Requisition Number 19-0049 Post Date 6/21/2019 Title MGR, CRM System City New York State NY Description
The Manager, CRM Systems sits within the Corporate Business Services team and will manage the development of the CRM system and all related strategic objectives and components for the RCN, Grande and Wave Commercial teams. The Manager will lead a team that will maintain the platform and support the user base. This position can be located in the New York City, NY or Wilkes Barre, PA office.
* Manage the evolution of the CRM system from a sales funnel tool to and end-to-end customer management platform that supports the growth of the Business Services team. * Lead a cross-functional team including Commercial Sales, Operations, Marketing and Corporate management to understand and address business development-related needs. * Manage third party contractor in support of the CRM system.
* Manage reporting process (out-of-the-box availability, as well as facilitating access to customized reports run by team) for business development, marketing and communications data. * Support the Integration of various data feeds, including internal data warehouse and external data platform to enable a complete view of the state of the business. * Develop, track, and communicate analytics and other related measurements -- reporting on contact relationship growth, usage, changes, and other overall data that supports and drives CRM strategy. * Assist with analysis of data to facilitate business development research, trends, and chart actionable steps as appropriate.
Administration & Training
* Manage the team that works all CRM-related issues, queries and incoming requests. * Develop training programs and materials that include guidelines and best practices. * Initiate process to assist in managing data -- data quality, cleanup and verification process -- leveraging internal and external resources as necessary. * Perform other duties as requested by supervisor.
* At least 5 years of experience working in a CRM/database role; experience with SugarCRM platform a plus. * Experience in managing a team focused in software and process development. * Passion for analyzing data and finding creative ways to integrate additional information and presenting it in clear, meaningful and actionable ways. * Strong project management and organizational skills. * Cable or telecommunications experience preferred. * Excellent communications skills both written and verbal. * Experience in creating and managing large databases. * College degree or equivalent preferred.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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