Description
We are looking for a CRM Customer Engagement Project Manager for an excellent contract opportunity.
OVERVIEW:
1. You will serve as the first point of contact for all CRM business process related issues and enquiries received through "OEM CRM HELP" alias.
Responsibilities:
- Provide user engagements for critical business user needs handling.
- Interface with business users on OEM CRM questions and support needs.
- Answer, provide knowledge, or redirect business users to the appropriate business owners based on project type.
- Provide direction to CRM support desk (Tier 2-3) on issues impacting business users.
- Develop Knowledge Base (KB) articles for frequently asked questions and publish them for business user consumption on Business Excellence site.
- Assist users through account planning process (account plan updates, plan creation, plan sign off).
2. You will be the contact for engaging with OEM business users.
Responsibilities:
- Understand business problem and value of solution.
- Understand scope and delivery approach for project.
- Understand business user project expectations.
- Develop a project charter, risk factors, and cost estimation.
- Participate in technical design review.
- Participate in usability and business utility impact review.
- Participate in User Acceptance Test (UAT).
- Develop process definition and design - business process modelling.
- Provide technical analysis for interpretation of business rules and requirements to design CRM software applications.
3. You will provide User Experience oversight for the OEMCRM platform to improve ease of use, consistency of security roles and functionality.
Responsibilities:
- Create CRM UI mockups for business requirements definition and change requests.
- Provide feedback on development prototypes and design reviews.
- Meet with business owners and users to develop business requirements.
- Provide oversight during UAT to ensure UX features have been implemented correctly.
- Matrix manage required project resources including UX resources and IT business analyst and development.
- Conduct user experience analysis, and user feedback forums.
4. You will define, design, develop, deploy and service the knowledge management requirements to ensure field sales readiness.
Responsibilities:
- Design the curriculum of the CRM learning program for field sales by functional role.
- Develop content, both self-service and full-service content.
- Develop knowledge base articles that provide "how-to."
- Learning program rollout (knowledge transfer) - ensure all users meet curriculum requirements and communicate single point of knowledge materials.
- Deliver a knowledge management site for CRM business needs.
- Conduct demos and/or learning sessions as needed.
- Review learning progress measures and results on a quarterly basis with program owner.
5. Provide project life cycle management which applies knowledge, skills, tools, techniques to project activities in order to meet or exceed stakeholder needs and expectations.
Management of ongoing project activities include:
- Scope, time, cost, and quality deliverables,
- Work with business owners/users with differing needs and expectations to identify requirements (needs) and unidentified requirements (expectations).
- Project level communications, system/application integration, and risks areas.
- Matrix manage required project resources, which include third party system support, vendor relationships and deadlines, etc.
- Project Issue tracking and resolution.
- Manage necessary resources, budget, and schedules to successfully deliver results.
REQUIREMENTS:
- High-level understanding of Dynamics CRM product features and functionality
- Experience in project planning and business process management
- Understanding of process modelling or prototyping
- Experience with SharePoint
- PMI/PMP
- Strong customer facing experience
- Strong communication skills