Customer Engagement Specialist
Customer Engagement Specialist
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Job Description
We are looking for a dynamic and enthusiastic person to join our Business Area (BA) Marketing team as a Customer Engagement Specialist to support the implementation of Salesforce CRM and help drive our transformation to becoming a more customer centric organization. Salesforce CRM will serve as the primary system used for interacting with and supporting the customer relationship.
The Customer Engagement Specialist position is responsible for leading the Americas initiatives behind the optimal use of Salesforce CRM. Tasks include project management heading engagement and communication efforts as well as comprehensive support of the locally responsible key users. You will work closely with sales marketing service and cross-functional teams ensuring effective collaboration user adoption and system optimization. The position understands local business realities and makes recommendations on how the CRM system can provide customer-focused solutions.
Main Tasks:
Project Management
- Lead Americas Salesforce CRM projects in the various markets; prioritizing and implementing new functionality that will bring value and defining business requirements to the project team for potential implementation (including configurations customizations new objects business processes etc.).
- Support the configuration of business necessary workflows and interfaces.
- Drive reporting to support management using data-driven decision-making processes.
- Direct data cleanup and integrity projects that will benefit the optimal use of the CRM system.
Engagement & Communication
- Serve as the regions CRM ambassador with a frequent connection to the global and regional projects.
- Act as a liaison to gather and disseminate best practices success stories and lessons learned from other markets and areas of business.
- Facilitate effective communication channels with stakeholders to gather feedback system requirements and support prioritization.
- Document business processes fitting business realities to CRM where possible.
- Support the local management teams to drive adoption helping to sell the value of Salesforce and its associated processes.
Support and Training
- Serve as the primary point of contact for the local Business Key Users in the markets supporting their queries and issues escalating complex issues to appropriate teams when necessary.
- Maintain a comprehensive knowledge base to address commonly encountered problems and provide self-help resources for users.
- Ensure Salesforce accurately reflects users roles in the organization to keep track of employees and licenses allocated.
- Help local Business Key Users conduct training sessions and workshops tailored to the needs of users ensuring a thorough understanding of Salesforce CRM functionality.
- Collaborate with local Key Users on developing market-specific training materials documentation and guides to enhance user adoption.
- Act as the primary point of contact in system testing prior to release connecting local responsible(s) to test and confirm functionality where appropriate .
Qualifications :
BASIC
- Bachelors Degree in Business Administration Information Technology or related field preferred
- 5 years of experience in sales marketing or related field
- Advanced level of English language skills and effective communicator
PREFERRED
- Project management and leadership skills
- Experience working with remote/diverse teams
- Broad knowledge processes and/or systems primarily as related to Sales and Operations
Additional Information :
Ready to drive with Continental Take the first step and fill in the online application.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
