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Salesforce & Marketo Operations Lead

Company: UL
Location: Palatine
Posted on: October 14, 2021

Job Description:

Legal.Cyber.Tech.Software.IMS – Woman with Computer - Build It

At Underwriters Laboratories, we know why we come to work.


We are endlessly curious and wake up every day with a common purpose: to make the world a safer, more secure and sustainable place. Underwriters Laboratories is a nonprofit organization dedicated to advancing the UL public safety mission through the discovery and application of scientific knowledge. We conduct rigorous independent research and analyze safety data, convene experts worldwide to address risks, share knowledge through safety education and public outreach initiatives, and develop independent standards to guide safe commercialization of evolving technologies. Our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence.


To learn more, visit


Underwriters Laboratories has COVID-19 protocols and policies in place. Business related travel on behalf of Underwriters Laboratories requires proof of COVID-19 vaccination.

The Salesforce & Marketo Operations Lead will manage the ongoing implementation, development, and administration of our recent Salesforce deployment and existing Marketo instance. Experience and expertise with both of these platforms is critical to solving challenges, and is integral to understanding and optimizing our nonprofit’s stakeholder relationships in the advancement of our mission. Your success will create growth opportunities for yourself and the organization.


This is an individual contributor role and you will receive support from strong teams matrixed across the organization. You must be able to lead projects from end-to-end. This includes managing the delivery of solutions and supervising other resources to meet deadlines and budgets. Just as important, you must be adept at listening, communicating and managing expectations as you work with stakeholders at all levels to achieve their desired outcomes.


The role will work closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy enhanced stakeholder outreach and collaboration initiatives, including strategic events, research opportunities, standards development, education efforts, and executive communications. This role is part technical project manager, part administrator and part Salesforce and Marketo strategist and analyst. The Salesforce & Marketo Operations Lead will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our CRM platform and MAP instance.


Job responsibilities include:


Salesforce specific

  • Effectively manage project scope and budget using both Agile and Waterfall methodologies
  • Facilitate requirements gathering sessions with wide ranging levels of business stakeholders
  • Translate business use cases and processes into solid requirements and design documentation
  • Identify gaps in requirements or processes and suggest/solution appropriate work arounds
  • Ability to implement design elements using native, declarative functions and understand when the platform should be extended with development
  • Manage UAT activities including creating thorough test cases, facilitating user execution, handling defects and obtaining client sign-off
  • Remain current on rapidly changing product suite and be able to speak to/implement best practices
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
  • Complete regular internal system audits and prepare for upgrades
  • Manage data feeds and other integrations
  • Coordinate the evaluation, scope and completion of new development requests
  • Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities
  • Assist in training of new users, and grow the skill set across the organization
  • Effectively act as the liaison between our users, vendors and the application development teams
  • Work independently with members of the user community to define and document development requirements


Marketo and other duties

  • Has accountability for the performance and results within own discipline or function
  • Lead development of scalable processes within the department that guarantee best practices
  • Leads external and internal marketing technology stack analysis projects and activities
  • Lead marketing system integration and migration projects and activities and activities for acquired companies
  • Build, maintain and leverage strong cross-functional partnerships at peer level across the organization with business units, client services, sales, operations and finance
  • Lead the ongoing analysis of marketing investments, pipeline impact and goal setting to the Marketing leadership team
  • Lead all of Marketing Operations areas including MAP/CRM administration, lead scoring, nurture, lead management, campaign tracking, database health, targeting and segmentation plans and alignment with sales operations
  • Lead analytics projects and activities to support team performance objectives
  • Lead projects and activities on visibility and analysis of results; provide analyses and interpretations of campaign data and market insights to identify key drivers for improvement
  • Lead projects and activities on planning, budgeting and forecasting for the (Marketing) team
  • Lead optimization projects and activities for website and funnel related activity

  • Bachelor’s degree with generally, eight years or more of related experience.
  • Minimum three years of experience as a administrator
  • Marketo/MSD experience strongly preferred
  • Experience with nonprofit processes preferred
  • Admin (ADM201 and ADM211) certified
  • Sales Cloud, Service Cloud and Developer certifications preferred
  • Proven ability to design and implement new processes and facilitate user adoption
  • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
  • Strong understanding of best practices and functionality
  • Strong data management abilities
  • A documented history of successfully driving projects to completion
  • A demonstrated ability to understand and articulate complex requirements

 Minimum skills preferred

  • Strong written and oral communication
  • Strong collaboration
  • Strong project planning and management
  • Business acumen
  • Budget management
  • Strong analytical skills
  • Capabilities and experience working with senior leaders. Team player.
  • Sufficient IT knowledge to identify and manage needed infrastructure support and software support solutions

  • Mission: For Underwriters Laboratories, corporate and social responsibility isn’t new. Making the world a safer, more secure and sustainable place has been our business model for the last 125+ years and is deeply engrained in everything we do.
  • People: Ask any Underwriters Laboratories employee what they love most about working here, and you’ll almost always hear, “the people.” Going beyond what is possible is the standard at Underwriters Laboratories. We’re able to deliver the best because we employ the best.
  • Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers’ create. We’re inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.
  • Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.

Working at UL is an exciting journey that twists and turns daily. We thrive in the twists and revel in the turns. This is our every day. This is our normal. Curious? To learn more about us and the work we do, visit

Keywords: UL, Naperville , Salesforce & Marketo Operations Lead, Other , Palatine, Illinois

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