Position: CRM Solution Manager
Location: Shanghai China
Job Type: Management Consultant
Company: The largest and fastest growing customer relationship marketing (CRM) agency with a team of over 1,400 exceptionally talented people working throughout the United States, China and the UK.
Introduction:
The Solution Manager will own and manage the overall Database Marketing solution for a leading hi-tech global client. The Solution Manager will ensure acceptable project management practices and the proper change control of key project assets, i.e. requirements, product specifications, contracts, product code, documentation, etc. Successful candidates must be able to understand the overall solution (i.e., components, operation processes, etc.), its value to the client and be involved in the many details of the project. He/she must be comfortable working with individuals at all levels colleagues and the client. The Solution Manager is central client contact, providing regular status updates, managing change requests and communicating any solution issues/impacts. Motivating team members and communicating expectations to project members is crucial to project success.
Key Responsibilities:
General Administration
- Meets client commitments on-time and provides high quality client centric service
- Effectively manages the day-to-day team activities to achieve account and COMPANY
objectives
- Maintains a high quality technology solution as evidenced by solution audits and results
- Identifies solution improvements and efficiency to benefit clients and
COMPANY, communicates changes with client/team and manages the implementation of changes within the production schedule
- Effectively coordinates resources external to direct team within COMPANY
- Understands and implements strong program management practices (Change Requests, Issue Management, Risk Management, Decision Tracking)
- Communicates status, issues and risks effectively to client team members, Portfolio and Practice Leads, and Account Management Group client specific staff
- Achieves and maintains client reference ability
Sales and Proposal Support ("New – Existing")
- Accurately estimates work effort and delivery timelines to support solution change management
- Ability to assist with authoring functional and technical scope section related to change management
People Management and Mentoring
- Identifies resource/technical needs and is able to construct case for acquiring the resource/technical need
- Provides feedback to TSG capability leads regarding shared resource(s) performance
- On-boards new resources by providing client specific solution information, processes, practices and client specific knowledge
- Acknowledges and recognizes members of the team based on their contributions to the client and to COMPANY
- Identifies struggling resources and proactively seeks to address performance issues either via coaching/mentoring or replacement
Knowledge
- Understanding of CRM and Database marketing solutions, preferable in B2B marketing area
- Solid understanding of relational database concepts, exposure to SQL
Understanding of COMPANY financial processes (billing, invoicing, financial planning, reporting, PO processes etc. at a client level)
- Understanding of
COMPANY full service offerings
- Understanding of common IT offering (B/Us, Security, DR – Business Continuity, Infrastructure Support)
- Experience successfully managing production clients
- Proficient in Word, Excel, Access, Power Point, MS Project, Microsoft Outlook
Position Qualifications:
- Excellent written and oral English communication skills
- Minimum bachelor's degree in Computer Science or related discipline, Master's degree, MBA plus
- 7-10 years of experience in the technology consulting, client-facing, and solutions delivery role
- Must be proficient at SQL in order to understand and perform data-level analysis
- Must understand database architecture and processing
- Must have experience reviewing and approving requirements
- Must have working experience in CRM / database marketing
- Knowledge of B2B marketing preferred
- A minimum of five years managing mid-size and complex software development projects (full lifecycle)
- Minimum three years in database development and production environment
- Minimum three years of team leadership
- Proficient in Word, Excel, Access, Power Point, MS Project, Microsoft Outlook, Microsoft SQL Server
