CRM Manager

Job Summary

ESSENTIAL FUNCTIONS

• Configure features and functions in the CRM platform (Microsoft Dynamics, Salesforce, etc.) to meet business requirements
• Lead the process of gathering and defining business requirements, including the discovery, analysis, and documentation of business requirements, process flow, metrics and reporting
• Identify current limitations in existing operations / workflows and areas of redundancy within systems to define, document and present requirements for integration / improvement of these systems – including workflow tools, related hardware and software and current and future state of process flows
• Maintain functional areas of leads, contacts, accounts, opportunities, dashboards and reports
• Facilitate vendor work sessions to determine requirements, processes and daily data migration
• Work in a cross functional environment with various business groups, IT and end users to identify, document, and communicate business processes
• Act as the subject matter expert and first line of support for the business processes and day-to-day operation infrastructure and systems
• Maintain and enhance visual layout, workflow rules and business logic layer to streamline and enhance business processes and improve user experience
• Create and administer training for the CRM system
• Work with IT and other 3rd party vendors to maintain smooth operation and performance of the platform
• Coordinate and lead user acceptance tests with the business units and end users against business requirements
• Maintain key system metrics to track trends in usage/adoption and data integrity
• Manage the budget and license counts for all CRM platforms
• Other duties as assigned

 
QUALIFICATIONS

• Bachelor’s Degree in Information Systems, Business Administration, Engineering, related field or equivalent experience required
• 2+ years of business analysis and/or data analysis experience
• Strong customer focus, ability to probe customer needs and translate customer requirements into system specifications
• Superior knowledge of CRM business processes and CRM best practice
• Strong communication skills and the ability to successfully work with all levels of an organization
• Demonstrated ability to successfully work in a cross functional team environment
• Excellent organizational, communication, and interpersonal skills
• Ability to plan, organize, and prioritize assignments, and to meet critical and established deadlines; Ability to manage multiple assignments simultaneously
• Ability to learn quickly and demonstrated ability to work independently and as part of a high-performance team
• Salesforce.com or Microsoft Dynamics administrator certification preferred
• 2+ years of strong operational experience with Microsoft Dynamics or SalesForce.com preferred