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Senior CRM Manager - REMOTE

Professional Services | Gold River, CA | Full Time

Job Description

We are a growing company with a solid customer base, excellent compensation and benefits, and a collaborative yet flexible work environment.  If you enjoy challenging projects, using new technologies to deliver innovative business solutions, and you're interested in working for an entrepreneurial company, we may have a home for you.

PTP is looking for a Senior CRM Manager to join our CRM & Strategic Service practices.  At PTP we value aptitude and creativity as well as experience.  We are a diverse organization and are looking for bright, passionate and committed professionals who strive to be the best at what they do.

Responsibilities

  • Will serve as a Senior Manager providing clients with CRM strategic and implementation services
  • Will perform tasks to define business strategies, design and implement CRM solutions
  • Will perform tasks to support Pre-Sales and Business Development opportunities

Requirements

  • 10+ Years of IT consulting experience, with 5+ years experience with implementing Salesforce (preferably Service Cloud) and at least two or more of the following CRM applications, Microsoft Dynamics, Pegasystems, Oracle, CRM (notably Rightnow),SAP CRM, NetSuite or Zendesk
  • Experience managing a consulting team on a day to day basis to create and deliver client deliverables inclusive of developing detail project plans in Microsoft Project

CRM

  • Analyze and document client CRM activities and initiatives
  • Able to review documentation collected and summarizing the relevant content for engagement deliverables
  • Has delivered at least three full life cycle implementations of a CRM project based structured methodology
  • Ability to articulate and compare alternative design approaches drawing from previous engagements and recommended solutions to develop long term CRM visions for clients
  • Ability to develop change management strategies supporting implementation services 
  • Ability to independently develop CX and CRM strategic visions and plans based on strong analytical skills and business knowledge
  • Able to generate CRM solution architectures based on strong analytical skills and business knowledge

Strategic Services

  • Experience conducting client business requirements definition sessions with client staff
  • Experience with Customer Experience leading practices
  • Ability to comprehensively review customers' CX requirements and provide an assessment that addresses their CX, CRM and Contact Center gaps and opportunities
  • Bachelor's Degree in Computer Science or related field.  Master's Degree in related field is a plus
  • Willing to travel through the USA, combination travel and remote work
  • Location: Nation wide, but California preferred

Desired Experience

  • Has Contact Center experience
  • Has experience with Customer Experience solutions (Medallia, Qualtronics, etc.)
  • Has experience building Customer Journey Maps and/or Voice of the Customer (VoC) surveys
  • Certifications: Salesforce Certified Administrator and Salesforce Service Cloud Consultant

Salary is DOE and is extremely competitive. We are a growing company with a solid customer base, excellent compensation and benefits, and a collaborative yet flexible work environment.