Manager, Commercial Business Systems

Position Summary

The HEM Commercial Business Systems Manager is responsible for developing and supporting information systems capabilities for Sales, Marketing, Customer Service, Digital Marketing and R&D functions. The team reporting to this role partners with numerous global departments across HEM to provide proactive, responsive support and development of commercial business applications, to transform how our teams service customers and grow the business.  Ultimately, the team gathers requirements from across HEM business units, matures business practices, manages projects, designs solutions, drives user acceptance, and oversees project implementations.

This role will focus on those capabilities through specialized marketing and support toolsets, most of which will interface with Salesforce, Accolade and/or our ERP platform. In acquiring, developing, and supporting these capabilities, the role will interface with senior managers and key personnel in Sales, Marketing, R&D, Technical Support, Customer Service as well as implementation partners and internal IT functions.

Principal Duties & Responsibilities

• Serve as a key functional and technical resource assisting in Sales, Marketing & Customer Service teams around the globe in adoption of CRM & Digital Marketing Functionalities. 
• Work with business leaders to ensure our sales, marketing, Customer Experience & Digital marketing capabilities align with business strategies.
• Establish and maintain trusted relationship with function managers and leadership by providing vision, expertise and guidance.
• Monitor & manage team goals and performance, ensuring alignment with broader business goals and strategies.  Conduct performance reviews with team members.
• Lead in the assessment of new technologies which support business strategies, working closely with Directors within IT and different functions in HEM Business units.
• Support existing technology platform capabilities and migrate to new platforms where necessary.
• Oversee testing of platform upgrades and execute to production systems while minimizing downtime.
• Help ensure integrations of customer support, sales, marketing platforms and other platforms are properly integrated with other company business systems, as required (e.g., Oracle)
• Troubleshoot potential process and/or application issues and escalate to proper internal or external technical resources as needed. These individuals may be within or outside the Commercial Business Systems team.
• Educate and maintain super user skills and capabilities with portfolio platforms. Create and update training materials.
• Ensure platform settings, instances, and third-party solutions are properly established and maintained according to each company’s requirements.  Evaluate, plan and deploy upgrades when required.
• Lead the design and implementation of enhancements to the system configurations in response to changing business requirements, by performing interviews, holding workshops, drafting processes and translating needs into application requirements. Work with supporting team members to ensure designs and finished products meet the business requirements. Develop testing plans and facilitate
• Hold UAT workshops/sessions where and when required to assure business satisfaction.
• Follow established guiding principles and change control processes.
• Maintain relationships with software providers and evaluate selection of new platforms.

Additional Responsibilities

Major Challenges:

• Learning the business processes and requirements across three HEM businesses and working to identify common processes that are also flexible enough to meet unique business unit requirements where necessary.
• Meeting due dates for project deliverables while supporting day-to-day requests for support.
• Migrating existing systems/capabilities to modern platforms, as needed.
• Influencing the behavior and activities of team members not under direct line of control.

Decision-Making Authority:

• Make recommendations on application configuration improvements to leaders of the Customer Service, Sales, Marketing, and IT Applications teams.

Technical Knowledge and Business Skills

• Experience identifying opportunities for and drafting requirements for systems integration.
• Experience integrating online chat, customer portals, customer support, building knowledge bases and telephony integration with modern phone systems across the above platform types is highly desired.

• Knowledge of the functional needs, processes and challenges faced in Marketing and Customer Service, particularly as it relates to business-to-business manufacturing firms.
• Ability to quickly discern the level of effort required to properly satisfy a given business requirement, given existing application platforms and resources.
• Experienced in group training and documenting procedures / training materials along with the ability to communicate technical concepts and capabilities to a global user base with user-friendly language.
• Excellent meeting facilitation, group discussion, presentation, summarization, oral and written communication skills.
• Ability to manage, influence and motivate team members which may report into other managers.

• Ability to manage multiple priorities and shift focus quickly while realigning priorities when needed.

Requirements

• Minimum of bachelor’s degree in Business Administration, MIS, Marketing and/or Information
• Technology Management
• 10-15 years of experience directly supporting a mid-to-large global organizations’ sales, marketing and/or customer service platform(s)
• 5-10 years’ experience directly interfacing with the key users and leadership to influence adoption of sales/marketing platforms is required. 
• Experience with CRM - Salesforce Sales Cloud and/or Salesforce Service Cloud is required

• Experience with the following platforms is a plus:
  • Digital Marketing Campaign Management – Salesforce Account Engagement & Pardot
  • R&D/Innovation – Sopheon Accolade
  • Loyalty and Customer Response Platforms – Salesforce Digital Experience
  • CRM Analytics – Tap Clicks, Google Analytics, Salesforce Reports & Dashboards
  • Social Media Management – Sprout Social