Manager CRM

people through branded value solutions. Blackhawk platforms and solutions enable the management of stored value products, promotions and rewards programs in retail, ecommerce, financial services and mobile wallets. Blackhawk’s Hawk Commerce division offers technology solutions to businesses and direct to consumers. The Hawk Incentives division offers enterprise, SMB and reseller partners an array of platforms and branded value products to incent and reward consumers, employees and sales channels. Headquartered in Pleasanton, Calif., Blackhawk operates in 26 countries. 

As a key member of the Corporate Information Technology Team, the CRM Solution Architect is responsible for building and leading Blackhawk’s enterprise strategy and capabilities roadmap supporting our Sales organization.  This individual will partner with our Sales leadership on the prioritization and execution of capability development initiatives to realize our business goals.   This individual will drive our CRM solution as a thought leader including requirements gathering, roadmap prioritization, and collaboration with business leaders and developers to deliver best-in-class solutions.  In addition, this person will oversee the delivery of production support.   

The ideal candidate has extensive experience supporting and implementing CRM solutions.  A strong base knowledge of sales practices and customer relationship processes are key to success in this position.  Since the CRM tool will interact with the ERP system, familiarity with ERP systems is a plus (Microsoft D365 suite).  This role demands advanced analytical thinking and problem-solving skills and communicates with a diverse set of global stakeholders (employees and management) and partners in a manner that breaks down complex challenges into actionable steps that drive results.  This individual leads as a team player who can build trust and establish strong working relationships. 

• Serves as the primary IT liaison between IT and our Marketing, Sales and Support organization 
• Manage the CRM product vision, product roadmap, and prioritization of features against business needs, technology imperatives, and industry standards. 
• Documents a vision, business requirements, and functional design for product improvements and CRM initiatives working with business stakeholders, subject matter experts, and the engineering teams. 
• Specify and maintain requirements artifacts including: Context Diagrams, Process and Workflow Diagrams, Data Flow Diagrams, Use Case Models, and Use Case Specifications. 
• Drive and document customer and sales related business processes and support documentation in collaboration with stakeholders. 
• Conduct research to determine whether solutions to business/technical requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible. 
• Manage the training solution delivery model, which may include providing training to users on new functionality, giving refresher courses on existing functionality, and updating training materials. 
• Oversee testing of new functionality as part of User Acceptance Testing. 
• Provide critical thinking and facilitate discussions needed to drive outcomes and results to meet project goals by serving as cross-work stream SME and escalation point. 
• Responsible for owning follow ups and closing gaps related to overall project approach, design issues, project execution tasks and issues; take ownership of assigned gaps; work with team to resolve and present findings. 
• Become part of a team of individuals who are committed to provide excellent customer service 
• Communicates with stakeholders across the enterprise 
• Coaches and reviews the work of lower-level professionals 
• Responsible for making adjustments or recommended enhancements in systems and processes to solve problems or improve effectiveness of job area 

• BA/BS, MS, preferably in a technology-related or business field 
• 7 years of experience in CRM product application management and/or implementation (10+ total years of experience) 
• Proficient in CRM business processes in sales force automation, marketing automation and service management functions 
• Experience as an IT product manager would be helpful 
• Proven ability to: 

• Lead complex projects and run multi-departmental project teams with minimum supervision 
• Drive complicated system issues to closure 
• Translate business requests into organized, clear and concise business requirements and document workflows and processes 
• Query, analyze, and interpret data and functionality problems in complex computer systems 

• Provisioned with MS Dynamics CRM Sales, Marketing and Project service automation apps  

• Experience on end-user training on MS Dynamics CRM Functionality 
• Superior verbal and written communication skills, with the ability to interact effectively with diverse groups of global stakeholders—both technical and business users  
• Excellent interpersonal skills and a high degree of social intelligence 
• Advanced analytical thinking and problem-solving skills  
• Experience integrating CRM with an ERP system and other platforms. 

• Experience with some type of reporting package useful 
• Proficient in MS Office suite (Word, Excel, PowerPoint, Visio); knowledge of Agile/SCRUM methodology is a plus 
• Basic knowledge in 3rd party tools which integrate with Dynamics CRM  

• Various Marketing applications (Marketo, SalesLoft, LinkedIn Sales Navigator, Zoominfo, etc. 
• Legal (Determine Contract Manager) 

• Dun & Bradstreet 

Bachelor's degree in Computer Science degree.

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