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Senior CRM Administrator Job in Hightstown, NJ 08520
Title :
Senior CRM Administrator
Company :
McGraw-Hill
Location :
Hightstown, NJ 08520
Date Acquired :
7/9/2010 2:29:05 AM
Title: Senior CRM Administrator
Location: NJ-Hightstown
The McGraw-Hill Companies has been a leader in providing high quality information and analysis across global markets for more than a century. From the Industrial Revolution through the Digital Revolution, our core values have remained constant -- The McGraw-Hill Companies is helping to create a smarter, better world by meeting critical needs for the knowledge, insights and analysis that help individuals, markets and countries grow and prosper.
The Global Customer Operations team for the Information and Media Segment is currently seeking a Senior CRM Administrator to join their team. Primary function would be to perform change requests, load data, mange lead routing and user administration.
Responsibilities include:
Administer internal CRM platform.
Develop reporting and assist CRM manager with developing and implementing plans for process improvements.
Work closely with departmental leaders resulting in cooperation and collaboration toward shared goals.
Report on CRM usage and work closely with CRM Manager to plan for future support needs.
Develop and demonstrate an understanding of customer issues and needs. May include managing escalated customer issues and customer recovery situations.
Assess individual training needs, and develop a plan to provide necessary training.
Service Request trend analysis for CRM to identify root causes and to provide and execute corrective actions
Quality document creation and maintenance
Meet or exceed business unit SLA's by effective prioritization and quick problem resolution
Provide proactive customer support.
Develop and/or update support readiness plans for new product releases and support offerings.
Assist Manager with the preparation and administration of budget, business plans, and metrics.
Assist with skill development of other staff members
Demonstrated leadership
Ability to build and maintain relationships remotely and across organizations
Understanding of support processes and enterprise customer expectations
Ability to lead projects, motivate and train others
Technical certification or 5 years equivalent technical experience
2 years experience in support of CRM or equivalent
Advanced problem solving skills
The ability to understand complex problems and to identify and present viable solutions with confidence
Expert PC skills
Expert PC networking skills
Expert Microsoft Office skills
Knowledge of ETL tools
Ability to train, in person or via webcast
Flexible
Personable
Excellent customer service skills
Excellent oral and written communication skills
Bachelors degree preferred
Experience with Siebel On Demand or Salesforce.com are preferred
The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please see instructions in the last paragraph foundhere.
Location: NJ-Hightstown
The McGraw-Hill Companies has been a leader in providing high quality information and analysis across global markets for more than a century. From the Industrial Revolution through the Digital Revolution, our core values have remained constant -- The McGraw-Hill Companies is helping to create a smarter, better world by meeting critical needs for the knowledge, insights and analysis that help individuals, markets and countries grow and prosper.
The Global Customer Operations team for the Information and Media Segment is currently seeking a Senior CRM Administrator to join their team. Primary function would be to perform change requests, load data, mange lead routing and user administration.
Responsibilities include:
Administer internal CRM platform.
Develop reporting and assist CRM manager with developing and implementing plans for process improvements.
Work closely with departmental leaders resulting in cooperation and collaboration toward shared goals.
Report on CRM usage and work closely with CRM Manager to plan for future support needs.
Develop and demonstrate an understanding of customer issues and needs. May include managing escalated customer issues and customer recovery situations.
Assess individual training needs, and develop a plan to provide necessary training.
Service Request trend analysis for CRM to identify root causes and to provide and execute corrective actions
Quality document creation and maintenance
Meet or exceed business unit SLA's by effective prioritization and quick problem resolution
Provide proactive customer support.
Develop and/or update support readiness plans for new product releases and support offerings.
Assist Manager with the preparation and administration of budget, business plans, and metrics.
Assist with skill development of other staff members
Demonstrated leadership
Ability to build and maintain relationships remotely and across organizations
Understanding of support processes and enterprise customer expectations
Ability to lead projects, motivate and train others
Technical certification or 5 years equivalent technical experience
2 years experience in support of CRM or equivalent
Advanced problem solving skills
The ability to understand complex problems and to identify and present viable solutions with confidence
Expert PC skills
Expert PC networking skills
Expert Microsoft Office skills
Knowledge of ETL tools
Ability to train, in person or via webcast
Flexible
Personable
Excellent customer service skills
Excellent oral and written communication skills
Bachelors degree preferred
Experience with Siebel On Demand or Salesforce.com are preferred
The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please see instructions in the last paragraph foundhere.
