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Customer Relationship Operations Support Specialist
2 months ago
We are seeking a highly skilled and experienced Customer Relationship Operations Support Specialist to join our team at NHS Arden and Greater East Midlands Commissioning Support Unit. As a key member of our Commercial Directorate, you will play a vital role in ensuring the smooth operation of our Customer Relationship Management (CRM) system.
Key Responsibilities- CRM System Administration: Directly responsible for the operation of the Arden&GEM CRM platform, including management of the system, planning and providing training and support to users, production of dashboards and reports, data entry and data management, promotion of system use and being an advocate for usage of the CRM system and underlying business processes.
- CRM System Promotion: Promoting and directly supporting the use of the CRM system across the Commercial Directorate and wider organisation, engaging with members of the directorate, Customer Account Directors, Service Leads and the Executive Team to better understand the growth requirements of the system and develop and launch implementation.
- Customer Relationship Support: Lead on the Customer Relationship support operations and administrative processes within the Commercial Directorate, ensuring all customer details are up to date and accurate, including handling complex or sensitive information.
- CRM System Maintenance: Manage and maintain the CRM platform, including creation and maintenance of user accounts, data management, dashboards and reports, including ongoing development, customer contract registers, applying updates as and when changes occur, customer contract updates.
- Reporting and Analytics: Ensure registered users of the CRM system are aware of the corporate data input and reporting requirements and expectations, creating and publishing dashboards and reports for use by CRM system users and the wider organisation.
- Training and Support: Providing both training and administrative user support to users of the CRM system, formulating modifications to the system to accommodate planned adjustments in consultation with users.
- Customer Support: Supporting the population of CRM system with customer updates, contract information and pipeline opportunities when required, supporting the Client Business Partner with the production of organisational Performance reports and metrics.
- Documentation and Communication: Providing assistance with the preparation and maintenance of all CRM system and user documentation, including design documents, system build documents, lessons and actions logs, ensuring all documents and reports are prepared and delivered as specified and in line with agreed reporting schedules.
- Collaboration and Improvement: Set up and lead CRM user meetings, involving stakeholders, suppliers and team members, working with the CRM users to identify enhancements and improvements to the system, proposing policies or service changes, regularly participating in working groups by facilitating discussions, taking actions, identifying and proposing changes that enhance both the system and CRM processes.
- Experience: Extensive experience of analysing information, preferably in the NHS, with evidence of success at producing reports/models/statistical analyses that met the clients' needs, knowledge and experience of using CRM systems, experience in the creation of CRM system or user documentation, experience of developing system design and user documentation.
- Skills: Proven ability to design and manage programmes of work preferably within Salesforce, expert understanding of the concepts and techniques of spreadsheets and relational databases, specialist knowledge of bid development and tendering processes, underpinned by theoretical training.
- Qualifications: Degree level qualification or equivalent, Salesforce Certified Administrator, IT certification.
