CRM Manager
2 weeks ago
Key Responsibilities:
- Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organisation.
- Oversee the support backlog within the platform and prioritise, resolve, and escalate as appropriate.
- Oversee operational tickets and help triage high priority items as necessary.
- Assist Product and Services business unit in the design, development, and implementation of scalable, innovative solutions leveraging the platform.
- Assist Product and Services business unit in the design of seamless integration among back-office applications.
- Document business requirements, process flows, new functionality requests, and SOPs/training material.
- Ensure that the solutions are in compliance with Company's Enterprise & Security Reference Architecture and facilities any exceptional processes.
- Monitor the service level performance and addresses user satisfaction gaps and issues.
- Prepare project development cost estimates, budgets, and schedules.
- Provide mentoring and coaching to team members; motivates and identifies opportunities for learning and development.
- Proven experience working with all levels including sales management, service management, and senior executives, and provide key insights from the data to improve overall customer service effectiveness and efficiency.
- Proven experience working with and leading senior technical contributors.
- Perform other duties as assigned.
Requirements / Qualifications:
- Bachelor's Degree in Computer Science / Information Technology or its equivalent.
- Typically 8 or more years of relevant experience including at least 3 years at Managerial level.
- Experience in CRM software.
- Experience in Manufacturing industries preferred.
- Strong project management experience and preferably has a PMP or Certified SCRUM Master.
- Exceptional knowledge of service and application delivery as well as successful service level agreement accomplishment.
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