Manager, IT Business Relationship – Salesforce

at Carolina Tractor
Published June 1, 2023
Location Charlotte, NC
Category Default  
Job Type Full-time  


Join the CTE Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed.

Since 1926, we've supported the strength of our communities by supplying equipment for critical infrastructure and commerce, and by funding programs that advance social and economic vitality. Being around for nearly 100 years means we change and pivot to capture opportunities and avoid challenges. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Join a leading solutions provider and be a part of a group of highly skilled technicians, sales and support team members who exist to serve as a trusted partner to our customers, communities and fellow employees.


The IT Business Relationship & Program Manager is a member of the Business Technology team, reporting directly to the Director, Enterprise Salesforce Platform & LiftOne BT Business Partner. This position will be responsible for acting as the liaison between IT and the LiftOne business function to understand both business operational and development needs, to assist with the oversight and prioritization of IT projects, to develop IT/business capability roadmaps and to ensure IT projects align with technology that best provides return on investment aligning to both the IT and business strategies.

The BR/P Manager will manage the overall delivery of IT services to the designated business function, including vendor and project management. This position will coordinate with the PMO, infrastructure, support, development/database/integration, and technology services teams for ensuring quality of support and solutions. The BR/P Manager will leverage agile principles and a project management discipline to deliver a portfolio of technology solutions with the aid of an agile scrum master, PMO Project Managers, but also will need to act and serve as a lead project manager as needed.

This position will develop and manage the CAPEX and OPEX budgets for its application portfolio, as well as communicate project and budget status to key business stakeholders.

Specifically, this role will oversee the team and development of customized solutions within the ServiceMax / Salesforce platform and middleware and digital layers to support critical business functions that meet project objectives.

The expectations of this position, as stated above, are not all inclusive, but generally describe the responsibility of the position. Other responsibilities may be assigned as necessary to support the business environment.

Given that the role will interact heavily with senior members of both the LiftOne business and Business Technology teams, candidates must bring a "customer service" oriented approach to their work, seeing their primary function as an enabler to business solutions. As such, the following traits will be valued when evaluating candidates:

* Customer Driver: Uncompromised focus on helping our internal customer achieve success.
* Positive Engaged Employee: Recognizing that our employees work and succeed together.
* Accountability: Honoring commitments, taking action, and following through to closure.
* Adaptability: Continuously seeking to improve the business and one's self.
* Detail Oriented: Getting the details right in all work products and communications.

Essential Functions


* Provide leadership advice on the ServiceMax / Salesforce and Digital platforms.
* Oversee the development and testing of solutions within the ServiceMax / Salesforce and digital platform to support critical business functions and meet project objectives.
* Oversee and manage daily support and maintenance of our Salesforce instance.
* Oversee and manage daily support and maintenance of our MuleSoft middleware layer.
* Other duties as assigned.


* To represent IT within LiftOne by maintaining a high degree of visibility within the business and attending business meetings and appropriate management forums, providing a central point of information for all related IT activities
* To represent the business needs and interests within IT, contributing to appropriate IT team, operational and development meetings.
* To maintain a detailed knowledge of the key business processes and systems employed by the business.
* Oversee or Lead solution business requirements gathering and solutioning.
* To maintain an up to date, detailed understanding of both Business and IT strategy
* To assist with the prioritization of projects, particularly using cost / benefit analysis to proactively manage business demand.
* To assist the Solution and Enterprise Architect/s to develop the information technology architecture model by being able to make objective recommendations regarding the relative fit of technology to business need.
* To maintain a detailed understanding of IT both operational performance and progress of ongoing development, playing a leading role in problem resolution.
* To assist with the operational and commercial relationship management of third-party suppliers.
* To assist the business to form process and systems solutions that are appropriate and adequate to satisfy both tactical and strategic business needs.
* To play a proactive role in Contract and Service Level Agreement negotiations.
* Conduct solution/vendor RFP's.
* Act as a program or project leader/manager, coordinating the work of both internal and external IT resources when required.
* Participate in the organization's Change Management Process.
* Other duties as assigned.

Supervisory Responsibilities

This job has supervisory responsibilities.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

* Bachelor's Degree or equivalent experience in Software Development.
* Preferred: Degree in Information Technology or Computer Engineering.
* Preferred: B.A. or Masters in Computer Science or Management Information Systems
* Required: Seven or more years of IT Application Delivery / Management experience.
* Required: Five or more years of IT Business Analysis experience.
* Required: Five or more years of Program or Project Management experience.
* Required: Three or more years specific business domain experience or equivalent cross-functional IT project work.
* Required: Process mapping and improvement capability.
* Required: Strong technical program and project management experience.
* Required: Subject matter expertise relevant to assigned business area.
* Required: Ability to effectively communicate business needs to the technology teams.
* Preferred: Technical background with coding experience.
* Preferred: Experience utilizing MuleSoft as a middleware
* Preferred: Strong blend of service industry experience and technology

Certificates, Licenses, Registrations

Preferred for candidate to have Salesforce, ServiceMax, or relevant certifications.


* Customer first focus and seek to understand how solutions can benefit the customers daily life.
* Growth mindset with the desire to work in a collaborative environment to promote and drive team performance.
* Possess strong analytical, design, and problem-solving skills. Able to communicate complex problems in a non-technical and simplified manner.
* High level of motivation, self-starter, excellent at follow-up, team-player with ability to deliver within defined timelines. Well organized and able to work on own initiative.
* Demonstrated ability to succeed in a fast-paced, dynamic, and high growth technology environment.
* Accountable: Does what they say. Honors commitments. Takes action. Follows through.
* Detail Oriented: Gets the details right in all work products and communications.
* Positive & Engaged: Brings a positive attitude to work. Understands that employees succeed together.
* Principled: Does the right thing. Remains honest and provides constructive feedback.
* Adaptable: Improve always. Seeks to continuously improve the business, the team, and themselves.

Language Skills

* Strong communication skills (written, verbal, presentation).
* Able to communicate understanding and empathy when dealing with internal customers.
* Excellent presentation and communication skills. Able to influence and engender collaboration.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.