CE NA CRM and Process Lead
The Commercial Excellence North America Customer Relationship Management and Process Lead (CE NA CRM and Process Lead) ?position role will lead the standardization, optimization and implementation of sales and marketing processes leveraging Customer Relationship Management (CRM) (Salesforce.com) and other sales activation tools, as well as, develop the CE NA process management and improvement strategies. The CRM and Process Lead is the CRM (Salesforce.com) subject matter expert representing the Customer Excellence (CE) NA team in partnership with our supported Businesses and the core Salesforce.com technical team. They are responsible for partnering with sales and marketing team members in order to consistently implement continuous improvement processes and train the team to successfully use the tools to reach their sales growth targets, as well as monitor progress and create reports in order to update management. This position will optimize processes and institutionalize them in a framework that can be leveraged and sustained over time. This individual will have an understanding of supported Businesses sales and marketing processes, be the voice of the team when evaluating and implementing system updates, and effectively implement change in the CE NA organizational structure and culture. This position is the primary point of contact for CE NA sales and marketing alignment regarding processes and supporting those processes in Salesforce.com and/or additional enabling tools and technology.35%??????? Sales & Marketing Operational Excellence / Process Lead:?Understand and identify what sales and marketing processes need to be standardized and optimized. Collect and document current, new, or alterations in sales and marketing processes within the CE NA organization. Identify and champion enhancement opportunities and behavioral change to improve sales and marketing processes. Analyze and optimize Salesforce.com related workflows, platform design and set up. Work with FIBI Sales and Marketing Center Of Exellence (COE) to ensure consistent processes, deployment and training. Assist in developing business requirements and use cases for new or significant process improvement, as well as documentation / workflows. Partner with the applicable stakeholders to ensure requirements will be delivered through new or enhanced functionality. Develop best practices and share with key stakeholders. Create metrics and monitoring to ensure processes are being sustained and create reports in order to update management and other stakeholders.??35%??????? CRM / Salesforce.com CE NA Lead:?Serve as the primary subject matter expert and administrator for the CE NA users (less than 100). Handle basic administrative functions including user account maintenance, workflows, trouble shooting, and other routine tasks. Evaluate user issues and resolve if issues are non-technical. Act as the CE NA business liaison with the primary system administration team. Escalate technical issues to the primary Salesforce.com system admin team. Document and submit enhancements based on process evaluation and optimization. Manage reports and dashboards on behalf of the CE NA team.?15%??????? Sales & Marketing Enablement:?Enable tools and technologies, implements and champions CRM / tool improvements to increase the productivity/effectiveness of the commercial organization Provide guidance to ensure sales and marketing activities are aligned accordingly. Develops, maintains and updates current and future sales and marketing tools and technology (primarily Salesforce.com). Lead effective change, education and communication process and monitors to ensure data integrity and sales organization compliance with sales and marketing processes. Monitor adoption of sales and marketing processes and create metrics and reports to inform management of stakeholder sustainment and adoption of those processes.? Ensure effective way to incorporate sales collateral into customer presentations. Partner with the CE NA data analysts in order to provide data analysis to the Sales and Marketing teams regarding process improvements. Troubleshoot root causes for ineffective process and utilization and develop action plans to address.??????15%??????? Training and Communications:?Drive user adoption and utilization though the development of training material and ensure all key stakeholders are trained in a timely manner. Partner with and support sales and marketing management to review sales process quality, understand bottlenecks, inconsistencies and prioritize opportunities for improvement. Drive adoption of sales and marketing practices (such as SFDC, Sales Effectiveness, Marketing Academy, etc.). Communicate the pipeline plan of future enhancements to systems and their impact on our processes, inform the team of utilization expectations and progress, and report dashboards and utilization metrics to the Shared Sales LT on a regular basis.?Skills:
Required:Education (includes formal education, certifications, accreditations, etc.)Bachelor?s degree or equivalent in Business AdministrationExperience5+ years of Sales, Marketing, IT, Process Management, or Salesforce experience preferably in a corporate setting with a proven ability to achieve results1+ years using Salesforce.com, or other similar CRM systemSkills (applied knowledge and technical skills directly related to this position)Excellent computer skills which include proficiency in Microsoft Office Suite, Salesforce.com, and other sales enablement applications or similar Information Technology (IT) systemsPassion to help sales and marketing succeed and the ability to engage lead and hold team accountableStrong communications (written and oral) and interpersonal skillsProven ability to lead and manage complex changeKnowledge of Salesforce.com infrastructure, features, and integration methods. As well as the ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processesDemonstrated ability to manage multiple tasks, and meet deadlines with solid performance / resultsFast learner and innovative with technical and non-technical problem solving and organizational skillsFamiliarity with aspects of technology development and maintenance lifecycles (Information technology infrastructure)Apply for this job.