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Manager, Customer Relationships
PSAV
Rosemont, IL, United States
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Position Overview
Oversee all operational aspects of PSAV’s CRM applications. Ensure users are properly trained and supported to fully leverage CRM systems. Work closely with sales and operational leadership teams to ensure CRM systems meet or exceed the needs of the business. Champion the use of CRM systems within the organization through effective communication. Manage and develop a talented team of analysts. Lead key CRM projects to ensure they are delivered on time and within budget. Work with the Director, Customer Relationship Management to develop a CRM roadmap that meets PSAV’s short, medium and long-term goals. This position reports to the VP, Applications Development.
Key Job Responsibilities
Software Development
• 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.
• Accountable for maintaining transparency of team initiatives including expected delivery date, dependencies, and impediments.
• Ensures PSAV technical assets are appropriately maintained and protected through source control tools and best practices.
Operational Management
• Develop, implement and maintain policies, procedures and associated plans to ensure PSAV’s CRM software is operational and meets company goals.
• Work with sales and marketing leaders to determine how the CRM can support long term revenue growth.
• Based on the functional requirements, determine and create the appropriate configuration and workflows within the CRM.
• 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.
• 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 PSAV’s IT team to assist with quality assurance, program logic and data processing.
• Work in conjunction with PSAV’s IT team to devise, coordinate and conduct data cleansing initiatives to purge and eliminate corrupt or redundant information from the CRM data base.
• Provide training and ongoing support to the Service Desk to ensure CRM service tickets are properly handled.
• Investigate and fix fields that have become outdated or no longer meet established objectives.
People Development
• 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. Identify, implement and monitor required tools, processes and procedures to create an effective and efficient organization.
• Model and reinforce a positive working environment centered on company values.
• Manage human resource related issues including performance management, salary administration, and strategic human resources planning.
Project Management
• Establishes goals and prioritizes project assignments based on direction from IT Leadership.
• Provides the IT Leadership and / or PMO with estimates, identifies inter-project technical dependencies, and plans release dates.
• Works with product owners, business leaders and business analysts to evaluate business requirements.
• Plans and coordinates shared use of software environments to support all lifecycle activities (development, testing, training, troubleshooting, etc.).
• 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.
Required Experience:
• BA/BS degree in business systems design or marketing preferred
• Extensive experience with Microsoft Dynamics CRM, Microsoft Certified CRM credentials a plus
• 7+ years direct experience in all aspects of managing CRM applications
• Direct, hands-on experience with automated software management tools
• Experience directly leading high-performing teams
• Skilled in “managing through influence,” driving results requiring contribution from multiple stakeholders without direct oversight
• 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
• Working knowledge of network and PC operating systems, including Microsoft Office, Microsoft Dynamics CRM, and SharePoint
• Knowledge of applicable data privacy practices and laws
• Strong written and verbal communication skills
• 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
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