Senior Consultant, CRM Service Delivery - Denver OR Seattle - Englewood, Colorado, United States at Englewood

Job Description

Attract, develop & engage a world-class workforce

For more than 30 years, TeleTech has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TeleTech designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.

Our capabilities include:
Design: Customer Strategy Services
Enable: Customer Technology Services
Manage: Customer Management Services
Grow: Customer Growth Services

Senior Consultant, CRM Service Delivery

This Senior Consultant for CRM Service Delivery is a key driver within TeleTechs emerging Salesforce practice. This technology leader will be the central point of contact for all CRM development initiatives, managing internal and external resources to ensure project success from concept through to delivery, on time, on budget, on quality. This opportunity will require expertise with Marketing and Sales Processes and Technology, CRM project experience working on large scale, multi-national implementations, and a strong understanding around global company processes and culture with the ability to develop relationships necessary for success.

The Senior Consultant, CRM Service Delivery works with business partners to translate business requirements into scalable IT solutions in alignment with the corporate IS strategy, driving cross system synergies, system consolidation and process harmonization and professionally managing the day-to-day operations & support of the respective CRM systems. The Senior Consultant will lead international technical project teams in all technical matters and manage external consultants and service providers.

To develop successfull strategies around CRM implementation and integration, the Senior Consultant will constantly consider external best practices and relevant trends in solution design and application management, working to communicate IT capabilities actively in a challenging global landscape.

As a driver of business results you motivate and develop cross functional resources towards a high performance culture.

Key Position Responsibilities

• Provide Vision end state of CRM and system integration to the business and implementation teams
• Bridge the conversation between the client executives and the technical team.
• Drive additional value to clients through technology implantations and strategy
• Provide Practical High level Architectural Guidance based on current and futures technology platform partners
• Direct the development, implementation and support activities for the CRM system
• Work closely with Information Management and internal business partners
• Identify, own and mitigate/resolve risks, dependencies, cross functional, cross organization issues
• Develop and maintain a highly responsive, business focused, customer driven service level within the CRM application team
• Comply with SLA terms and monitor KPIs to meet/exceed established service levels
• Develop and maintain a motivated, high performance team
• Ensure adequate resource availability to meet approved business demand
• Establish strong, effective, working relationships with corporate customers

Qualifications

• Bachelors degree with 7 years of relevant experience. Masters degree preferred
• Highly self-driven individual with excellent leadership skills
• Ability to meet tight deadlines in a dynamically changing environment
• Understanding of Business Intelligence and data integration
• Ability to drive highly collaborative technology discussions resulting in new business
• Excellent understanding of Marketing & Sales business processes (e.g. lead to contract, order to cash)
• Strong technical background and hands-on experience in at least one leading CRM solution (SalesForce.com is highly desired but not mandatory)
• Previous Integration experience with SOA technologies
• System integration experience with ERP systems is a strong plus
• Expert in Application Lifecycle and Implementation processes (e.g. PMI, Agile, SCRUM, ITIL)
• Excellent communicator experienced in global, multi cultural organizational and project setups
• Project management experience leading high risk and high complexity technical projects (minimum $2 million project volume)
• Strong written and verbal communication skills
• Strong organizational and interpersonal skills

Job Requirements

 
Country: USA, State: Colorado, City: Englewood, Company: TeleTech Holdings, Inc.