CRM Solutions Designer

SUMMARY:

The CRM Solutions Designer is responsible for enterprise-wide Campaign design, administration, report design and support of third party Campaign Management and CRM software applications including, but not limited to: UnicaÕs Affinium Suite, MicroStrategy and SAS. The primary focus is utilizing advanced functions within CRM tools to gain optimum Campaign efficiency and accuracy, and provide business owners with expertise to enhance business profitability.

JOB RESPONSIBILITIES:

Â¥ Responsible for Customer Relationship Management (CRM) system integration

Â¥ Ensures all functions of CRM system effectively work with all other applications and operating systems

Â¥ Relies on extensive experience and judgment to plan and accomplish goals

Â¥ Administers the Customer Relationship Management (CRM) applications

Â¥ Responsible for maintaining the CRM systems support and updating function

Â¥ Monitors end-user usage of systems and performs daily administrative tasks

Â¥ A certain degree of creativity and latitude is required

MANAGING EMPLOYEES:

Â¥ Creates documentation to aid in others' learning

Â¥ If applicable, provides supervision and ensures quality and timeliness of others' deliverables

Â¥ Leads and directs the work of others.

MANAGING WORK:

Â¥ Understands scope, priority and timelines for assigned work

Â¥ Manages workload to deliver quality deliverables that meet requirement

Â¥ Communicates status of assignments to supervisor

Â¥ Notifies supervisor of issues that impact productivity or ability to meet expectations

Â¥ Adheres to CSF processes in completing assignments

Â¥ Follows standards/uses standard toolsets

Â¥ Assists Manager in tracking progress, prioritizing work, developing time estimates and work plans and assisting less experienced team members

Â¥ Resolves issues or escalates to Manager, if necessary

Â¥ Identifies opportunities to improve existing conditions and processes & implements solutions

Â¥ Creative in problem solving

Â¥ Does not miss important items

Â¥ Does not need to be told the same thing multiple times

Â¥ Checks work into central repositories

ADDITIONAL RESPONSIBILITIES:

Â¥ Provide Administration of CRM applications and software under the domain of Database Architecture to support enterprise-wide initiatives.

Â¥ Provide report development for one of the following: Unica Affinium Campaign Manager, MicroStrategy, SAS, Hyperion or Cognos.

Â¥ Design recommendations to accommodate business requirements, application development needs, and database modifications required to implement CRM solutions.

Â¥ Provide leadership for other CRM team members and act as liaison between Administrators, Developers, Database Administrators, System Administrators, and business users

Â¥ Determine the appropriate CRM tool for the task

Â¥ Perform CRM Administration tasks including:

- Perform CRM software installation and configuration

- Perform CRM software backup and recovery

- Apply CRM software patches and upgrades

- Perform CRM performance tuning

- Validate CRM source connectivity

- Perform CRM scheduling tasks

- Provide CRM documentation

- Provide on-call support

QUALIFICATIONS:

EDUCATION:

BachelorsÕ degree or equivalent experience

EXPERIENCE:

Min 7 years of experience in the IT software development

Min 3 years experience administering UNICA products

Â¥ Database background required

Â¥ Data modeling background required (minimum 3 years)

Â¥ Data warehouse familiarity (minimum 3 years)

SPECIAL SKILLS:

Â¥ Technical Campaign Design within the Affinium Suite

Â¥ Logical Campaign Design - Working with marketing team to determine what will need to be designed for a start-to-finish campaign

Â¥ Advanced Macro Design

Â¥ Advanced Plan knowledge

Â¥ Advanced Data Warehousing knowledge

Â¥ Advanced scripting skills

Â¥ Advanced Affinium administration skills

Â¥ Advanced understanding of In-DB vs. Application processing

Â¥ Advanced understanding of migration strategies

Â¥ Advanced understanding of Contact and Response

Â¥ Advanced understanding of embedded Cognos reporting capabilities

Â¥ Experience with Emessage

Â¥ Experience with Collaborate

Â¥ Experience with Optimize

Â¥ Strong written and verbal communication skills

Â¥ Strong technical skills

Â¥ Strong analytical and problem solving skills

Â¥ Strong interpersonal skills

Â¥ Strong understanding of the software development lifecycle including: requirements gathering, design, coding, testing and production support.

Â¥ General understanding of system architecture.

Â¥ Understanding of Unix, DOS and Windows operating systems

Â¥ Understanding of general programming concepts

CORE COMPETENCIES:

CUSTOMER FOCUS:

Â¥ Establishes strong relationships with customers

Â¥ Understands and strives to meet customer needs

TEAM ORIENTATION:

Â¥ Works well with others

Â¥ Assists less experienced team members

LEADERSHIP:

Â¥ Sets a good example for less experienced team members

Â¥ Provides direction

Â¥ Proposes and implements change

Â¥ Is held accountable for all actions/work

Â¥ Displays initiative

Â¥ Demonstrates persistence until goals are met

Â¥ Applies problem solving skills to overcome obstacles

Â¥ Attempts to solve problems, yet asks for help before productivity is impacted

Â¥ Adapts to given situations

Â¥ Understands and works effectively with ambiguity

COMMUNICATION SKILLS:

Â¥ Excellent verbal and written communication skills

Â¥ Strong listening skills

Â¥ Translates technical details into descriptions the customer can understand

Â¥ Illustrates concepts clearly

Â¥ Adjusts content of written/verbal communication to the audience

Â¥ Written communications are succinct, clear and complete

PERSONAL QUALITIES:

Â¥ Displays professionalism, honesty, integrity, self confidence, maturity, respect and conviction

Â¥ Maintains a positive attitude

SELF DEVELOPMENT:

Â¥ Accepts and addresses constructive feedback

Â¥ Pursues practices to improve knowledge and skills

Â¥ Keeps skills updated and asks for coaching or formal training, if necessary