Infinia Search
Location
Work from home | India
Job description
CRM Program Manager – (REMOTE)
We are actively seeking a CRM Program Manager on a Consulting assignment with one of our key client partners, an industry leader in the healthcare space. This individual will offer experience developing data-driven insights, and advise on, create, and maintain integrated experiences built on leading edge technologies. Partnering with our Digital and Marketing Strategy functions, we provide a vast array of skills and work collaboratively to enable best-in-class patient and provider experiences. The CRM Program Manager works across the analytics, data, and technology teams to provide oversight of use and adoption of CRM technology. This individual is critical in supporting internal clients (e.g., call center, B2B sales team, patient navigation services, concierge program, etc.) – acting as a strategic partner, they will be responsible for programmatic development, business analysis, and project management to drive customer engagement via technology and leveraging insights. Primarily they will manage CRM platform (Salesforce) user groups and provide guidance on the platform. This may include: general support, training, needs assessments, and related analyses. Understands all data sources in platform related to key user group.
Please review the job responsibilities and requirements below and apply if interested and qualified.
CRM Program Manager Responsibilities:
• Create and maintain documentation on existing processes, policies, application configuration and support related materials for users as solutions are developed (working with vendor for documentation where applicable).
• Manage upgrades, including coordination during the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments.
• Keep application users informed about system functionality and enhancements.
• Understand all data sources available to marketing and assists in assessments of platform integrations. Can perform regular audits to ensure data consistency and accuracy of all data on platform?
• Provide support to end-users to ensure complete understanding of data available on platform.
· Solve platform-related problems quickly as they arise, including logging and tracking identified system problems through resolution (managed through appropriate ticketing system).
· Provide hands-on, consultative and program management support to optimize delivery of complex programs which require cross-functional support from analytics, technology, and data teams and/ or outside vendors.
• Support and/or lead platform-related projects.
• Independently manages projects from initiation to completion.
• Employ strong oral and written communication skills to ensure scope alignment with clients and creative and technical contributors. Construct clear, concise, audience-tailored and error-free communications that delineate expectations, actions requested and relevant implications (i.e. timing, cost, etc.).
• Work with the client to understand overarching goals and the business case for projects; identify and define requirements, scope, and objectives accordingly.
CRM Program Manager Requirements:
· Bachelor’s Degree in Marketing, Computer Science, or a related discipline is required; MBA or MS degree preferred.
· 7+ years of related professional experience, preferably within a healthcare or corporate setting.
· 3+ years of experience managing large programs, projects and process implementations.
· Salesforce Admin certification is highly desirable.
· Strong organizational skills with ability to plan and execute multiple complex projects, while resourcefully managing risks and communicating across stakeholders.
· Proficient experience with SQL and/or other relational database management systems; including ability to query large datasets, clean and transform data, and understand data relationships.
· Strong critical thinking, analytic and problem-solving skills.
· Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner.
· Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight.
· Advanced skills in Microsoft Office (including Excel, Word and PowerPoint).
· Experience using technology, particularly CRM Platforms, to fulfill business needs.
· Ability to capitalize on data and technology to fulfill organizational goals.
· Experience with project management techniques and best practices.
· Experience in managing vendors to align with marketing strategic goals.
Job tags
Salary
