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Product Manager, CRM

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Job Details
Job Order Number
Company Name
Verint Systems, Inc.
Physical Address

Augusta, ME 04332
Job Description

Product Manager, CRM

Location US-Remote (United States)

Job ID 14439

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Overview of Job Function:

As part of the Support Operations team, the CRM Product Manager will be responsible for helping to drive improvements to an enterprise CRM solution across all regions, product business lines, and support functions. This will also include oversight of our customer-facing support portal and knowledge base as well as key integrations of various systems with these mission-critical tools. This person will proactively lead and contribute to changes in processes and procedures with the goal of driving productivity gains. You should have a passion and vision for optimizing systems, process, and data. Key aspects of the role will involve managing a large and dynamic enhancement list coming in from across several different groups as well as being able to promote a vision of the system and working across various teams to deliver on that vision. This is a critical leadership role that requires the individual to build alignment across a variety of stakeholder groups.

Principal Duties and Essential Responsibilities:

+ Collaborate with functional leaders to identify the organization’s CRM needs, solution design and deployment

+ Prioritize competing requirements and enhancement requests from various groups and drive the business processes through the organization

+ Liaise between Business and IT

+ Lead and participate in change management lifecycle, including requirement gathering, implementation, testing, and support

+ Provide support to users in the field for issues escalated to the Operations team

+ Support the release and implementation of platform and product enhancements

+ Strengthen and maintain the long-term vision and road map of our internal customer relationship management platform and related technologies by engaging the current team

+ Drive innovation and full use of the CRM platform and its related technologies by optimizing the current platform and exploring additional opportunities for improvement

+ Understand and drive key integrations of systems with both the internal CRM and customer-facing support portal help ensure a more seamless and improved customer experience

+ Own the overall governance related to changes and future development of the CRM platform and its related technologies

+ Lead overall communication of changes related to the CRM platform and its related technologies

+ Stay current with emerging CRM and MS Dynamics trends & features, as well as App technologies and solutions.

Minimum Requirements:

+ Bachelor’s Degree in Computer Science or equivalent in education and/or work experience

+ 3+ years of product management experience

+ 5 years of experience working in a software organization

+ Experience using MS Dynamics or similar CRM Products to develop client or business solutions.

+ Strong written and verbal communications skills, ability to interact at all levels of the organization and tailor messages appropriately

+ Strong ability to represent and document business processes, interaction flows, data flow processes, use cases, test cases, business requirements, user stories, etc.

+ Independent self-starter who can manage multiple parallel work streams and initiatives to aggressive deadlines

+ Experience working with cross functional teams

+ Detailed, organized, and results-oriented

+ Ability to work effectively in a fast paced, high energy, team-oriented environment

+ Ability to think critically, solve problems, make decisions and build trust across the organization

+ Ability to effectively manage through change

+ Successful completion of a background screening process including, but not limited to, employment verification, criminal search, OFAC, SS Verification, as as credit and drug screening, where applicable and in accordance with federal and local regulations

+ The ability to obtain the necessary credit line required to travel

Preferred Qualifications:

+ Experience working with and supporting cloud customers in an enterprise environment.

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.

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