Associate Director of CRM Systems & Services

February 2, 2024
Boston, MA
Job Type


Associate Director of CRM Systems & Services

Cooley is seeking an Associate Director of CRM Systems & Services to join the IS Legal Competitive & Enterprise Intelligence team.

Position summary: Cooley Information Services (IS) embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. To that end, the Associate Director of CRM Systems & Services is expected to recognize that the Cooley IS department is a service organization first and foremost and will be evaluated on this requirement equal in importance to the technical or operational responsibilities outlined in this document. Specific duties and responsibilities include, but are not limited to:

Position responsibilities:

  • In collaboration with Director of Legal & Client Information Services, develop the mission, vision and roadmap for the function, identifying goals, objectives, and metrics consistent with Firm and IS strategy
  • Responsible for CRM related operations to support and augment the Director of Legal & Client Information Services overall responsibilities. The role provides the necessary leadership, executive support, strategic and tactical guidance to develop a world-class program supporting CRM management and compliance
  • Responsible for architecting, designing, guiding development, and championing technical best practices for the Salesforce platform and integrations
  • Work closely with the Associate Director, Marketing Operations, ensuring a collaborative working environment between IS, Marketing/Business Development and the success of aligned functions at a global level
  • In coordination with Marketing/Business Development, develop and manage budgets for CRM and wider Marketing technology initiatives
  • Play an integral role in the Firms data vision, working collaboratively with the Data Strategy team, other data managers and key enterprise database owners
  • Responsible for developing and implementing customer relationship management strategies to increase customer satisfaction and loyalty
  • Responsible for optimizing the economics of the CRM Systems and Services teams (business value for effort expended)
  • Responsible for improving the accuracy and standards of information within the CRM
  • Coordinate with the General Counsel to ensure there are the necessary rules and processes in place to affect data protection compliance within the CRM
  • Accountable for:
  • technical ownership and development on platform, including integrations
  • overall design and administration of Salesforce
  • management of CRM Services & Systems resources
  • backlog grooming and sprint planning efforts
  • Accountable for:
  • representing the needs of the business and meeting with key business stakeholders to define requirements
  • product backlog and control of new requests
  • validation of development against user requirements and acceptance criteria
  • validation of defect severity and priority
  • provision and development of stakeholder communications and general Salesforce training in conjunction with IS Learning Design and Delivery

Other position responsibilities:

  • Deputize for the Director of Legal & Client Information Services when appropriate in the areas of CRM provision and promotion
  • Provide leadership to foster a culture of teamwork and cooperation and an environment that accepts change and promotes collaboration
  • Oversee the structure and management for assigned areas to effectively meet stakeholder needs, incorporating recommendations for delivery of services in the context of a constantly changing and competitive environment
  • Identify service trends from within the Firm, peer firms and other relevant industries for potential integration to improve services
  • Develop and coordinate department-specific orientation and training programs for department business professionals to ensure the team receives training necessary to meet the firms needs, and that team members receive developmental opportunities and mentorship
  • Recommend, plans, implement, administer, and evaluate effectiveness of services and resources of both teams
  • Serve as direct supervisor and mentor to direct reports
  • Provide day-to-day supervision of direct reports, ensure compliance with assigned work hours and monitor for compliance with all firm and department policies. Manage staffing coverage, review and process time logs/time off requests
  • Support business professional development and continued educational opportunities
  • In collaboration with immediate supervisor and CN HR, participate in hiring, performance appraisals, counseling, termination and other employee lifecycle events
  • Seeks opportunities, both internal and external for professional development
  • All other duties as assigned or required

Skills and experience:


  • After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
  • Ability to work extended and/or weekend hours, as required
  • Ability to travel, as required
  • 10+ years Salesforce Sales Cloud Technical or Product Lead, having managed Salesforce admins, developers, and architects in a professional services environment with 3+ of that time in management roles (preferably with some senior management experience)
  • Bachelors Degree
  • Experience with independently assessing client needs and developing responsive solutions
  • Experience in reducing technical debt and upgrading processes and innovating on the Salesforce platform to ensure CRM capabilities are optimal
  • Experience in the evaluation, implementation, and maintenance of business tools, collaborating effectively with both technical and business teams
  • Experience maintaining and supporting customer service philosophies
  • Mastery of the Salesforce Sales Cloud toolset and core relationship management concepts


  • Salesforce certifications such as: Salesforce Strategy Designer, Salesforce Application Architect, and Salesforce Sales Cloud Consultant
  • Experience working within the legal services sector
  • Supervisory management experience strongly preferred


  • Excellent written, verbal communication and presentation skills
  • Effectively communicate strategies and goals to ensure alignment across the teams
  • Strong and proven management aptitude
  • Intellectual curiosity, the ability to derive connections and synthesize information and facts
  • Ability to work in a fast-paced environment with demonstrated ability to coordinate multiple competing tasks and demands, provide high levels of customer service, whilst maintaining a professional demeanor
  • Ability to strategically prioritize workload and projects and delegate effectively
  • Team player with the ability to foster a culture of teamwork and cooperation
  • Ability to remain positive and upbeat despite obstacles
  • Ability to keep current with new developments, master new technologies, and adapt to change
  • Exceptional customer service skills
  • The ability to be proactive, creative and an independent thinker

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.


The expected annual pay range for this position is $195,000 - $235,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 25 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.


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