Boku - Payments Transformation Manager – AI & Automation
Requirements
• Bachelor’s degree or higher in Business Administration, Computer Science or related fields. • 5+ years of experience in Salesforce administration and CRM systems management • Salesforce Administrator certification (ADM-201) preferred • Demonstrated success in designing and implementing Salesforce solutions from scratch to support sales, and/or support teams. • Deep understanding of CRM architecture, data models, and automation tools (Flows, Process Builder, Validation Rules). • Experience with reporting and analytics tools (native Salesforce reports, Tableau, Power BI, etc.). • Strong project management and cross-functional stakeholder engagement skills. • Excellent communication and problem-solving abilities, with a customer-first mindset. • Self-starter with attention to detail, and customer-centric and analytical mindset. • Excellent with time management, prioritisation and multi-tasking in fast-paced environments. • Experience effectively partnering with internal stakeholders across the globe in multiple time zones. • Experience with Salesforce Service Cloud, CPQ, Contract Management, and customer support tool integrations (e.g., Zendesk, Intercom) is required. • Familiarity with RevOps tools such as Outreach, Gong, HubSpot, SalesLoft, Linkedin Sales Navigator • Knowledge of Salesforce APIs or basic development concepts is required. • Past experience with payments, mobile, e-commerce, website development and digital technologies is preferred.
Responsibilities
• CRM & Systems Leadership • Serve as the primary owner of Salesforce CRM and related sales/service tools (e.g., CPQ, sales enablement systems, support platforms, integrations). • Design and implement scalable solutions to meet evolving business requirements across Sales, Marketing, Customer Success, Product and Customer Support. • Define system governance, user access controls, data policies, and platform performance monitoring standards. • Cross-Functional Collaboration • Act as a strategic partner to GTM leadership by understanding operational goals and aligning CRM capabilities accordingly. • Translate business needs into technical requirements and manage the delivery of CRM-related initiatives, enhancements, and optimizations. • Collaborate with internal teams (Product, Marketing, Finance, IT) to ensure data integrity and seamless tool integrations. • Process & Data Optimization • Operationalize core GTM processes such as lead routing, opportunity management, account segmentation, renewal workflows, and case management. • Ensure CRM data hygiene, enrichment, and reporting accuracy through regular audits and automation. • Manage and evolve dashboards, KPIs, and reporting frameworks for visibility across commercial functions. • Lead or support Salesforce-related projects including system upgrades, new tool integrations, and user migrations from new areas of Boku • Manage relationships with external consultants, vendors, and platform support as needed. • Enablement & Support • Provide training, documentation, and support for system users across departments. • Monitor user adoption and engagement, identifying opportunities to improve system usability and effectiveness. • Measures of Success: • Salesforce System Health & Stability - Key system issues are identified and remediated; a regular cadence of maintenance, audits, and user feedback loops is established. • Salesforce System Health & Stability • Stakeholder Trust - Strong relationships are built with Sales, Marketing, Customer Success, and Support leadership; you are seen as a strategic partner and systems expert. • Stakeholder Trust • CRM Governance Framework - A governance model is introduced for user access, data quality standards, and change management processes. • CRM Governance Framework • Reporting Baseline Established - Core dashboards and reports are standardized and adopted by GTM teams, improving visibility into pipeline, performance, and customer lifecycle. • Reporting Baseline Established • Process Automation & Optimization - Key manual workflows (e.g., lead routing, opportunity stages, handoffs to product/finance) are streamlined or automated, improving team efficiency. • Process Automation & Optimization • User Adoption & Satisfaction - High levels of Salesforce adoption and positive user feedback are achieved through training, support, and platform enhancements. • User Adoption & Satisfaction • Strategic Roadmap Execution – provide inputs into Boku’s enhancement roadmap for ongoing Salesforce and GTM systems improvements and ensure aligned with business goals. • Strategic Roadmap Execution
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