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Head of CRM Adoption / Solution Delivery Lead. Job in Clarks Summit, Pennsylvania, United States in MetLife, Inc.. Nelest.com
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Head of CRM Adoption / Solution Delivery Lead

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Job ID:

23012

Location:

Clarks Summit, PA 

Job function:

Project Management
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Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Head of CRM Adoption / Solution Delivery Lead

Job Description:

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, and project managers with the freedom to create innovative solutions to address core business challenges within MetLife. The Sr. Software Development Engineer is responsible for leading development, and design, development and implementation of applications following the full systems development lifecycle (SDLC). Responsibilities will relate heavy to the CRM Platform within MetLife.

The head of CRM Adoption / Solution Delivery Lead is responsible for ensuring CRM usage and adoption across all CRM/SFDC instances deployed globally (Americas, Asia and EMEA regions). This position will work very closely with Global CRM shared service team as well as SFDC's Customer Success organization to plan and execute usage and adoption strategies globally. This resource will bring to the table the ability to deeply understand business drivers and processes, preferably through previous experience working on larger scale SFDC's solutions implementation. This role will focus on the following key areas:

  • Creation and enforcement of adoption framework
  • Tracking of adoption metrics across all instances
  • Adoption acceleration planning and implementation
  • Regular meetings with business customers

This is a critical role in ensuring successful CRM engagements during the solution deployment phase. The Head of Adoption will conduct value and risk assessments, help define implementation strategy as well as provides operating model advice. The Head of Adoption should also ensure that each implementation has the right training to ensure their ultimate success, even beyond the implementation cycle - this includes positioning the right support and training products as needed. In addition, this role provides oversight during deployments to mitigate project risk, and is tasked with ensuring quality implementation delivery from both Salesforce and partners. Key is adoption framework, tracking, adoption acceleration plan, and routine customer meetings.

Principal Accountabilities of Position:

  • Effectively and efficiently handle a high volume of inbound inquiries in a customer focused role.
  • Possess and maintain a working knowledge and familiarity with Salesforce products and services.
  • Effectively engage with key customer contacts from the C-Level , sponsors and project resources.
  • Provide oversight on key projects to ensure quality implementations that stay on track.
  • Successfully identify customer issues and appropriate next steps by asking probing questions.
  • Effectively analyze customer history to quickly build rapport and credibility.
  • Document in detail all interactions with customers with high level of accuracy.
  • Effectively articulate complex information to a variety of technical and non-technical customers.
  • Serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.
  • Strong written and verbal communication skills in (across multiple languages is a plus), executive level presence and experience in facilitation.
  • Collaborative and consultative work style.
  • Ability to drive transformational approaches and link value-added business processes with product/technical solutions.
  • Deep experience delivering business consulting
  • Demonstrable CRM application experience, or experience with products and/or processes related to sales, marketing, or support and services
  • Develop, prepare, and nurture customers for advocacy.
  • Work with business and IT to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Work with program team to establish enhancement requests

Job Requirements:

Knowledge / Skills / Competencies Required:

  • 6+ years' experience working on building scalable software solutions
  • 4+ years of technical, people management role
  • Bachelor's degree in business, computer science or information system, master's degree preferred
  • Experience with solutions on Salesforce products/platform technologies
  • Ability to learn quickly in a highly dynamic environment
  • Ability to take ownership of project delivery and multi-task on multiple projects/feature development
  • Large corporate environment experience where coordination, collaboration and communication across multiple organizations is required for alignment, approvals, decision-making and governance.
  • Excellent oral and written communication skills as well as excellent presentation skills with ability to conduct presentations comfortably to large groups
  • Strong understanding of Object Oriented development/design
  • Ability to establish credibility with business and IT constituents quickly.
  • Ability to motivate people, instill accountability and achieve results
  • Agile, proactive, comfortable working with ambiguous specifications and can prioritize on the fly.
  • Experience in short release cycles, the full software lifecycle, and have worked on a product that was actually released for public consumption
  • Demonstrated ability in strategic thinking and identifying key business issues and opportunities
  • Demonstrated capability for problem solving, decision making, sound judgment, assertiveness

Expert influencing skills to manage enterprise stakeholders, business partners, and teams of diverse composition (e.g. varying skill sets, in-house and outsourced) who are not direct reports.

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, martial or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

Note to Mobile Users: If viewing on a mobile device and would like to apply, please email the job to yourself and complete the application from a desktop/laptop.

Note to Desktop/Laptop Users: For immediate consideration, click Apply Now button below. You will be directed to complete an on-line profile which takes 10 - 15 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Zip Code:

18411

Company Info
MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States

Phone:
Web Site: metLife.com

Company Profile

Company Info


MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States
Phone:
Web Site: metLife.com

Head of CRM Adoption / Solution Delivery Lead

col-narrow-left   

Job ID:

23012

Location:

Clarks Summit, PA 

Job function:

Project Management
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Head of CRM Adoption / Solution Delivery Lead

Job Description:

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, and project managers with the freedom to create innovative solutions to address core business challenges within MetLife. The Sr. Software Development Engineer is responsible for leading development, and design, development and implementation of applications following the full systems development lifecycle (SDLC). Responsibilities will relate heavy to the CRM Platform within MetLife.

The head of CRM Adoption / Solution Delivery Lead is responsible for ensuring CRM usage and adoption across all CRM/SFDC instances deployed globally (Americas, Asia and EMEA regions). This position will work very closely with Global CRM shared service team as well as SFDC's Customer Success organization to plan and execute usage and adoption strategies globally. This resource will bring to the table the ability to deeply understand business drivers and processes, preferably through previous experience working on larger scale SFDC's solutions implementation. This role will focus on the following key areas:

  • Creation and enforcement of adoption framework
  • Tracking of adoption metrics across all instances
  • Adoption acceleration planning and implementation
  • Regular meetings with business customers

This is a critical role in ensuring successful CRM engagements during the solution deployment phase. The Head of Adoption will conduct value and risk assessments, help define implementation strategy as well as provides operating model advice. The Head of Adoption should also ensure that each implementation has the right training to ensure their ultimate success, even beyond the implementation cycle - this includes positioning the right support and training products as needed. In addition, this role provides oversight during deployments to mitigate project risk, and is tasked with ensuring quality implementation delivery from both Salesforce and partners. Key is adoption framework, tracking, adoption acceleration plan, and routine customer meetings.

Principal Accountabilities of Position:

  • Effectively and efficiently handle a high volume of inbound inquiries in a customer focused role.
  • Possess and maintain a working knowledge and familiarity with Salesforce products and services.
  • Effectively engage with key customer contacts from the C-Level , sponsors and project resources.
  • Provide oversight on key projects to ensure quality implementations that stay on track.
  • Successfully identify customer issues and appropriate next steps by asking probing questions.
  • Effectively analyze customer history to quickly build rapport and credibility.
  • Document in detail all interactions with customers with high level of accuracy.
  • Effectively articulate complex information to a variety of technical and non-technical customers.
  • Serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.
  • Strong written and verbal communication skills in (across multiple languages is a plus), executive level presence and experience in facilitation.
  • Collaborative and consultative work style.
  • Ability to drive transformational approaches and link value-added business processes with product/technical solutions.
  • Deep experience delivering business consulting
  • Demonstrable CRM application experience, or experience with products and/or processes related to sales, marketing, or support and services
  • Develop, prepare, and nurture customers for advocacy.
  • Work with business and IT to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Work with program team to establish enhancement requests

Job Requirements:

Knowledge / Skills / Competencies Required:

  • 6+ years' experience working on building scalable software solutions
  • 4+ years of technical, people management role
  • Bachelor's degree in business, computer science or information system, master's degree preferred
  • Experience with solutions on Salesforce products/platform technologies
  • Ability to learn quickly in a highly dynamic environment
  • Ability to take ownership of project delivery and multi-task on multiple projects/feature development
  • Large corporate environment experience where coordination, collaboration and communication across multiple organizations is required for alignment, approvals, decision-making and governance.
  • Excellent oral and written communication skills as well as excellent presentation skills with ability to conduct presentations comfortably to large groups
  • Strong understanding of Object Oriented development/design
  • Ability to establish credibility with business and IT constituents quickly.
  • Ability to motivate people, instill accountability and achieve results
  • Agile, proactive, comfortable working with ambiguous specifications and can prioritize on the fly.
  • Experience in short release cycles, the full software lifecycle, and have worked on a product that was actually released for public consumption
  • Demonstrated ability in strategic thinking and identifying key business issues and opportunities
  • Demonstrated capability for problem solving, decision making, sound judgment, assertiveness

Expert influencing skills to manage enterprise stakeholders, business partners, and teams of diverse composition (e.g. varying skill sets, in-house and outsourced) who are not direct reports.

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, martial or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

Note to Mobile Users: If viewing on a mobile device and would like to apply, please email the job to yourself and complete the application from a desktop/laptop.

Note to Desktop/Laptop Users: For immediate consideration, click Apply Now button below. You will be directed to complete an on-line profile which takes 10 - 15 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Zip Code:

18411
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