CRM Service Operations Manager
4 weeks ago
As a vital member of the organization's B2B service efforts, this role entails overseeing customer support and service processes, managing partner portals, and optimizing CRM systems. The individual will collaborate with various teams to ensure seamless customer experiences, resolve CRM support inquiries, and enhance overall service efficiency.
Responsibilities:
CRM System Administration:
Configure, customize, and maintain Salesforce CRM systems, primarily Service Cloud and other related components.
Manage case processes, service settings, entitlements, and other service-related objects.
Collaborate with stakeholders to implement and enhance service processes, such as chat implementation and VOIP call center setup.
Provide training and support to service agents and users, and manage reporting for key performance indicators (KPIs).
Partner Portal Management:
Administer Salesforce Partner Portal(s) to facilitate communication, collaboration, and data sharing with partner organizations.
Ensure partner users have appropriate access and permissions.
Work closely with partners to streamline processes and improve collaboration.
Understand and evolve the use of the partner portal per business needs.
Knowledge Management:
Oversee the creation, maintenance, and optimization of a comprehensive Salesforce Knowledge system.
Implement best practices for knowledge management to enhance customer support efficiency.
Train and support teams on utilizing knowledge articles effectively and work towards establishing an FAQ or Self-Help portal.
Additional Responsibilities:
Support day-to-day Salesforce CRM administration needs and troubleshooting.
Update and maintain customer data in Salesforce, ensuring accuracy and integrity.
Collaborate with third-party Salesforce application providers on integration requirements.
Create and update Salesforce reports and dashboards to assist in decision-making processes.
Work with internal and external parties to enrich and enhance information available in Salesforce.
Qualifications:
Minimum of 3-5 years' experience in Salesforce CRM platform usage; Salesforce Certification preferred.
Bachelor's degree in IT, business, economics, or related field strongly preferred.
Experience with managing and creating partner portals within Salesforce CRM
Experience maintaining and setting up Knowledge base processes, preferably with the use of Eistein AI.
Experience with Salesforce integrations and knowledge of marketing automation tools preferred.
Proficiency in Microsoft Office programs, especially Excel.
Strong analytical and database management skills.
Excellent communication skills, both oral and written.
Ability to work independently as well as collaboratively in a team environment.
Sharp Imaging and Information Company of America (SIICA)
Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation, the U.S. subsidiary of Japan's Sharp Corporation, a global technology company which has been named to Fortune magazine's World's Most Admired Company List. Sharp strives to help businesses achieve Simply Smarter work by helping companies manage workflow efficiently, create immersive and engaging environments, and increase productivity. SIICA offers a full suite of secure printer and copier solutions, professional and commercial visual displays and projectors, software management and productivity software and markets durable Dynabook laptops. As a total solutions provider, Sharp has a reputation for innovation, quality, reliability, and industry-leading customer support expertise.
Compensation for this position
The compensation range for this role is $XX- $XX. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.
Employee perks
Flexible hybrid work schedules.
Comprehensive, family-friendly healthcare plans (medical, dental, vision).
401k retirement plan with a competitive match and plenty of financial support tools.
Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
Rewarding and wholistic wellness program.
Training, professional development, and mentorship
Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
Dynamic culture eager to innovate, enhance diversity, and work smarter.
Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran
#li-sd1 #SIICA
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