Overview:
Reporting to the Senior Manager, ERP this position is responsible for providing vision, leadership, planning, project coordination and management for the development of a cost-effective Customer Relationship Management (CRM) while concurrently facilitating efficient operations to meet current and future business needs of the system.
As a Manager, CRM Enterprise Application, you will
- Work closely and collaboratively with the customer service teams to manage the implementation of CRM and run reporting and analysis.
- Work alongside customer service leadership to understand business requirements and provide insight into CRM solution.
- Lead a team of analysts and developers to drive and manage multiple applications projects.
- Be accountable for ensuring continuity and successful delivery of functional services to users throughout the organisation.
Responsibilities:
- Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organisation.
- Oversee the support backlog within the platform and prioritise, resolve, and escalate as appropriate.
- Oversee operational tickets and help triage high priority items as necessary.
- Assist Product and Services business unit in the design, development, and implementation of scalable, innovative solutions leveraging the platform.
- Assist Product and Services business unit in the design of seamless integration among back-office applications.
- Document business requirements, process flows, new functionality requests, and SOPs/training material.
- Ensure that the solutions are in compliance with Company’s Enterprise & Security Reference Architecture and facilities any exceptional processes.
- Monitor the service level performance and addresses user satisfaction gaps and issues.
- Prepare project development cost estimates, budgets, and schedules.
- Provide mentoring and coaching to team members; motivates and identifies opportunities for learning and development.
- Proven experience working with all levels including sales management, service management, and senior executives, and provide key insights from the data to improve overall customer service effectiveness and efficiency.
- Proven experience working with and leading senior technical contributors.
- Perform other duties as assigned.
Qualifications:
- Bachelor's Degree in Computer Science / Information Technology or its equivalent.
- Typically 8 or more years of relevant experience including at least 3 years at Managerial level.
- Experience in CRM software.
- Experience in Manufacturing industries preferred.
- Strong project management experience and preferably has a PMP or Certified SCRUM Master.
- Exceptional knowledge of service and application delivery as well as successful service level agreement accomplishment.
Company Overview:
Founded in 1951, Kulicke and Soffa Industries, Inc. (NASDAQ: KLIC) specialize in developing cutting-edge semiconductor and electronics assembly solutions enabling a smarter and more sustainable future. Ever-growing range of products and services supports growth and facilitates technology transitions across large-scale markets.
Please refer to the website for more details: www.kns.com.
Equal Opportunity:
Kulicke & Soffa recruits on the basis of merit (such as skills, experience or ability to perform the job), regardless of age, race, gender, religion, marital status and family responsibilities, or disability.