About This Role
This role supports the technical requirements of clients using CRM platforms, reporting to the Global Digital Strategy Manager within Global Solutions' managed services. The ideal candidate has the necessary certifications and expertise in CRM configuration and administration, alongside engaging and creative problem-solving skills, and can collaborate directly with clients.
Responsibilities
- Act as a technical resource for CRM set-up, maintenance, and configuration from a client perspective
- Provide an advisory role in solution approaches for client requirements dependent on CRM tools
- Work independently and as part of a team in a fluid, fast-paced environment
- Team with other CRM specialists and business analysts as needed
- Collaboratively lead other team members in more complex projects and tasks
- Manage workload, including assigned project management tasks within established scope, budget, and timelines
- Manage personal certifications by staying current and obtaining relevant certifications to support client needs
- Facilitate and/or create knowledge transfer materials for self-support where appropriate
- Partner with client representatives and key stakeholders in maintaining a consistent enterprise organizational structure across human capital management (HCM) and other related technologies
Requirements
- Skilled in technology coupled with business acumen to deliver complex solutions
- Hands-on experience leading CRM implementation and administration projects and programs
- Able to assess client business needs generally and advise on ongoing optimization and maintenance priorities
- Practiced in directly interacting with clients with minimal oversight and working in a team environment
- Exceptional analytical and problem-solving skills
- Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues in an innovative manner
- College degree in a technology field such as Information Systems and/or Business Management strongly preferred
- Minimum of 2-3 years of experience with CRM design and implementation
- Experience with the following roles:
- Implementation
- Administration
- Data Analytics / Dashboards / Reporting
- Equivalent project lead experience (minimum 2 years)
- Previous experience with change management or business transformation projects
- Previous experience with projects involving integrations, workflow automation, and solutions involving multiple systems
- Experience managing relationships internal and external, including helping navigate through barriers and aid in solutions
