CRM Business Leader Trax Technologies
THIS JOB HAS EXPIRED Job Description:
The CRM Business Leader's role is to generate measurable value from Trax Technologies CRM and other customer-facing systems. The CRM Leader will supervise and maintain the installation, configuration, and support of the Trax Technologies' customer relationship management (CRM) software through best practices and direct management of the CRM system. This person will work across Trax functional areas including Sales, Marketing, Customer Support, Professional Services, Project Management, Finance and, IT. The CRM Business Leader will continually deliver additional value by analyzing requirements from functional areas, developing business cases where needed, prioritizing projects and delivering successful results. This person will resolve program issues in a timely and accurate fashion either directly or by working with third-party providers.
The CRM Leader will also apply proven communication and problem-solving skills to guide and assist the user group on issues related to the design, development, and deployment of CRM and other customer-facing software critical to business operations.
Strategy & Planning
Ensure that CRM and related applications meet corporate objectives, fulfill end-user requirements, and identify and resolve business requirements issues.
Gather, analyze, and define end user requirements for CRM data access and usability in accordance with Trax business objectives
Assist in the creation of long-term strategic goals for achieving and maintaining high data quality in conjunction with CRM users, department managers, clients, and other key stakeholders.
Develop, implement, and maintain policies, procedures, and associated plans for CRM software administration and appropriate use.
Acquisition & Deployment
Install, configure, and deploy CRM applications, systems software, and associated products throughout the enterprise.
Collaborate with analysts, developers, and system owners in the testing of new CRM programs, applications and functionality.
Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.
Negotiate contracts and liaise with CRM software supplier for prompt rectification of any problems or emergencies.
Conduct research on new and emerging CRM technologies or technologies that can be leveraged through existing CRM investments.
Manage the development and delivery of the Trax customer portal technology.
Liaise with Trax IT, network administrators and software engineers to assist with quality assurance, program logic, and data processing.
Establish service level agreements with CRM users, and provide on-call technical support for these users.
Devise, coordinate, and conduct data-cleansing initiatives to purge and eliminate corrupt or redundant information from CRM database.
Benchmark CRM initiatives against best practices to ensure optimal performance.
Investigate and fix fields that have become outdated due to new business/value rules, new processes, or redesigned data warehouses.
Formulate and conduct training sessions and teaching materials for propagating CRM knowledge throughout the organization.
Recommend, schedule, and perform software improvements, patches, upgrades, and/or purchases.
Formal Education & Certification
Four-year college diploma or university degree in business, systems design, or marketing, or seven or more years equivalent work experience.
Certifications in Quality, Business Process, and CRM Technologies desired.
Knowledge & Experience
Five or more years direct experience in all aspects of managing CRM and related applications.
Significant professional services background working with customers.
Proven experience in overseeing the direction, development, and implementation of CRM software solutions.
Experience with reports, dashboards and analytics.
Direct, hands-on experience with automated software management tools.
Strong knowledge of CRM software quality assurance best practices and methodologies.
Strong knowledge of data management, including data capture, warehousing, segmentation, mining, storing, cleansing, and security.
Extensive experience with core software applications, including ERP systems, marketing technologies (Marketo or similar), customer portals (externally or internally facing), and mobile solutions.
Working knowledge of network and PC operating systems, including Apple, MS Windows.
Working knowledge of current network hardware, protocols, and standards.
Significant project management skills and exposure to project-based work structures.
Knowledge of applicable data privacy practices and laws.
Excellent understanding of the organization's goals and objectives.
Strong customer-service orientation.
Passionate about bringing value to Trax.
Excellent written and oral communication skills.
Excellent listening and interpersonal skills.
Ability to communicate ideas in both technical and user-friendly language.
Ability to conduct research into application issues and products.
Highly self-motivated and directed, with keen attention to detail.
Able to prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Occasional evening and weekend work to meet deadlines.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
Ability to participate in training sessions, presentations, and meetings.
Some travel, including international travel, may be required for the purpose of offsite software installation, training, and configuration.
||Scottsdale, AZ |
THIS JOB HAS EXPIRED