This role will work closely with the Director of CRM Development and Implementation, Sales leadership, Sales Training team, Quality and Productivity Director, broader business team(s), and 3rd party partners to define, develop and deliver change management programs that foster and evolve Embrace Home Loans’ CRM (Saleforce.com) environment as a strategic capability and center of excellence. The role will identify, design, and assess opportunities for continuous improvement and will recommend solutions, practices, and policies to ensure the ever-increasing effectiveness and adoption of CRM within the organization. In addition, the role will be an advocate for CRM within the business and will champion practices that accelerate end-user adoption, ensure CRM capabilities fulfill business needs and evolve as the business changes, and provide best practice guidance. He/she will work to help transform the customer experience, improve customer satisfaction, maximize business performance and help mature and grow our future systems and processes.
The successful Candidate will have direct technical understanding of Salesforce.com and in technical training (development and delivery). He/she will have direct appreciation for CRM applications in sales, marketing and customer service.
Salesforce.com systems implementation experience;
Experience in curriculum training (content) development and delivery
Experience with assessing and documenting business processes and change management activities
Operations experience leveraging predictive analytics and workforce planning
Understands the pros and cons of push and pull knowledge transfer systems
Knowledge of advanced sales enablement tools and customer success software for increasing sales and marketing effectiveness (i.e. Highspot, Gainsight, Insidesales.com, etc.)
Working knowledge of Salesforce.com configuration (Administration and End-User perspectives)
Experience as a Salesforce.com end-user
Training frameworks and sales and service methodologies
System development life cycle and Agile project methodologies
Organizational Change Management
Business Process Consulting
The ideal candidate will have the following:
*Medical, Dental, and Life benefits commence on the first of the month following the date of hire.
Embrace Home Loans, Inc. is an Equal Opportunity Employer
This position is currently accepting applications.