CRM Support Manager

Job Description

Reporting to the Chief Technology Officer, the CRM (Customer Relationship Management) Support Manager is responsible for managing the CRM Support team and all CRM solutions for the business, and telephony systems for external customers, within SLA, to adequatequality and within budget; they will achieve much of this through the management of employees and third parties related to service delivery.The type of person who would be the best fit for this role would be one that is highly organised, can maintain calm under pressure, manage urgent situations to a swift and effective resolution through sound judgement and reasoning, who has excellent communicationskills and the ability to achieve aims through persuasion, who has a breadth of excellent technical and customer service knowledge and experience, and who will reasonably put the needs of the business above all else.IMPORTANTThe successful candidate must hold a valid passport and have 5 years of a full UK address history in order to pass Security Clearance CheckYou will be required to:

• Manage the CRM Support team, providing time and guidance to team members to ensure they are able to perform to the best of their ability
• Work with internal and external parties and individuals to resolve CRM and telephony (external customers only) issues and administration requests
• Receive and manage escalations with regards to support issues and administration requests
• Keep the business and customers updated, as appropriate, on all matters and KPIs within your responsibility

Other core responsibilities:

• Primary escalation point for employees and customers for CRM and telephony issues and administration requests
• Resolution of escalations from all other sources
• Escalation of serious or highly complex issues to line manager, where appropriate
• Regular and adequate communication with the Chief Technology Officer to ensure they are always up to date, within reason, with regards to the current status of work and employees
• Management of support employees to ensure successful remediation of support issues, and completion of administration requests, to service levels and that all responsibilities of employees are undertaken according to business need
• Coaching, developing and motivating the team and monitoring their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with our policies
• Undertaking monthly one-to-ones and adhering to HR procedures in accordance with company policy, including documenting these and uploading them to the individuals records
• Management of supplier contracts required to deliver support services
• Providing regular and timely updates to all stakeholders (including leadership team)
• Development of a knowledge base in order to improve self-service and to reduce time to resolve simple or recurring issues
• Review of deliverables prior to transition into support, including service specifications, site configurations and developed code
• Continual improvement of processes and team skills including awareness of, and ability to make recommendations for, innovation in industry as appropriate
• Maintain a trusting environment where problems can be raised without fear and everyone is focused on problem resolution in a positive atmosphere
• Collating relevant updates for the team and feeding into weekly Business Performance Reviews (BPRs)
• Ensure that CRM and telephony license and account auditing and management is regularly conducted
• Ensuring adherence to KPIs, SLA/SLTs and Company standards including, but not limited to, ISO 9001 and 27001
• Providing regular and timely updates during emergencies to all stakeholders (including Leadership team)
• Maintaining job descriptions to ensure that they meet the needs of the business
• Comprehensive input into monthly board report via line manager

Skills and experience

• Educated to degree level in Computer Science or related subject, or suitable level of previous experience in a similar role
• Experience of working in various development support roles and IT Service Management that includes outsourced resources (i.e. supplier and contract management) to ITIL, or acceptable alternative, standards
• Capability to manage and resolve complaints quickly and effectively
• Ability to create detailed project plans, manage tasks and budget and schedule resources for the multi-disciplined members of the team
• Ability to jump into any role to fill gaps when low on resource
• Excellent communication with both customers and internal/external resources
• Outstanding organisational skills and time management of self and others, including the ability to work quickly and efficiently, within tight deadlines
• Strong capability within analytics and report writing
• The ability to work confidently and appropriately with senior business representatives and colleagues at different levels and to take responsibility for and deliver within team budgets
• Strong problem management qualities and the ability to recommend and to undertake any necessary corrective actions, escalating issues where senior management action is required via the line manager
• Good general knowledge of computer systems including awareness of cloud technology such as Azure and AWS, telephony systems, Customer Relationship Management system (CRMs) and Content Management Systems (CMS)
• Strong capability within the following development skills and technologies: PHP and C# or Java, ideally all XHTML/CSS, JavaScript, and Web services
• Experience of working with data integration/migration tools
• Competence in Welsh, Tamil or Hindi languages is desirable

Keyskills :
HTMLJavaManagementPHP