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United States-Tennessee-KnoxvilleSr. Manager of CRM - Remote(Job Number: 2015881)Company OverviewAt ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.Position Summary:The Sr. Mgr. CRM is directly responsible for leading project teams, gathering requirements, designing solutions, and implementing configurations on Salesforce Service and Sales Cloud. They will provide solutions to complex business problems where analysis of situations will require an in-depth knowledge of organizational objectives. This role will be involved in setting strategic direction for CXMO’s CRM Roadmap to ensure our Salesforce instance aligns with and meets current and future business requirements. In addition, they will lead the team responsible for ensuring the CRM is designed for a frictionless agent and customer experience through transformational, innovative solutions.Play an influential role in shaping the standards and architecture of Salesforce for CXMO
Support the planning, buildout and execution of Salesforce Service Cloud in a flexible and timely manner
Manages CRM initiative scope, timelines, budget and communicates status, risks, and issues to stakeholders to ensure that the project's outcomes are achieved as defined, within budget and on time.
Act as front-line system subject matter expert representing the CXMO team in both enterprise and functional initiatives driven by CARE, Retention, Collections and Existing Customer groups.
Proficient in creating original wireframes for a variety of use cases (case management, gamification, next best action, etc.) with feedback from stakeholders
Lead the team in problem solving and system design sessions to address business needs and projects
Translate requirements into delivered technical solutions that meet or exceed ADT standards, business needs and best leverage the Salesforce platform
Collaborate with IT, CARE, Marketing, Product, and Sales teams to harness insights and incorporate them into strategic design decisions
Support CRM analysis and manage KPIs associated with usage, response, resolution, and other metrics related to the customer experience.
Assists in the development of training materials/job aids/tools to support all system enhancements and initiatives.
Interfaces with Director CX Technology, VP Strategy & Analytics, and IT for all system related initiatives, enhancements and issues representing CXMO.
Catalyst for conversations and trust between business and technology teams to find innovative solutions that exceed expectations.
Advocate internally by presenting on Salesforce functionality, future capabilities including R&D exercises and proof of concepts, plus high-level technical training as needed
Education:Undergraduate degree required. Advanced degree in related discipline preferred.
Experience:5-7 year’s operational experience required and at least 3 years on Salesforce.com (Sales and Service cloud)
Prior experience working with Salesforce reporting, analytics, functional design and best practices
Strong knowledge of Salesforce Systems (Sales Cloud, Service Cloud and other CRM technology solutions)
Certifications from Salesforce.com in Development, Administration and Architecture desirable
Experience in subscriber-based business and operations, customer service/call centers preferred
Strong organizational, verbal, presentation/facilitation and written communication skills
Strong project planning and management skills preferred
Ability to mentor and develop staff.
Ability to work cross functionally, across all organizations to drive new or enhanced technology projects
Ability to communicate and work closely with technology vendors and manage the business relationships for ADT
Proficiency with MS Office applications.
ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.Req ID: 2015881
