CRM Operations & Strategic Projects Manager, Consultant
The A+C CRM Operations & Strategic Projects Manager is a highly strategic and visible role and an important member of the Growth Office, Sales Excellence team with an immediate term focus on our US A+C organization’s CRM Operations. This role reports to the A+C CRM + Tech Transformation Senior Manager and is heavily focused on driving the daily operations for CRM. The role will also provide oversight for more junior US India team colleagues and collaborate heavily with US resources.
Work you’ll do
You will work directly with Sales Excellence leadership to drive CRM operations, including oversight of ticket resolution, access management, lifecycle management of change requests, and proposing technology and business process changes all in support of more effective and efficient sales within our US A+C practice. Additional strategic projects will round out the role and allow for continued innovation on top of ongoing operational focus.
Strategic Positioning
Understand the US and Global CRM platforms (built on Salesforce) to assess implications of operational and behavioral changes on reporting, contact & opportunity management and moreDevelop and maintain a roadmap to guide broader A+C CRM strategy and OCM rollout (technical change requests, change impacts, change readiness, comms, end user training)
Monitor operational KPIs including ticket resolution, logins and platform usage trend information
Focus on transforming information into insights and actionable decisions
Engage with other US Deloitte business and Global teams (i.e., Growth Platforms / E&A, Assets, SGOs, Global Sales Excellence) to align CRM strategy and change activities in addition to alignment of US Commercial A+C technology investments
Drive ongoing process improvements and associated use case requirements (e.g. recommending and implementing standardized reporting and analytics)
Interface with US and USI practitioners from the Jupiter Delivery team and Jupiter Operate Team to triage defects, validate CRs, and execute operational maintenance, while effectively communicating with end users and Growth stakeholders
Manage skill development and oversee scope and deliverables of USI A+C CRM team, including ServiceNow ticket resolution
Collaborate across other priority technology initiatives across the Growth team (i.e., Tech Transformation initiatives, Pursuit Lifecycle, Market & Insight Activation Tools, etc.)
The Team
The U.S. A+C Sales Excellence (SE) practice serves the Industries, Offering Portfolios and account teams in driving sales success. SE owns the sales life cycle from identification and prioritization of the opportunity all the way through to closing the deal. The Sales Excellence organization comprises several workstreams including the Sales Executive organization, the Pursuit Center of Excellence (PCOE), Proposal Studio, Pricing & Commercial Deal Support (PCDS), Competitive Intelligence, and the Science of Winning.
The team member will be aligned to the A+C Professional National Office, comprised of professionals with various areas of focus that collectively provide mission critical services to support A+C’s overall success. Whether focused on project financials, quality and risk management, methods and tools, sales excellence, talent, leadership support, or other activities, these professionals ensure that our Firm operates efficiently and that our people can effectively serve clients every day. Our new Operating Model formalizes these functions so that we can continue to enhance their quality while providing our professionals a consistent talent experience and opportunities for growth.
Qualifications and Experience
Required
Bachelor’s or Master’s degree10+ years of professional experience, preferably with experience in technology, product lifecycle, CRM, or analytics. Sales, marketing, testing, ServiceNow and / or strategy experience a plus. Salesforce CRM experience preferred
Strong communication skills and ability to engage across all A+C networks and leadership (CEO, COO, Offering Portfolio & Industry Leaders, operations SMEs, and more)
Analytical capabilities and ability to drive insights from data
Unyielding focus on quality results (analyses and deliverables)
a successful track record of operating in an unstructured environment
Ability to meet tight deadlines and dive into detail when needed along with sound decision making in complex situations
Management, development, and mentoring of staff, including assessment of performance
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