CRM Operations & Strategic Projects Manager - Manager (National Consulting - CommercialGrowth)

Job Description

Summary Position Summary CRM Operations & Strategic Projects Manager , Consultant The A+C CRM Operations & Strategic Projects Manager is a highly strategic and visible role and an important member of the Growth Office, Sales Excellence team with an immediate term focus on our US A+C organization’s CRM Operations.This role reports to the A+C CRM + Tech Transformation Senior Manager and is heavily focused on driving the daily operations for CRM.The role will also provide oversight for more junior US India team colleagues and collaborate heavily with US resources. Work you’ll do You will work directly with Sales Excellence leadership to drive CRM operations, including oversight of ticket resolution, access management, lifecycle management of change requests, and proposing technology and business process changes all in support of more effective and efficient sales within our US A+C practice. Additional strategic projects will round out the role and allow for continued innovation on top of ongoing operational focus. Strategic Positioning Understand the US and Global CRM platforms (built on Salesforce) to assess implications of operational and behavioral changes on reporting, contact & opportunity management and more Develop and maintain a roadmap to guide broader A+C CRM strategy and OCM rollout (technical change requests, change impacts, change readiness, comms, end user training) Monitor operational KPIs including ticket resolution, logins and platform usage trend information Focus on transforming information into insights and actionable decisions Engage with other US Deloitte business and Global teams (i.e., Growth Platforms / E&A, Assets, SGOs, Global Sales Excellence) to align CRM strategy and change activities in addition to alignment of US Commercial A+C technology investments Drive ongoing process improvements and associated use case requirements (e.g. recommending and implementing standardized reporting and analytics) Interface with US and USI practitioners from the Jupiter Delivery team and Jupiter Operate Team to triage defects, validate CRs, and execute operational maintenance, while effectively communicating with end users and Growth stakeholders Manage skill development and oversee scope and deliverables of USI A+C CRM team, including ServiceNow ticket resolution Collaborate across other priority technology initiatives across the Growth team (i.e., Tech Transformation initiatives, Pursuit Lifecycle, Market & Insight Activation Tools, etc.) The Team The U.S. A+C Sales Excellence (SE) practice serves the Industries, Offering Portfolios and account teams in driving sales success. SE owns the sales life cycle from identification and prioritization of the opportunity all the way through to closing the deal. The Sales Excellence organization comprises several workstreams including the Sales Executive organization, the Pursuit Center of Excellence (PCOE), Proposal Studio, Pricing & Commercial Deal Support (PCDS), Competitive Intelligence, and the Science of Winning. The team member will be aligned to the A+C Professional National Office, comprised of professionals with various areas of focus that collectively provide mission critical services to support A+C’s overall success. Whether focused on project financials, quality and risk management, methods and tools, sales excellence, talent, leadership support, or other activities, these professionals ensure that our Firm operates efficiently and that our people can effectively serve clients every day. Our new Operating Model formalizes these functions so that we can continue to enhance their quality while providing our professionals a consistent talent experience and opportunities for growth. Qualifications And Experience Required Bachelor’s or Master’s degree 10+ years of professional experience, preferably with experience in technology, product lifecycle, CRM, or analytics.Sales, marketing, testing, ServiceNow and / or strategy experience a plus. Salesforce CRM experience preferred Strong communication skills and ability to engage across all A+C networks and leadership (CEO, COO, Offering Portfolio & Industry Leaders, operations SMEs, and more) Analytical capabilities and ability to drive insights from data Unyielding focus on quality results (analyses and deliverables) a successful track record of operating in an unstructured environment Ability to meet tight deadlines and dive into detail when needed along with sound decision making in complex situations Management, development, and mentoring of staff, including assessment of performance How You’ll Grow At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We provide our professionals with a variety of learning and networking opportunities, some of which are: Intensive trainings on latest technologies from eminent external trainers. Internal trainings and workshops. Subscriptions to prominent online training platforms, such as LinkedIn. Hackathons and tech challenges to exercise your front-end skills. Freedom to adopt and use the latest technologies in your live projects. Travel opportunity (wherever possible) to work at the client’s location or at our global offices. Apart from the above, you will have access to DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Deloitte’s culture Our positive and supportive culture encourages our people to do their best every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer comprehensive well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead happy lives. Learn more about Life at Deloitte. Corporate citizenship Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships that we have with our clients, our people and our communities.We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world. #USI_NationalConsulting Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India . Benefits To Help You Thrive At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Requisition code: 301861