CRM Systems Manager (IT) »
RingCentral - San Mateo, CA

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The CRM Systems Manager will be responsible for managing relationship with internal clients (Marketing, Sales and Support), aligning business objectives, providing onsite systems’ support and implementing new process automation solutions. He/she will drive business efficiency with process automation using world-class systems, train users on new processes and system changes, and facilitate documentation and make sure the changes are implemented successfully. We are looking for someone that exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems. Job requires pushing creative thinking beyond the boundaries of existing industry practices and client mindsets.

Responsibilities:

Internal Client Management
  • Develops relationships with marketing, sales and support team leaders and aligns objectives. Builds quarterly and yearly roadmaps aligned to business value.
  • Communicates effectively with clients to identify needs and evaluate alternative scalable solutions with project/program management skills.
  • Continually seeks opportunities to automate business processes, customer satisfaction and build client relationships.
  • Manages client expectations effectively.
Project Execution and Team Management
  • Manages CRM systems (Salesforce.Com, Marketo, inContact, LiveChat)
  • Manages offshore team and leads them for delivery and performance.
  • Delivers informative, well-organized and message driven presentations.
  • Helps with quarterly/yearly budgeting process and costing process.
  • Assists in enforcement of project deadlines and schedules. Communicates and applies project standards and methodologies. Manages system releases to production.
  • Understands the components of running a successful project in a short timeframe and maintain the quality at the same time.
  • Assists in the facilitation of offshore/onshore meetings.
Training, Feedback/Recommendations and System Quality
  • Leads testing efforts, develops QA plans and works with the team to execute them.
  • Organizes systems training and supports go-live activities.
  • Coordinates changes and provides onsite support during go-live and after.
  • Ensures issues are identified, tracked, reported on and resolved in a timely manner.
  • Works with champion users, gathers feedback and proposes improvements in process/systems.
Problem Solving, Analysis and Solution Definition
  • Identifies critical issues with ease and prioritizes based on urgency.
  • Quickly understands the functional and data requirements of our internal clients (Marketing, Support and Sales teams) and recommends technical solutions.
  • Develops functional specifications and system design specifications for client engagements.
  • Understand technical issues reported by offshore team and guides them towards solutions.
  • Designs scalable system integrations for the processes that are cross-functional and works with other departments to deliver results.

Required Qualifications:

Bachelors in Computer Science or Management Information Systems.
10+ years of hands on experience in Systems, Architecture, Business Process Automation.
5+ years of project management, program management, systems delivery.
3+ years of management, team development and leadership experience.

Required Skills:
  • CRM systems (Salesforce.Com {required}, Marketo, inContact, LiveChat)
  • Project Management
  • People Management
  • Client Management
  • Systems and Solutions Architecture
  • Process Analysis and Optimization
  • Workflow Design
  • High Level knowledge of programming and API (Java, HTML, JavaScript, .NET, SOAP, REST)
  • Database Knowledge (Oracle, MySQL, PLSQL, Schema, ERD)

About RingCentral

RingCentral is a leader in cloud computing based business phone systems, with tens of thousands of business customers and top industry honors, including the PC Magazine Editor's Choice Award, the Small Business Computing Excellence in Technology Award, and the 2010 World Economic Forum Technology Pioneer Award. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral provides small businesses with world-class business capabilities that, until recently, were available only to large corporations. Headquartered in San Mateo, California, RingCentral is privately held with backing from Sequoia Capital, Khosla Ventures, and DAG Ventures. For more information, please visit: www.ringcentral.com .

To apply:
To apply, please submit your resume and salary requirements to jobs@ringcentral.com

RingCentral - 17 months ago - save job - copy to clipboard
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Founded in 1993, RingCentral, Inc. is a leading supplier of PC-based fax and telephony communications software. The company makes and...