The Global CRM Systems Administrator will be responsible for overseeing the deployment and optimization of the CRM system across the organization. This role involves aligning stakeholders on strategy, timeline, and responsibilities for regional rollout, ensuring integration with existing systems, and managing the training and enablement of regional teams. The CRM System Administrator will play a critical role in enhancing sales processes, visibility, and customer engagement.
Key Responsibilities:
- Strategic Planning:鈥疍evelop and execute a phased regional rollout plan for the CRM system, ensuring alignment with global standards while accommodating local requirements.
- Stakeholder Alignment:鈥疉lign stakeholders on strategy, timeline, and responsibilities for regional rollout.
- Integration Management:鈥疧versee the integration of the CRM system with existing systems such as ERP Epicor and Avontus Quantify, ensuring seamless data migration and validation.
- Training & Enablement:鈥疘mplement a "Train-the-Trainer" model to ensure localized enablement and role-based training for sales teams.
- Go-Live & Support:鈥疢anage the phased regional rollout, provide hypercare support, and establish a feedback loop for continuous improvement.
- KPI Alignment:鈥疉lign KPIs between legacy and new entities, ensuring accurate forecasting and reporting.
- Reporting & Analytics:鈥疍evelop and maintain monthly forecast reporting, integrating with analytics tools for detailed revenue tracking.
Job Duties and tasks:
- System Administration:鈥疉dminister and maintain the CRM system, including user setup, data management, and customization to meet business needs.
- Technical Support:鈥疨rovide technical assistance and support to system users, manage Help Desk tickets related to the CRM software, Salesforce, and other business application software (ERP Epicor, Avontus Quantify).
- Problem Resolution:鈥疌onduct research to resolve problems and integrate repeated questions into the training program.
- Process Improvement:鈥疌ollaborate with stakeholders to standardize, streamline, and coordinate business and system processes, and provide feedback and recommendations for software configuration improvements.
- Testing & Documentation:鈥疉ssist with testing current systems for new improvement features or updates, and maintain ongoing documentation, including SOPs, testing checklists, and user manuals