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Customer Relationship Management Specialist
| Title/Status: |
Customer Relationship Management Specialist
(4-9 month contract with possibility of extension)
Exempt |
| Reports to: |
Director, Growth Initiatives Group |
| Location: |
Davis or San Francisco, California
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Position Summary
The CRM (customer relationship management) Specialist is responsible for facilitating development, testing, deploying, and supporting a CRM on the SalesForce.com platform that equips social franchise networks in India, West Africa and Mexico to track customers, manage sales, and report on performance.
Core Duties and Responsibilities
- Work with internal customers to define the scope of a CRM solution.
- Shape and manage all aspects of a global CRM implementation, including:
- Facilitating design of the CRM system
- Planning and managing beta CRM system test
- Discovering, documenting, and analyzing key user business processes
- Assessing system usability and user requirements
- Refining and deploying CRM system in each country
- Supporting content development for CRM system training curriculum
- Providing ongoing support to CRM system users
- Ensuring continuous improvement of CRM system to support rollout and track performance of new products
- Work with internal customers to identify and meet evolving CRM system needs, including custom reports, interface enhancements, and automation.
- Work with others in the Growth Initiatives Group to use the CRM system to analyze and strengthen social franchise performance.
- Contribute to strategic thinking about how the CRM system can support demonstration and promotion of Freedom from HungerÕs social franchise innovations.
- Participate actively in Program Services and institutional meetings and events.
Knowledge, Skills, Abilities, and Prior Experience
- Undergraduate degree.
- Proven track record in developing and implementing Salesforce.com.
- 6-8 years project management experience.
- Experience in database consulting/administration.
- High energy, creativity, resourcefulness and entrepreneurial spirit.
- Ability to learn quickly in a dynamic environment.
- Strong ability to communicate with non-technical users.
- Ability to present complex ideas in a simple, concise and objective manner.
- Strong presentation and written communication skills.
- Excellent team player able to work with virtual and global cross functional teams.
- Ability to understand cultures, geographies and markets in the regions Freedom from Hunger works.
- Experience with Salesforce.com, Javascript, Apex and MS Access.
- Experience with S-Controls, VisualForce, and Apex code.
- Fluency in French and/or Spanish, preferred.
- Willingness to travel up to 35 percent nationally and internationally.
General Job Competencies regardless of department or position
- Positive "can do" attitude
- Passionate about the mission of Freedom from Hunger
- Smart about pursuing and achieving cost-effective, efficient work
- Collaborative in finding solutions, achieving quality work, and delivering outcomes and materials on time
- Integrity in dealing with colleagues and executing work in support of the mission
- Sensitive and respectful of internal clients’ concerns and needs
- Effective organizational and multi-tasking abilities
- Attentive to detail, producing consistent, high-quality, reliable work
- Capable of operating in a fast-paced, deadline-driven environment
- Strong written and oral communications skills
It is not intended that the above listed duties reflect every job duty, responsibility or task that the employee may be called upon to perform. The employee is expected to perform all job-related duties and tasks assigned by his/her supervising manager or other authorized manager.
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