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Job Summary:
Enterprise Technology’s CRM Sales Excellence group enables high quality service delivery to Global Markets stakeholders through the strategic use of technology and in coordination with Mercury, CDW, MDM, PACE and AEM teams. The services produced will coordinate with go-to-market programs at an area and global level.
Our group will provide you the opportunity to build your own personal resume by involvement in a major firmwide
transformation of CRM products and solutions. You will have the ability to guide your own career and gain the knowledge and experience to determine where you want to focus your career.
Responsibilities:
The CRM Product Enhancement Service Delivery Lead is responsible for understanding business technology at a deep level to create product vision and drive its execution. This role is accountable for the successful delivery of new product enhancements. This role is ideal for someone with strong operational excellence and leadership skill set, outstanding prioritization, facilitation, and communication skills.
Key responsibilities include:
Coordinates, plans, and manages activities within the CRM Product Enhancement team. Defines and drives documentation standards. Reviews & ensures adhesion to the identified standards. Issue resolution. Delivery of the project as a whole (on time and budget). Gather status from Scrum Master and team and generates weekly status report. Provide leadership, direction and coaching to team members. Communicates vision and value proposition across the team and business lines; conducts product reviews to communicate updates to stakeholders, articulate results, risks and progress throughout implementation of program. Eliminates communication gaps between business and development teams. Actively participate in SAFe related practices. Ensuring that project rigor is in place for the planning, status reporting, and delivery of development cycles and auxiliary projects. Work with business stakeholders to define product roadmap for new functionality. Identify areas for operational optimization such as reduced operation cost, increase quality, etc. Participates in budget planning. Develop ongoing resource plans and sourcing models for the CRM Product Enhancement
Analytical/Decision Making Responsibilities:
Senior communication capability required with Global Markets, Service Line and ET leadership. The role also requires relationship management skills to influence and motivate resources from ET that will not be direct reports.
Knowledge and Skills Requirements:
The role requires a good working knowledge of the IT infrastructure within EY but more importantly a great perspective on the business and the internal stakeholders we serve. The functional requirements of the technology we acquire, build or modify depend on the role’s ability to translate business need into technical requirements. A longer-term roadmap and vision for individual application as well as the broader platforms will be necessary for effective development and deployment of the projects.
Understanding and knowledge of CRM processes and systems would be a distinct advantage. Any prior knowledge or experience of Dynamics 365 preferred. Experience working in Scaled Agile Framework with proven track record of successful execution. Proven ability to drive change and work effectively across business boundaries. Partner with Product Owners, and business stakeholders to ensure alignment on strategy, vision, road map and execution. Develop trust-based relationships with key stakeholders Tracks and communicates key metrics, such as feature, business value and implementation. Experience with Azure Dev Ops, Jira or a similar technology
Supervision Responsibilities:
The role will have 20+ direct reports and will need to influence IT, Business and Global Markets resources without a reporting line which is not uncommon in our matrix organization. The ability to drive results in a teaming way will be a key performance indicator for this role. The ability to Lead and guide the CRM Product Enhancements team through the development and deployment of new functionality and D365 modules.
Other Requirements:
Travel as required but should be less than 5-10% of activity.
Job Requirements:
To qualify, candidates must have:
Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). 10+ years managing large scale multi-year software implementations. Excellent analytical, problem solving, decision making, interpersonal and communication skills. Implementation or migration experience with any CRM or ERP project. High motivated, self-directed individual with the ability to work independently. Experience with multiple SDLC methodologies (waterfall, unified, Agile). Strong project management capabilities with ability to multi-task. Solid understanding of Scrum, Kanban, Lean, SAFe Strong conflict resolution skills required. Microsoft Office products are a must have. Knowledge of Microsoft CRM Dynamics is a great plus. Experience with any of CRM platforms is preferred. SAFe Practitioner, SAFe Product Owner/Product Manager or other related certifications is preferred.
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