Manager, CRM Business Process and Training

Job Description:The Business Process and Training Manager defines and implements Customer Relationship Management (CRM) business processes across T. Rowe Price’s Institutional lines of business of Global Investment Services (GIS), Retirement Plan Services (RPS) and Third Party Distribution (TPD). With direction from the CRM Program Manager, the incumbent is responsible for the development, implementation and enforcement of enterprise business processes to enable nearly 600 of T. Rowe Price’s client-facing associates to get, keep, and grow profitable customers. The incumbent is also responsible for developing and delivering multi-channel training programs to support consistent application of business processes and usage of T. Rowe Price’s CRM application, Pivotal CRM.PRINCIPAL RESPONSIBILITIES Proactively identifies Institutional CRM process gaps and identifies new, or optimizes existing, CRM business processes. Also develops supporting process documentation and communicates to CRM users (via training) to reflect process enhancements and changes. Researches current client-facing as well as internal team CRM processes and implements necessary refinements for a more effective cross-functional, cross-unit client experience. Creates printed and web-based training documentation to support CRM business processes and general system usage; acts as primary trainer for CRM usage. Works closely with the CRM Data and Reporting Manager and CRM System Administrator to address user needs or challenges, to help shape TRP associates’ CRM experience and leverage cross-functional usage. Collaborates as part of the CRM team, along with TRPIT, to incorporate new or improve existing business process functionality via CRM system design.QUALIFICATIONS College degree and 2 years of related work experience, or Associate degree and 4 years related work experience, or High School diploma/equivalent and 6 years related work experience Knowledge of the function and purpose of CRM applications Experience in training plan development and execution Superior interpersonal / communication skills Knowledge of / experience with training documentation development Organization and solid attention to detail Critical thinking / problem solving skills Project management experienceT. ROWE PRICE IS AN EQUAL OPPORTUNITY EMPLOYERExpected Travel Time: None Company: T. Rowe Price Location: Baltimore, MD 21201 Status: Full Time, Employee Job Category: Marketing/Product Reference Code: 3273 Send this Job to a Friend Click here to see all T. Rowe Price opportunities Learn more about T. Rowe Price If you want to work in an environment that encourages professional development, continued learning and advancement throughout your career, apply today. T. Rowe Price is an Equal Opportunity Employer.