Customer Relationship (CRM) Manager (305068-797) Job in Mundelein 60060, Illinois US
Description
The Customer Relationship Manager is responsible for working with Sales, Marketing, Customer Service and all other key stakeholders of Medline’s CRM and M360 systems.
The CRM manager will carry out innovative and complex projects to their completion, thoroughly analyzing maturing data in order to make sound recommendations for next steps that aim to improve our overall efficient use of these systems. The manager will research new products or services that may enhance relationship with the end-users to continually improve the end-users short-term and long-term needs. Candidate will be familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is expected.
Responsibilities
- Understands sales, marketing, and customer service processes involved in winning new business and expanding relationships with existing customers / end-users.
- Able to lead sales, marketing, product management and business process mapping discussion to capture components required to support and automate processes.
- Supports Sales, Marketing and Service departments to develop CRM strategies and related implementation plans.
- Prioritizes CRM initiatives based on discussions with key stakeholders.
- Creates CRM and Sales Force Automation (SFA) functionality specifications to best support sales, marketing and business processes, needs and budgets.
- Customizes CRM tool in accordance with process derived specifications and established priorities.
- Oversees’ testing and customization prior to bringing changes in “live system”.
- Ensures team responds to CRM/M360 user inquiries or reported problems in a timely fashion.
- Plans, schedules, and executes CRM roll-outs, releases and up-grades with different divisions and departments.
- Analyses information required from other applications, ERP, industry databases, etc. Implements robust interface solutions as applicable while working in concert with company IS/IT team.
- Maintains data conversion rules from disparate systems and synchronization rules as applicable.
- Creates and maintains user oriented portals/list views such as territory, opportunities, follow-ups, product up-sell, etc.
- Formulates and maintains various reports and dashboards.
- Develops user training curriculum and materials. Trains users at various business locations or via internet as required.
- Analyzes and resolves CRM program issues in a timely and accurate manner as well as monitors data quality.
- Works with key stakeholders to mobilize sales, marketing, customer service staff across product divisions to make the CRM / M360 tool more effective and secure high rate of return on our investment.
- Maintains relationship with CRM application vendor and service providers as applicable.
- Stays abreast of CRM solutions and development in the industry. Attends relevant trade shows and events.
- Maintains outmost confidentiality on all documents, correspondence, research records, information, data, etc.
- Complies with all company rules, code of ethics and general business practices.
- Attends and participates in various department and company meetings.
- Performs other duties as assigned.
Qualifications
- Self-motivated, problem solver, quick learner, organized, detail-oriented, multi-tasker with strong communication skills.
- Effective verbal and written communication on all levels and both internally and externally.
- Pays attention to details, thorough and quality oriented.
- Strong analytical, technical and mathematical abilities.
- Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously.
- Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills with in the department as well as with key stakeholders.
- Process oriented and pragmatic in getting things done.
- Good understanding of business, sales, marketing and customer service principles.
- Adept in planning, leading change management activities.
- Adapts to changes in work environment, manages competing demands, able to deal with frequent change, delays or unexpected events.
- Willing to undertake new responsibilities as business needs change.
- Prioritizes workload and meets deadlines for a variety of sales, marketing, and service 'deliverables'.
- Bachelor in business or computer sciences or equivalent experience/training.
- Additional coursework in CRM and computer software preferred.
- Proficient with MS Office products including Word, Excel, Access, Power Point, MS Project, Visio and Outlook.
Medline is an equal opportunity/affirmative action employer. We are committed to cultural diversity in the workforce.
March 15, 2011
• Tags: Customer Relationship (CRM) Manager (305068-797) Job in Mundelein 60060, Illinois Us • Posted in: General