Cooley is seeking a CRM QA Specialist 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 CRM QA Specialist 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, the following:

Position responsibilities:

• Responsible for the efficient and effective testing of features on the Salesforce platform to ensure that system functionality meets user needs and is deployed defect-free
• Create and execute test cases to verify user stories satisfy acceptance criteria
• Understands how testing and individual features tie into the larger business and technical context of the CRM system
• Collaborate with the CRM Systems Manager and CRM Systems Specialists to ensure test cases address all technical requirements
• Collaborate with the CRM Services Manager, CRM Services Analyst, and possibly Cooley business stakeholders (attorneys, marketing, business development) to ensure test cases are representative of business needs and real-world scenarios
• Define, create, and manage representative test data required for test scenarios
• Drive defect identification, triage, analysis, verification, and closure in collaboration with other team members and/or outside vendor, as needed
• Understand the software development lifecycle and collaborates with the rest of the CRM Systems and Services team to shepherd features through the lifecycle
• Familiar with Salesforce capabilities, limitations, and best practices and considers these factors during day-to-day activities

Other position responsibilities:

• Actively contribute to a culture of teamwork and cooperation and an environment that accepts change and promotes collaboration
• Effectively communicate progress and time to completion for work products to help teammates coordinate their own efforts

• Identify service trends from within the Firm, peer firms and other relevant industries for potential integration to improve services
• Seek opportunities, both internal and external for professional development
• All other duties as assigned or required

Skills and experience

Required:

• 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
• 4+ years as a tester or test lead for a Salesforce or other CRM system at a professional services organization
• Experience synthesizing disparate information - both business and technical - into clear and logical test cases
• Experience working as a team with developers and business analysts to deploy defect-free CRM technology
• Experience independently assessing client needs and to develop responsive solutions
• Experience working with test management platforms to define, document, and manage testing to completion
• Experience maintaining and supporting customer service philosophies

Preferred:

• Bachelor's Degree
• Experience working within the legal services sector
• Salesforce certifications such as: Salesforce Administrator, Salesforce App Builder, Salesforce Sales Cloud Consultant

Competencies:

• Excellent written, verbal communication and presentation skills
• Ability to work well independently and within a team environment
• 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
• 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
• 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. EOE.

The expected annual pay range for this position is $75,000 - $105,000. 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 21 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.