Job Description

Senior Digital Platform Manager

We are seeking a dynamic and experienced Senior Digital Platform Manager to join our team and drive the adoption and optimization of Microsoft Dynamics 365 for sales and field service. The successful candidate will be the platform owner for our Industrial Customer Relationship Management platform and be accountable for business outcomes by driving standard training, growth and adoption while delivering a positive user experience.

The Digital Platform Manager will work closely with divisional, development, marketing, sales, business readiness teams, and Microsoft or other partners to serve the digital solution needs of our internal field sales and service team. This role is responsible for all aspects and process utilized in the design, build-out, delivery, adoption and business outcomes of the CRM platform. Digital solutions vision, strategic roadmap, business model, product ownership, digital marketing, sales and service channel adoption of digital offering will be key success factors for the candidate.

This position will be part of the Digital Organization for the Industrial Water Sector and report to Director Digital Industrial Sales and Service.

What You Will Do:

• Lead the strategic planning, implementation, and management of Microsoft Dynamics 365 for sales and field service.
• Drive the adoption of CRM technology across the global organization, ensuring seamless integration and user engagement.
• Develop and execute strategies to leverage Dynamics 365 to increase leads, sales, and overall business growth.
• Collaborate with sales and field service teams across global markets to identify and implement process improvements that enhance efficiency and customer satisfaction.
• Monitor and analyze system performance, user feedback, and key metrics to continuously optimize the platform.
• Understand business strategy, gather market intelligence and seek VOC and VOB, and translate strategy, findings and insights into industry leading product strategies and concepts.
• Define the strategic vision and roadmap of CRM, based on Voice of Business, Voice of Customer and competitive intelligence. Leverage cross functional groups to couple knowledge of business needs with existing and future technology capabilities.
• Define business outcome of CRM platform as measured by relevant KPI. Responsible for communicating the product vision effectively to key partners.
• Formulate the business value and partner with key stakeholders to identify and prioritize high level business requirements and features to deliver to field users, through the analysis of opportunity, risk and dependency.
• Partner in development of business processes and solutions to meet new business needs. Oversight and leadership of the end-to-end digital customer experience and make business decision to maximize field value and business ROI.
• Assist team in management of project expectation, deadlines and schedules with various stakeholders across multiple functions.
• Lead business planning and own product value realization to ensure release readiness for digital product features and services.
• Supports change leadership, communications and training to ensure that internal field sales and service associates embrace the digital offerings.
• Stay updated on the latest Dynamics 365 features and industry trends to ensure the platform remains cutting-edge.
• Manage vendor relationships and coordinate with IT and other departments to ensure successful project delivery.
• Track and report on metrics and take corrective action working with leads in Sales and marketing as required.

Qualifications:

The ideal candidate should have demonstrated expertise and experience in Microsoft Dynamics 365 CRM management and execution. Experience in a well-regarded global industrial B2B company that has leveraged Customer Relationship Management to gain competitive advantage is strongly preferred.

Specific qualifications include:

• Bachelors Degree. An advanced degree or MBA is strongly preferred.
• Minimum of 8 years of work experience in a business-to-business environment working with Microsoft Dynamics 365 CRM management and execution as well as a proven track record of working closely with business leadership and accountability.
• Extensive experience in managing and growing the adoption of CRM systems, specifically Microsoft Dynamics 365.
• Proven track record of leveraging standard CRM technologies to increase leads, sales, and improve service delivery.
• Strong business acumen - can quickly get the essence of the business and grasp the connectivity among technology, business and customer value. Has in depth knowledge and ability to influence business strategy.
• Excellent collaboration skills - leading execution across teams, influencing across organizations, experience of working across levels from business leaders and developers.
• Demonstrated experience and success in executing and innovating in the CRM technology space, spanning field sales and service applications and mobile solutions with cross-functional, interdisciplinary teams across matrix organizations.
• Strong understanding of sales and field service processes and best practices.
• Excellent project management skills with the ability to lead cross-functional teams.
• Exceptional analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Familiarity with Agile and Lean processes and techniques to test, learn and build solutions that deliver on commercial value.
• Ability to work in a fast-paced, dynamic environment.

Critical Competencies:

• Execution: Ability to grasp the big picture and chart a course, including delivering on immediate needs to deliver projects that incrementally build toward the big picture. Strong problem-solving skills. Strong project management skills to successfully execute multiple projects across various functions and locations and seamlessly deliver the target value proposition to internal and external customers.
• Strategic Thinking: Demonstrated skill in strategic thinking, with a customer-focused slant. Excellent capacity and the creative energy to synthesize market, technical, and business insights into outstanding decision making that deliver customer value and significantly outpace the competition.
• People- and Relationship-oriented. Thinks about how people will be affected and skilled at dealing with others. Focused on building and maintaining key relationships to get things done.
• Cross-Functional Collaboration: Natural collaborator and influencer with a preference for working with cross-regional, cross-functional teams to champion the vision and deliver results on tight timelines.
• Communication: Excellent written, oral, and visual communication skills to communicate effectively at all levels of the organization, both within and outside the business. Encourages discussion.
• Technology Savvy: Stays abreast of technology developments pertinent to Digital innovation.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.

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