy time)
• Competitive benefits package, including medical, dental, and vision insurance
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly )
• Competitive compensation
• Pet benefits, including $1,000 toward adopting your first dog or cat
• 401k Match
• Commuter benefits
• Equity
• Regular team activities, including happy hours, snow tubing, game nights, and more
• Flexible PTO

Compensation:

• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process.
• In the greater Seattle area the first year salary range is $140,761 - $179,228. Additionally Rover offers equity (RSU’s) and benefits to all employees.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.

We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.