CRM Specialist
Il y a 6 mois
At Terumo, we enhance lifesaving medical technologies for the benefit of society. Are you eager to contribute to people's health and patients' wellbeing? We'll challenge you to become a master in your field of expertise. You can invest your talents in balance with your personal aspirations - live and work in harmony. Built on our Japanese origins; we are driven by respect, ownership and continuous improvement. It is at the heart of everything we do. This is how we make a difference in the lives of patients, customers and associates._
**Department Info**:
At Terumo Interventional Systems, we constantly work to refine and perfect our products so that interventionalists can do more. That is why we support great thinking that pushes back the boundaries of our field.
We are committed to innovation that embraces intricacies and complexities. Our exceptional tools and education programs empower physicians with the confidence they need to perform ever-more challenging procedures and spark progress.
**Job Summary**:
**Join Our Team as a CRM Specialist**
As a CRM Specialist, you'll play a pivotal role in the heart of our sales and marketing organization, administering our Salesforce CRM environment, lovingly referred to as "Terumo 360." Here, we value diverse perspectives and are committed to building an inclusive workspace that fosters growth and creativity.
**Responsibilities**:
**Tool & Process Governance**
As the Single Point of Contact (SPOC) for all CRM-related matters and projects, you'll be a vital link between our business processes and our CRM tool. Your keen understanding of these relationships will help identify opportunities for development and further tool refinement. Working in collaboration with process and product owners from different projects, you'll ensure seamless tool integrations that contribute to the strength of our digital ecosystem.
**Continuous Tool Development**
Your role will involve implementing, testing, and deploying configuration changes, all while gathering user requirements for future functionalities. Collaborating with business analysts and stakeholders, you'll document user stories and use cases and assist in prioritizing their implementation. You'll also have the opportunity to support technical development, keeping the integration process smooth and efficient. Communicating releases and new functionalities to all users will be a critical aspect of your role. Plus, you'll have room to explore and experiment with new Salesforce-related tools to enhance our CRM capabilities over the long term.
**Testing**
Coordination is key when it comes to testing, and you'll be at the helm, writing scripts, coordinating responses, and ensuring thorough testing. Your documentation in our testing tracker tool (Panaya) will play a vital role in maintaining quality control. Organizing and follow-up of User Acceptance Testing (UAT) will also be in your capable hands.
**User Support**
As a CRM Specialist, you'll provide unwavering support to our users. You'll be the second line of defense, addressing their concerns and ensuring a smooth experience. Local admins will also benefit from your first-line support. When it comes to data management, you'll assist with data preparation, cleansing, mass updates, and data loads. Any issues will be logged and resolved through our ticketing tool (Solman) or forwarded to Business Analysts. Managing user permissions and roles will be an integral part of your role, as will creating insightful reports and performing analytics to support various stakeholders.
**User Adoption**
Promoting Salesforce use within our organization and enhancing user adoption will be a crucial focus. You'll actively participate in knowledge sharing sessions and best practice discussions to create a culture of continuous improvement. Monitoring user adoption and coordinating activities to enhance it will be part of your responsibilities. You'll also ensure data quality and integrity in Terumo 360. Setting up alignment meetings with Local Admins and coordinating a Competence Centre will be integral to achieving these goals.
**Training**
You'll play an essential role in training and development. Assisting in the creation of training materials during implementation, you'll help users get the most out of our CRM system. Onboarding new users will involve coordinating with IT for technical setup. You'll have the opportunity to design classroom trainings, e-learning materials, and storyboards in collaboration with content development partners. Additionally, giving demos to potential user groups will help extend our user community.
**Profile Description**:
**Qualifications and Skills**
Educational Background: A bachelor's degree in IT, business intelligence, business analysis, economics, or marketing is preferred. However, diverse educational backgrounds are encouraged.
Tech-Savvy Expertise: Proficiency in Microsoft Office and Salesforce is a must, with knowledge of SAP and PowerBI
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