Customer Relationship Operations Support

Job description

Job responsibilities

Customer Relationship Operations Support Duties

• Directly responsible for operation of the Arden&GEM CRM platform (based on SalesForce) which includes direct 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. The planning and coordination of any system upgrades, including minimising and communication of any potential disruption to users.
• Promoting and directly support 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.
• Lead on the Customer Relationship support operations and administrative processes within the Commercial Directorate.
• 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,
• 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 including Director Bids & Business Development, Client Business Partner, Customer Account Directors and Executive Team.
• Responsible for the coordination and delivery of CRM support activities within the Directorate, ensuring all customer details are up to date and accurate, including, when applicable, handling complex or sensitive information.
• Providing both training and administrative user support to users of the CRM system; and formulating modifications to the system to accommodate planned adjustments in consultation with users.
• Support 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.
• Providing assistance with the preparation and maintenance of all CRM system and user documentation, including design documents; system build document, lessons and actions logs.
• Responsible for ensuring all documents and reports are prepared and delivered as specified and in line with agreed reporting schedules.
• Set up and lead CRM user meetings, involving stakeholders, suppliers and team members. Work with the CRM users to identify enhancements and improvements to the system; propose policies or service changes.
• Regularly participate in working groups by facilitating discussions, taking actions, identifying and proposing changes that enhance both the system and CRM processes.
• Supporting the Client Business Partner with assimilating and distilling information used for national returns e.g. BDU.
• Support contribution towards audits and reviews both internally and externally from a range of organisations e.g. ISO 9001.
• Support the Commercial Team in achieving its objectives.
• Work in a positive collaborative manner to support corporate MDT working.

Person Specification

Education/ Training / Qualifications

• Experience in a CRM or Sales Support role & knowledge of CRM or account management methodologies
• Degree level qualification or equivalent

• Salesforce Certified Administrator
• IT certification

Knowledge

• Knowledge of CRM applications and processes

• Be familiar Account Management methodologies including CRM

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
• Must be able to communicate with a wide range of staff within the NHS
• Specialist knowledge of bid development and tendering processes, underpinned by theoretical training

• Customer Account Management or Business Development experience

Skills / Abilities

• Proven ability to design and manage programmes of work preferably within Salesforce including the ability to act on own initiative in these areas
• Expert understanding of the concepts and techniques of spreadsheets and relational databases

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

NHS Arden and Greater East Midlands Commissioning Support Unit

Address

Westgate House

Market Place

Warwick

CV34 4DE

https://www.ardengemcsu.nhs.uk/