Customer Relationship Management (CRM)

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Chicago, IL

Corporate Strategic Resourcing

<p><strong>The Corporate Strategic Resourcing team delivers top IT talent with the highest quality service and uncompromising professionalism and business ethics to small and mid-size businesses to Fortune 500 corporations.</strong></p> <p><strong>We believe in building strong and long-term relationships regarding your professional growth, current assignment or state of your current organizational resourcing needs. We provide IT talent through the flexibility of Contract, Contract-to-Hire, or Full-Time Placement.</strong></p> <p><strong>As our CLIENT you'll gain a recruiting resource with integrity, high energy, and a strong professional network. As our CANDIDATE you'll gain access to IT Leadership positions and excellence in career support.</strong></p>

keywords: lead the team,team player,sales,analysis,teamwork,management,technical,leadership,project management,software development,experience,knowledge,organization,competencies,degree


Overview: <p>Oversee all operational aspects of the Company&rsquo;s CRM applications.&nbsp; Ensure users are properly trained and supported to fully leverage CRM systems.&nbsp; Work closely with sales and operational leadership teams to ensure CRM systems meet or exceed the needs of the business.&nbsp; Champion the use of CRM systems within the organization through effective communication.&nbsp; Manage and develop a talented team of analysts.&nbsp; Lead key CRM projects to ensure they are delivered on time and within budget.&nbsp; Work with the Director, Customer Relationship Management to develop a CRM roadmap that meets the Company&rsquo;s short, medium and long-term goals.&nbsp; This position reports to the VP, Applications Development.&nbsp;<br /><br /><br /></p>
Responsibilities: <span style="text-decoration: underline;"><strong>Key Job Responsibilities</strong></span><br /><strong><br />Software Development</strong> <br /> <ul> <li>Uses a consistent process based on best practices to manage the application team through release planning, development/configuration, building, acceptance, and packaging for multiple application projects.</li> <li>Accountable for maintaining transparency of team initiatives including expected delivery date, dependencies, and impediments.</li> <li>Ensures PSAV technical assets are appropriately maintained and protected through source control tools and best practices.</li> </ul> <strong>Operational Management</strong><br /> <ul> <li>Develop, implement and maintain policies, procedures and associated plans to ensure the Company&rsquo;s CRM software is operational and meets company goals.</li> <li>Work with sales and marketing leaders to determine how the CRM can support long term revenue growth.</li> <li>Based on the functional requirements, determine and create the appropriate configuration and workflows within the CRM.</li> <li>Ensure all new enhancements are properly tested prior to deployment. Develop, manage and conduct a comprehensive training program to support new hires, ongoing training and training related to new enhancements.</li> <li>Recommend, schedule and perform software improvements, patches, upgrades and/or purchases. Support all aspects of the CRM tool, including recurring and ad-hoc sales reporting and analytics. Work with the Company&rsquo;s IT team to assist with quality assurance, program logic and data processing.</li> <li>Work in conjunction with the Company&rsquo;s IT team to devise, coordinate and conduct data cleansing initiatives to purge and eliminate corrupt or redundant information from the CRM data base.</li> <li>Provide training and ongoing support to the Service Desk to ensure CRM service tickets are properly handled.</li> <li>Investigate and fix fields that have become outdated or no longer meet established objectives.</li> </ul> <strong>People Development</strong> <br /> <ul> <li>Develop, lead and motivate a customer centric high performance team of technical specialists. Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and analysis skill.</li> <li>Identify, implement and monitor required tools, processes and procedures to create an effective and efficient organization.</li> <li>Model and reinforce a positive working environment centered on company values.</li> <li>Manage human resource related issues including performance management, salary administration, and strategic human resources planning.</li> </ul> <strong>Project Management</strong><br /> <ul> <li>Establishes goals and prioritizes project assignments based on direction from IT Leadership.</li> <li>Provides the IT Leadership and / or PMO with estimates, identifies inter-project technical dependencies, and plans release dates.</li> <li>Works with product owners, business leaders and business analysts to evaluate business requirements.</li> <li>Plans and coordinates shared use of software environments to support all lifecycle activities (development, testing, training, troubleshooting, etc.).</li> <li>Directly manages external vendor services which supplement technical skills and/or internal development team availability. Projects to include, but not limited to: CRM enhancements, data governance, improved user experience and use cases and improved reporting and operational efficiency as it relates to the sales process.</li> </ul>
Requirements: <span style="text-decoration: underline;"><strong>Job Qualifications</strong></span><br /> <ul> <li>BA/BS degree in business systems design or marketing preferred</li> <li>Extensive experience with Microsoft Dynamics CRM, Microsoft Certified CRM credentials a plus</li> <li>7+ years direct experience in all aspects of managing CRM applications</li> <li>Direct, hands-on experience with automated software management tools</li> <li>Experience directly leading high-performing teams</li> <li>Skilled in &ldquo;managing through influence,&rdquo; driving results requiring contribution from multiple stakeholders without direct oversight</li> <li>Strong knowledge of CRM software quality assurance best practices and methodologies</li> <li>Strong knowledge of data management, including data capture, warehousing, segmentation, mining, storing, cleansing, and security</li> <li>Working knowledge of network and PC operating systems, including Microsoft Office, Microsoft Dynamics CRM, and SharePoint</li> <li>Knowledge of applicable data privacy practices and laws</li> <li>Strong written and verbal communication skills</li> <li>Highly self-motivated and directed, with keen attention to detail</li> <li>Able to prioritize and execute tasks in a high-pressure environment</li> <li>Experience working in a team-oriented, collaborative environment</li> </ul> <span style="text-decoration: underline;"><strong>Competencies</strong></span><br /> <ul> <li>Responsiveness</li> <li>Ownership</li> <li>Manages Complexity</li> <li>Business Insight</li> <li>Collaborates</li> <li>Organizational Savvy</li> <li>Builds Networks</li> <li>Ensures Accountability</li> <li>Drives Quality Results</li> <li>Manages Ambiguity</li> </ul>