Bloomberg BNA, a wholly owned subsidiary of Bloomberg, and a leading source of legal, regulatory, and business information for professionals, seeks a Director, CRM Solutions to oversee the planning, design, development, launch, and on-going operations of enterprise-level IT business solutions for customer facing sales, service, marketing, and support functions. The CRM Director will lead a team of analysts, developers, systems administrators, and operations support staff.
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RESPONSIBILITIES:
Lead the CRM Solutions team, which is comprised of business facing solutions analysts, development, and operations support teams.
Plan, schedule, and direct all aspects of requirements, functional design, technical design, development, testing, deployment, user training, and change management for new CRM projects and initiatives.
Collaborate with business unit leadership to develop CRM roadmaps and provides CRM best practices guidance in the areas of marketing automation, sales force automation, customer engagement, and customer analytics to business leadership.
Meet with decision makers, business process owners, and end-users to define scope, objectives, timelines, costs, and benefits for new CRM initiatives.
Review and analyze the effectiveness of existing systems and develop strategies for improving or further leveraging systems capabilities.
Oversee vendor management activities and manage the selection processes for new CRM business applications through a formal methodology.
Oversee cost-benefit, business case, and ROI analyses for proposed CRM systems to support executive leadership in making implementation decisions.
Collaborate with project management and IT infrastructure and network operations on projects to develop project plans, assign resources, execute production release plans, and oversee post go-live production support processes.
Oversee in-depth system testing and deployment activities, including end-user acceptance testing, for modified and new systems, and other post-implementation user support activities.
Oversee the orientation and training of end-users for modified and new system deployments.
Define and manage business applications support processes, measures business operations support metrics / SLAs and proactively partners with business owners and technical teams.
Maintain thorough knowledge of user operations, workflows, systems, and applications in assigned areas of responsibility.
Maintain advanced knowledge of developments and advancements in the field of IT resource management, project management, and systems engineering, systems integration technology.
Lead, supervise, mentor, and train team members to develop strong IT application development and support capabilities and to cross-train team members to eliminate single points of failure.
Lead special projects and performs other duties as assigned.
REQUIREMENTS:
10+ years’ experience delivering IT business solutions focused on CRM processes as a functional consultant, solution architect, and/or application development leader; 5+ years’ experience as a people manager leading both individual contributors and managers of development or support teams; strong working knowledge of the System Development Life Cycle (SDLC) with understanding of a variety of technologies and platforms; significant experience working with Agile methodologies in small development teams and with blending traditional SDLC with Agile / Scrum approaches; experience working with SalesForce, Eloqua, and BigMachines, or similar CRM applications; experience architecting enterprise-level systems integration solutions focused on CRM data and business processes; ability to multitask while working independently or on a team with shifting priorities and deadlines; strong written, verbal, and interpersonal communication skills including the ability to interact with all levels of employees and executives throughout the organization; excellent communication (oral and written), relationship building, influence and negotiation skills with both technical and business resources; experience working with customers in a variety of roles / levels from less experienced developers to executives at a VP and higher level; prior experience leading business transformation programs in one or more of the following functional areas: salesforce automation, CPQ, order management, customer support management, marketing automation, customer analytics, customer master data management; prior experience implementing CRM solutions for a subscription management oriented business in the High-Tech, Media, or Digital Information Services industries; prior experience integrating with ERP order management, finance, and billing systems is a strong plus; Consulting experience or background strongly preferred; Bachelor’s degree in Management Information Systems, Business Administration or equivalent experience. Master’s degree is a plus.
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