CRM Specialist

**The Position**:
The CRM Specialist serves as the CRM expert by improving CRM capabilities to drive efficiencies for user groups across the organization, including Sales, Marketing, Medical, etc. The CRM Specialist leads end-to-end implementation of new features and enhancements, including testing to ensure the system functions as expected, contributing to seamless deployments, and delivering training to ensure a positive experience for Business Users. This role contributes to both Global and Local strategic initiatives where CRM is a crucial component. As a Business Partner, provides guidance to stakeholders on technical, functional, process, data, and integration aspects, and translates technical information into language that is easily understood by the business. This role requires strong networking skills as it involves close collaboration with cross-functional teams and managing updates within CRM platforms to ensure the latest configurations and data accurately represent the business needs (user access, territory structure, segmentation, etc.).

**Responsibilities**:

- As the CRM Expert, identify, implement, and improve CRM capabilities to drive efficiencies for Business User groups across the organization, including Sales, Medical, Marketing, etc.
- Network with local and global stakeholders to build credibility and influence without authority. Provide guidance to local and global stakeholders on the impact of requested changes to the current CRM solution or implementation of new features. Perform requirements gathering. Translate complex technical information into business-friendly terminology that is clear and concise using verbal, written and visual presentations.
- Manage CRM projects for implementations, upgrades, releases, etc., including timelines, requirements, testing, training, change management, communications, and documentation. Proactively identify risks, issues, and dependencies that may impact project timelines or deliverables, and collaborate with stakeholders to develop mitigation plan. Determine implementation approach with a focus on quality and efficiency for Business Users.
- Perform thorough User Acceptance Testing prior to releases, to ensure the system is working as expected and delivers a positive end user experience. Proactively identify issues that conflict with local processes or compliance. Include business stakeholders in UAT as necessary. Document test results as per global process.
- Contribute to the CRM Training Strategy to improve efficiencies and user experience. Develop role-specific training curriculums and training materials that are clear & concise, utilizing best practices, and deliver comprehensive end user training. Identify knowledge gaps and anticipate end user needs for refreshers, Q&A sessions, etc. Lead engagement with CRM Champions to ensure they are informed of key updates, issues, etc. and equipped to provide in-field guidance to colleagues as necessary.
- Provide guidance to Business Users, work with Level 2 CRM Support on technical issues and follow through to resolution, ensuring root cause has been identified.
- Partner with Analytics and Business Leads to develop or modify alignments, segmentation, customer targets, etc., and manage updates within CRM platforms, ensuring the most recent information is available in the system.
- Perform analysis to identify opportunities for improvement, streamline workflows, and enhance system functionality. Lead requirements gathering. Document processes and manage updates.
- As a Data Steward, ensure data quality and integrity, identifying potential risks, prior to implementing enhancements or configuration changes in CRM. Perform data loads, validation, data maintenance, etc.
- Manage user setup and ensure end users have the necessary access based on role requirements. Ensure compliant usage of the system.
- Lead investigations into platform, process, data, and integrations issues, ensuring resolution.
- Develop ad-hoc reports and present data in a user-friendly manner.Completion of assigned projects and tasks within the set deadlines. Develop documentation, such as SOPs, internal knowledge documents, etc. Look for opportunities to innovate and improve efficiencies.

**Requirements**:

- University Degree / post-secondary education
- Approximately 5 years of Salesforce / Veeva CRM experience in a similar role with a good understanding of objects, fields, page layouts, user management, etc.
- Strong experience in management of CRM systems, including release, processes, data and integrations, testing, implementation, etc.
- Experience working with external vendors, i.e., Veeva, IQVIA, etc.
- Pharmaceutical industry experience required
- Proven experience in presenting complex content in a clear, concise, and target-group-oriented manner, with strong presentation skills
- Experienced in developing comprehensive end user training materials and training delivery
- Strong networking skills with the ability to com