Descripción

CRM Manager

Requisitos

  • Semi senior (2-5 años)
  • Universitarios
  • Salario 35 000,00 € - 45 000,00 € brutos por hora
  • Barcelona

Descripción

American multinational company global manufacturer, Fortune 200 with headquarters in USA and operations in nearly 70 countries around the world. Through leadership in innovation, the company helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets.
Position
CRM Manager
This position hierarchically reports to IT Commercial Solutions Manager EMEA. The incumbent will provide technical and functional support to these area users (about 450 people among salespeople, marketing and commercial support) in 15 different markets in size and complexity.
Functions:
 Customer Support: Provides support to end-users and central management and provides pro-active monitoring of the CRM solutions.
 Business Analysis: Partners with central management and local markets to clarify and communicate business requirements, assuring products and services are aligned with business needs. Incumbents become business specialists and technology generalists, providing an array of services such as business process improvement, priority-setting facilitation, etc.
 Quality Assurance: Develops and executes test plans to ensure solution compliance with system specifications. Reports defects and verifies fixes on the CRM solutions.
Goals
 Support to local managers of CRM in each market:
­ Assist them in troubleshooting the issues that the users of the tool may have.
­ Assist them in setting up and expanding the solutions in commercial operations.
­ Deliver the initial training and on new enhancements or features of the CRM to them.
­ Perform mass data uploads for commercial operations where required.
 Bug fixes and system enhancements:
­ Deliver Business specifications for new enhancements.
­ Provide IT with a clear description of system bugs and the necessary steps to reproduce them.
­ Perform the initial testing of bug fixes and new features before delivering to the impacted markets for local testing.
­ Conduct CRM monthly steering committees to monitor and prioritize market and central requests for changes and issues to the CRM solutions

Candidate´s profile/requirements:
Education Bachelor’s degree in Computer Science, Engineering, or related discipline.
Experience: Technical support experience in a computer-related area
Knowledge and experience in gathering requirements, functional design, and working with business processes
Proven experience in CRM solutions: Customer Tracking System (CTS), Vantage Point (VP), QlikView (QV) and Correcting Adjusting/Incident Reporting System (CAIR)
General understanding of architectures, analytical and design techniques, database technologies and programming languages
Experience in SQL and programming languages
Sectors: IT
Companies: Companies with a very developed in-house CRM system or IT consultancy firms
Languages: High written and spoken English level
Computer skills: Knowledge of the use and application of project management software (MS Project) and MS Office.
Travel 25%
Competencies:
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions.
• An understanding of basic concepts, terminology and practical application of current and emerging technologies.
• Ability to effectively participate in teams.
• Good verbal and written communication skills, with an ability to express complex technical concepts in audience appropriate terms
• Ability to work without close supervision, keeping focused on short and long-term objectives.
• Strong customer service skills and the ability to deal all types of customer service requests
• Team worker
• High communications skills
• Project management & business insights
• Good organization skills, very detail oriented
• Analytical skills for identifying and solving problems
• Customer oriented
Localization
Barcelona Metropolitan Area
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Sobre la empresa

Consultoría de RRHH.