CRM PROJECT MANAGER
Job Description:
The CRM Axonom project manager is dedicated to executing project initiatives to deepen the relationship with customers and drive additional sales. The Project Manager is a key position for the implementation and execution of the Powertrak CRM Applications as well as operational project initiatives. This position works with a multitude of different teams including certified Implementation Partners throughout the project lifecycle from strategic definition and proposal through scoping, requirements gathering, development, and implementation, user acceptance testing along with establishing and documenting supporting business processes where needed.Job Activities:
PROJECT MANAGEMENT.
CRM Project Manager for small and medium sized CRM projects with process definition and management oversight. Projects generally run 1-3 months in duration.Specific responsibilities will include:
- Determine Project needs and business resources required to execute CRM projects.
- Work with Client Executive Project Sponsors to clarify and define strategy & objectives, scope and CRM business requirements.
- Define success CRM Project criteria for projects.
- Manage project scope, drive resolution and keep project on schedule.
- Develop and track project action items and issues. Document all necessary items as needed.
- Identify and communicate risks and responses to mitigate project risk.
- Responsible for the coordination and creation of project documentation and project processes.
- Work with CRM client team to develop appropriate testing plans to ensure user acceptance, data quality and system integrity.
- Coordinate the development of training materials, user manuals and other documents as needed to enable successful implementation and turnover of the process or system to the business owners and users.
BUSINESS ANALYSIS.
Define and articulate project strategy and objectives, scope and business processes, rules and requirements with CRM clients.- COMMUNICATION - Effectively present, communicate and manage expectations regarding project strategies and key decisions within project teams and to Senior Management. Communicate project statuses.
- RISK MANAGEMENT - Identify, analyze and manage risks within projects/systems/resource changes and formulate plausible solutions/contingency plans partnering with Manager and Senior Management when necessary.
- PARTNER/CLIENT MANAGEMENT/NEGOTIATION - As needed, effectively interact with and transact business with partners and clients, to negotiate mutually beneficial transactions and independently prioritize involvement in decisions.
- TEAM LEADERSHIP - Actively lead and develop team members within the department. Celebrates successes.
CRM IMPLEMENTATION.
Will have to be hands on to drive the technical aspects of the project.- SOFTWARE INSTALLATION - As needed, will have to install the CRM software suites of MS CRM, Powertrak and Worldtrak in clients' environment.
- IT REQUIREMENTS EVALUATION - Be able to determine and evaluate the appropriate IT environment for clients based on the requirements of the CRM applications software.
- APPLICATION CUSTOMIZATION AND CONFIGURATION - Be able, after appropriate training to do base level application configuration and customization in the MS CRM application and Powertrak Toolkit environments.
Qualifications:
Minimum Requirements:- Four year degree or equivalent experience.
- 3-4 years of PM experience.
- Demonstrated ability to execute multiple, interdependent end to end projects. This includes identifying CRM project objectives, creating requirements, managing schedules, tracking project progress, facilitating testing and determining and measuring success criteria.
- Demonstrated ability to learn and master technical detail related to CRM.
- Verbal and written communication skills.
- Documentation and presentation skills.
- Attention to detail and follow-up skills.
- Ability to manage execution.
- Conflict management, problem solving/diagnostic skills.
- Business requirements gathering.
- Team building and partnering skills.
- Ability to influence without authority.
- Strong time management / organizational skills.
- Basic SQL server knowledge in writing scripts, views, SP's etc.
- BA or BS in Business, Marketing or Technology.
- Project management methodologies, PMP certification or project management continuing education.
- Prior experience with direct marketing projects, e-commerce, data warehousing or CRM implementation.
- Use of Visio and/or Microsoft Project.