Role: IT Business Systems Analyst - Sales & Lead Management (LM) Assistant Manager and Customer Relationship Management (CRM) Process SME
Location: Warren, MI (Must be willing to work hybrid)
Work schedule: Monday - Friday 7-3 or 9-5- a bit flexible
Rate: Market
Duration: Long term

This person will be working a lot with dealerships, dozens of other teams within Client's, third party providers within the US, all types of different groups within the client like business and IT teams that they will be working with.

• This team is a business team but a lot of the projects and things they own are technical in nature.
• Someone who has project management is okay.
• This person is in charge of CRM project itself.
• There is a lot of data that get sent from dealers to GM so data flow is a bit more technical than traditional CRM.
• This person will be involved in light troubleshooting.
• Dig into issues that can be occurring
• From time to time new vendors come into the program, when that is done we look at third party vendors, determine what is going on and what will be best
• Each day is not the same, it will change day to day depending on what is going on and what is happening during that time.

As Sales & Lead Management (LM) Assistant Manager and Customer Relationship Management (CRM) Process SME, work closely with COMPANY Retail Systems and Data Integrations Team, Leads team & COMPANY IT to gather business, functional, non-functional, behavioral and data requirements for future-state Sales Solutions.

• Analyze existing Sales business processes & make recommendations for condensing, optimizing or eliminating processes in line with business need.
• As Sales Process SME, analyze COMPANY sales products & offerings in relation to OEM competition.
• Attend industry conventions/events and gather intelligence on competitive offerings in the area of Lead Management, CRM, and Dealer Sales which can improve dealer profitability and increase efficiency in Sales business areas in dealerships.
• Call upon dealerships to stay abreast of cutting edge technologies & trends in Sales and CRM Operations and incorporate this business intelligence into assessments of market competitiveness and strategic planning.

Responsibilities:

• Manage the relationship of COMPANY's US 3rd Party CRM participants
• Manage and update the CRM Master Contact List
• CRM Integration management (managing and coordination of requests and determining where required integrations should take place)
• Analysis of current business process, legacy system process areas, legacy system data (including DMS integration points) and UI screen functionality
• Synthesis and creation of future state application UI functionality
• Development of CRM integration point business & data requirements
• Develop and review Business Requirements, System Requirements, Use Case Models, Use Cases, Requirements Traceability Matrices, High Fidelity Prototypes, Test Plans and Test Cases and supporting artifacts (e.g. PowerPoint, Visio process flows, etc.)
• Review & QA documentation to ensure compliance with requirements & processes
• Lead interactive workshop design and facilitation of small, medium and large groups of local & global COMPANY employees, contractors, suppliers and dealer employees to achieve specific business objectives.
• Interfacing with Sales Representatives from all COMPANY regions for business investigation & elaboration and ensuring alignment toward global, common objectives
• Work with CRM & LM Providers and internal COMPANY teams to evaluate CRM products for entrance into the DVMP CRM Program. (Dealer Vendor Management Program)
• Develop CRM & LM Certification requirements and associated business processes to be included within the DVMP framework.
• Provide COMPANY with Dealer perspective on dealer sales and CRM/lead management processes
• Work closely with COMPANY DVMP team to develop necessary vendor agreements to support sales solution integrations and implementation
• Develop and maintain CRM & LM Integration Roadmap for Sales Solution activities and integration prioritization with certified CRM products
• Work with Dealer Data Operations Team, Customer Lifecycle Team, COMPANY IT, COMPANY Legal, Lead Delivery & Management Team and any other appropriate organizations to ensure all needed input is included in Sales Solutions and Data Services
• Single point of contact with COMPANY Field organization for Dealer Visits and other dealer interaction needed to support the CRM integration and LM activities
• Represent Dealer Sales Solutions team at Trade events such as NADA to facilitate dealer discussions and stay abreast of industry trends in the CRM and LM space.
• Lead the CRM and LM roadmap and strategy and development activities to align COMPANY, participating third party tools, brand and dealership objectives and goals
• Lead CRM related enhancement, SIT, UAT test scope preparation, facilitation, guiding and escalation of issues
• CRM Program Reporting - integration status updates, DVMP CRM Metrics and reporting
• General Support for the following, CRM contracts, COMPANY system ID setup facilitation, CRM troubleshooting and issue escalation, CRM specific COMPANY communication and escalation, program execution
• Manage and facilitate new CRM onboarding and consideration process
• Manage CRM decertification and sunset management activities
• Support and assist with Dealer Vendor Advisor website updates
• Single point of contact for CRM participants to escalate CRM related dealer, lead or COMPANY integration issues and questions
• Single point of contact for CRM related lead flow issues and concerns
• Advise COMPANY teams of proper engagement for CRM contacts and participants for various requests
• Follow up frequently with both internal and external contacts to ensure tasks and issues are resolved and action items are completed