Senior Manager – Salesforce Customer Data Governance

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October 30

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FICO

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Finance • Artificial Intelligence • SaaS

FICO is a leading analytics and software company renowned for its FICO® Score, a tool widely used by lenders to assess credit risk. The company offers a comprehensive platform that leverages data, AI, and machine learning to power intelligent decision-making and customer engagement across various industries. FICO's solutions span fraud detection, credit scoring, and customer lifecycle management, making it vital to sectors such as finance and telecommunications. Its innovative products help businesses optimize outcomes through real-time analytics, business composability, and scenario management.

1001 - 5000 employees

Founded 1956

💸 Finance

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Own and manage customer data processes to ensure adherence to data standards and governance policies across the Salesforce platform and related systems. • Develop, maintain, and communicate data definitions in a comprehensive Customer Data Dictionary, defining key data elements, relationships, and business rules. • Leverage third-party data providers (e.g., Dun & Bradstreet) to manage ongoing Customer Data Enrichment activities and align enriched data with business needs. • Oversee Customer Data Maintenance, including the detection and resolution of data quality issues, duplicate records, and stale data across business units. • Leverage data tools (e.g. Demand Tools) to assist with data transformation, data audit and compliance, and duplicate management. • Triage and manage Customer Data Support Cases, including responding to new customer account and account change requests. • Collaborate with Sales, Marketing, Operations, Finance, Legal, Customer Support, and IT to ensure alignment between data processes and business objectives. • Coordinate activities (agendas, meeting cadence, etc) for a cross-functional Data Governance Council. • Define and enforce data stewardship best practices and act as a subject matter expert on customer data governance. • Partner with data integration teams to support the synchronization and validation of customer data across systems (e.g., Salesforce Marketing Cloud Account Engagement, Oracle EBS, Tenrox, Xaclty, ServiceNow). • Develop and deliver training, documentation, and guidance to empower stakeholders in proper data usage and governance practices. • Contribute to data governance initiatives, projects, and tools that improve data visibility, quality, and compliance across the organization. • Collaborate with insights teams to ensure customer data being referenced in reports and dashboards is accurate and being pulled from trusted and reliable sources. • Define and measure data stewardship success metrics, sharing insights on system customer data health and improvements.

🎯 Requirements

• 7+ years of professional experience, including 4+ years focused on Salesforce data management or CRM data governance. • Understanding of Salesforce Sales Cloud and customer data model design (Accounts, Contacts, Hierarchies, etc.). • Demonstrated knowledge of data governance frameworks, data quality metrics, and stewardship practices. • Proven ability to design and enforce data management processes that scale across regions and business functions. • Proficiency in case and issue management, particularly using Salesforce Cases or similar tools. • Familiarity with third-party data enrichment tools, especially Dun & Bradstreet (D&B Connect) integrations and workflows, is a plus. • Experience with data cleansing and deduplication tools such as Demand Tools is a plus. • Strong analytical and problem-solving skills with the ability to perform root cause analysis on complex data issues. • Excellent verbal and written communication skills, with an ability to translate technical concepts into business language. • Proficiency in data visualization tools such as Salesforce CRM Analytics or Tableau is a plus. • Skilled in leveraging the Microsoft suite, including PowerPoint, Word and Excel. • Salesforce certifications (Administrator, Advanced Administrator, Data Architecture & Management Designer) preferred. • Bachelor’s Degree in Information Systems, Business, Data Management, or related field.

🏖️ Benefits

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. • The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. • Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. • An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.