CRM Program Manager - Harrisburg, PA - Georgia IT Inc.

Harrisburg, PA

About the Job

Job Title: CRM Program Manager
Location: Harrisburg, PA
Position Type: 9-12 month Contract
Interview Process: Phone/Skype Interview
Pay Rate: DOE $/hr. on W2

US Citizen, Green Card and GC EAD only.
(Please include the expected Salary Range)

Job Description:

Experience with any CRM tool

Join our client as a Program Manager in Harrisburg, PA. This role has overall responsibility and ownership for the delivery and implementation of a CRM technology solution. The Program Manager will be responsible to manage the overall relationship of the CRM vendor while ensuring all aspects of the Program are delivered successfully and timely. The Program Manager is responsible for all phases of program delivery and will ensure effective communication of status reporting (i.e. risks, issues, project schedule, milestones etc.) to executive management.

PRIMARY DUTIES AND RESPONSIBILITIES CRM Program Management (85%)

Accountable and responsible for executing the CRM program.
Primary contact for CRM program activities, leading program review sessions with vendor to discuss cost, schedule, and technical performance.
Set the direction for the CRM program execution by multifunctional teams.
Establish milestones and monitors adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications.
Responsible for tracking progress and planning, re-planning and adjusting course based on both realities of team velocity and potential changes in user needs over the course of the CRM program.
Identify opportunities and recommend changes to increase performance, reduce costs, and positively impact metrics through analytical approaches, including the tracking of key data and analyzing trends.
Coordinate, support, and direct the activities of cross-functional project team.
Proactively remove obstacles to drive momentum and progress.
Manage issue escalations and provide support to teams balancing competing priorities.
Engage and energize the project teams to achieve aggressive goals.
Ensure project requirements and/or objectives are documented and well communicated.
Estimate resources and track progress via charting team velocity and burn-down charts.
Support, apply, improve and recommend best practices and procedures.
Responsible for the cost, schedule and technical performance of CRM program or subsystems. · Participate in the negotiation of contract and contract changes.
Establish design concepts, criteria and engineering efforts for product research, development, integration and test.
Direct the work of employees assigned to the program from technical, business and administrative areas.

Communication (10%)

Communicate status to Executive Management and other levels of the organization.
Communicate with executive level client contacts to insure customer satisfaction and long-term relationship building.
Coordinate with management to ensure that dependencies are being managed and adjustments are being made to communicate accurate project status.
Develop and publish project schedules and report on accomplishments.

QUALIFICATIONS MINIMUM EDUCATION AND EXPERINCE
Minimum qualifications:

Bachelor's degree and fifteen plus years of experience in program management delivering complex and enterprise wide technology solutions (CRM solutions preferred. Also, includes experience in managing the overall budget of large, complex projects or the equivalent training, knowledge, and experience.
Strong leadership skills with the ability to motivate influence, and direct complex and large project management teams to include oversight of external vendor.
Experience in Agile Project Management Methodology.
Experience Kana Enterprise (Ciboodle) product
Must have experience with Microsoft MS Project and an understanding of Jira
In this role you will oversee 3-5 project simultaneously
Budget responsibilities: $8-10M
Must possess a sound and solid understanding of software development and release management.
Effective organizational, communication (verbal, written) and interpersonal skills.
Demonstrated ability to report status of programs and projects to Executive Management via status update meetings and effective regular status reports.
Advanced skills to managing programs and projects to meet milestone and deliverable objectives, that are within scope, within budget and on schedule.
Advanced skills to lead and influence collaboration and strategic decision making with executive level contacts at clients, vendors, and within the Executive Management Team.
Ability to lead and direct collaboration between clients, vendors, IT, Legal, and other business units to create and execute CRM project and to deliver quality project deliverables.
Demonstrated ability to lead and direct decision making and resolution on portfolio issues with internal and external stakeholders representing various disciplines such as Legal, Finance, IT, marketing, and other business units.
Ability to effectively influence and resolve conflicts.
Ability to influence and build highly functioning teams.
Highly effective verbal and written communication skills with the ability to communicate with all levels of management and external contacts.
Ability to critically investigate and analyze information to draw conclusions, make recommendations and implement solutions.

Preferred: PMP certified

ESSENTIAL DUTIES AND RESPONSIBILITIES PHYSICAL DEMANDS AND WORK ENVIORNMENT

Office environment that requires sitting for long periods of time.
Frequently requires – repetitive motions (substantial movements of the wrist, hand, and/or fingers).
Occasional travel to other work locations.
Ability to use personal computer.
Ability to read and write.
Ability to work Monday through Friday during office hours but be able to cover off-shift duties as needed.
Must be able to have regular and predictable on-site attendance.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

Ability to present his/herself in a highly professional manner.
Ability to pay attention to details, via computer input, for extended periods of time.
Ability to prioritize multiple, competing assignments at one time and work independently.
Ability to make administrative and procedural decisions, and exercise judgment on sensitive/confidential issues.
Ability to work effectively in a team.
Strong written and oral communications skills.

Source : Georgia IT Inc.