My client has an office in Sacramento and a San Francisco office, so the candidate must be on-site 2-3 days a week.
Role
Guided by functional strategy, leads Customer Relationship Management (CRM) implementations and oversees a matrix team of employees and vendors.
- Essential Responsibilities Manages all aspects of CRM implementation program delivery including resource assignment and planning, scope, timeline, and budget.
- Develops and maintains positive and professional relationships with all project stakeholders and senior leadership.
- Collaborates with internal stakeholders and vendors to ensure alignment of scope and expectations.
- Point of contact for questions about the CRM implementation and is responsible for internal communication with users and stakeholders.
- Ensures program adherence to scope, timeline, and budget, and proactively acts on any anticipated changes, issues, risks, or delays.
- Liaison with upper management to communicate timelines and scope of ongoing and future implementations and modifications.
- Collaborates with corporate and regional departments, legacy applications, vendors and project team to ensure workflow is uninterrupted and as efficient as possible.
- Ensures best practices are developed and subject matter expertise is maintained on CRM functionality focusing on standardization across the enterprise.
- Plans, executes, & manages internal CRM training with new and existing employees about the proper use of the CRM Application.
- Oversees and manages the documentation of business requirements, functional requirements/specifications, interface requirements, data conversion requirements, implementation requirements, use cases, scope changes, and design documentation.
- Facilitates project meetings and provides timely status updates to management and relevant stakeholders on the project status, including a budget, task completion, timeline, potential risks, and scope.
- Participates in the development and continual improvement of organizational standards, methodologies, procedures, and tools.
- Delivers solution-based recommendations when issues arise to keep the program on track.
- Manages project budget inclusive of outlining recommended resource allocation by quarter, helping drive the budget approval process, processing invoices, onboarding new vendors as needed, etc.
- Drives on-going alignment on project plans, priorities and deliverables among the business team, technology and other key stakeholders.
- Manages multiple project timelines in parallel, keeping owners accountable for deliverables and deadlines and escalating any risks or dependencies.
- Completes project status reporting on a timely and regular basis Maintain Project Document Repository (e.g. SharePoint, MS Teams) to house the key documents.
- Manages vendors inclusive of onboarding, legal and finance requirements (SOWs, Budgets), coordinated project plans, and communications.
- Other duties as assigned.
Qualifications
- Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is: Six years required, ten years’ experience preferred, of project and program management.
- 5+ years of CRM implementation experience, including proven success in leading CRM strategy and program implementation.
- Experience with PMP and agile project management; PMP, PMI, CSM certifications preferred.
- Experience setting up and using project management software i.e. MS Project, Planview PPM etc.
- Proven success in delivering on time, on budget implementations (must have Budgeting Control experience).
- Proven success proactively managing risks, financials, decisions, opportunities throughout a program lifecycle.
- Six Sigma certification a plus.
- Organizational Change Management experience.
- Proven ability to drive results in lean, fast-paced environments.
- Experience collaborating effectively with business, operations, and tech teams to execute plans, implement technology and scale solutions.
- Outstanding drive for results and sense of accountability for outcomes.
- Ability to manage long running processes and projects.
- Ability to develop and mentor others.
- Proactive, solution-oriented strategic thinker comfortable with decision making.
- Ability to prioritize own work, as well as the team’s work, based business objectives and relative urgency in the organization.
- Excellent communication and facilitation skills.
- Incredibly organized with strong interpersonal and communication skills.
- Experience with MS Office tools.
- Must have strong experience interfacing /interacting with Executives and vendors.
- Accounting and Operations Knowledge and experience a plus.
- Principles of employee training, supervision, and evaluation.
- Supervisory techniques, resource allocation, planning and budgeting.
- Bachelor’s degree in business, Computer Science or in a related field required.
- Valid Driver’s License required.
