CRM Manager

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

CRM MANAGER

The CRM Manager is a business advocate for process automation and data that grow client relationships at scale. This role responsible for managing a cross functional team focused on requirements intake, documentation, and negotiation of acceptance criteria, while collaborating with stakeholders across the business.

In conjunction with the Director, CRM and Client Data, this role is contributing to the collaboration with internal customers, the cross-functional product team and business stakeholders/sponsors to ensure we have clear definition of business needs and product value, a defined roadmap and that we are successfully executing and delivering complex, multi-disciplinary digital product that are in alignment to, and help accelerate the firm’s strategy.

ESSENTIAL DUTIES:

Requirements Development, Functional Configuration

• Manage and coordinate operations with internal and offshore teams for validation of end user need and scope of system and process change, and requirements gathering.
• Documents business requirements: process descriptions, database configuration descriptions, narrative descriptions. Hand off requirements to IT partners. Advocate requirements in work item discussion board discussion with IT partners. Where required present solution direction to stakeholders.
• Develops business test cases from business requirements. Conducts testing pre-release. Facilitates team testing, post release.
• Collaborate with IT partners on solution design, working to optimize the solution design for least technical debt and most efficient use of precedent configurations.
• Collaborate in sprint planning and release including development of feature-specific user acceptance test cases, maintenance of regression tests, and coordination with product adoption for user training and documentation.
• Performs minor configuration including form and field-level updates, and advanced find implementation.
• Participate in user group facilitation and presentation development.
• Collaborate with stakeholders and CRM Adoption team to audit, functionally group and prioritize work items.

Process, Delivery and Change Management

• Collaborating with other leads, scrum Masters, SMEs, program managers to identify cross-team dependencies and risks.
• Collaborate with CRM product owner in keeping all stakeholders aware of product status
• Partners with Onboarding and Adoption and Communications team to ensure effective education, documentation, communications and change management activities are comprehended into each release and for new hire onboarding
• Detailed business requirements descriptions that may include process flow documentation, report dimension and calculation descriptions, wireframe UI diagrams and acceptance criteria descriptions.

Operations and Support

• Manages effective day to day CRM support and operational excellence
• Other duties as assigned

QUALIFICATIONS

EDUCATION/CERTIFICATIONS

• Bachelor’s degree (required)

TECHNICAL/SOFT SKILLS

• Experience and deep understanding of Agile/SCRUM methodology/techniques (Required)
• Experience with Dynamics 365+ (Required)
• Experience with Adobe Experience Cloud (AEC) (Preferred)
• Product Management certifications (Preferred)
• Able to apply systems thinking to identify opportunities to align and synergize across systems/processes (Required)
• Experience successfully driving end-to-end delivery of product solutions. (Required)
• Experience in managing complex projects (Required)
• Strong understanding of software development and product lifecycles (Required)
• Demonstrated understanding of user-centered design (Preferred)
• Proven ability to solve for complex problems in a logical and systematic way (Preferred)
• Demonstrated ability to leverage data to make strategic decisions (Preferred)
• Balance of technical knowledge and business acumen (Required)

EXPERIENCE

• 2+ years with Dynamics 365+ (Required)
• 2+ years product management or marketing technology expertise (Required)
• 2+ years’ experience with consumer facing products that have high uptime and user engagement (Preferred)
• 3+ years developing strategy and leading deployments of product/system programs within business sales, marketing or technology operations
• Proven track record of delivering data driven solutions with a customer centric mindset (Preferred)
• Established background in launching software or services in partnership with IT, engineering teams and high degree of proficiency in prototyping, iterative development, understanding of Agile principles (Preferred)

LEADERSHIP SKILLS

• Able to successfully lead cross functional teams comprising both direct and indirect reports to effectively execute against complex program/project objectives (Required)
• Able to communicate and build relationships across all levels within the organization (Required)
• Able to clearly communicate ideas and findings to both technical and non-technical audiences (Required)
• Able to build business cases, gain internal/external support, and drive implementation of new processes/products ensuring ROI is met (Required)
• Able to thrive under tights deadline and work confidently amidst ambiguity and uncertainty (Required)
• Proven ability in leading and supporting high performing, engaged, collaborative teams (Required)
• Strong listening, influencing, and negotiation skills (Required)
• Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively (Preferred)
• High degree of organization, individual initiative, and personal accountability (Preferred)

At RSM, we offer a competitive benefits and compensation package for all our people. We support and inspire you to prioritize your wellbeing by delivering personalized, holistic programming for your physical, emotional, financial and community wellbeing. RSM has a generous time off policy with at least 14 paid holidays, wellbeing days and associate and above access to self-managed time off. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

RSM is proud to be an Affirmative Action and Equal Employment Opportunity employer.  We are proud to provide our employees with tools to assist them in being successful in achieving both personal and professional goals. We welcome and support all our employees to thrive in an environment free of discrimination and harassment. As an Affirmative Action and Equal Opportunity Employer all applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). However, those candidates who may be recent U.S. college / university graduates possessing 1-2 years of progressive and relevant work experience, excluding internships, in the U.S. or his/her home country would be eligible for hire as an experienced candidate and thus eligible for sponsorship.