Title: CRM Application Manager

Location: Pittsburgh, Pennsylvania

Job Description:

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employeesoperating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Xylem is hiring a CRM Application Manager!

Job Summary:

The CRM Application Manager responsible for overseeing the performance, functionality, and optimization of the CRM platform. This role must ensure the platform aligns with business needs, aim to increase user adoption, drive continuous improvement, and maintain system integrity.

Essential Duties/Principal Responsibilities:

Requirements Gathering and Analysis:

Actively collect, understand, and synthesize business needs related to CRM features and functions
Engage with cross-functional teams to ensure the CRM system supports organizational goals and enhances user workflows

Enhancement and Development:

Translate business needs into detailed enhancement requirements
Collaborate with IT as they translate the business requirements to technical requirements
Collaborate with IT to prioritize the pipeline of requests into monthly sprints
Represent the business by facilitating testing efforts with super users to validate changes and new functionalities

Data Standards and Governance:

Ensure CRM data aligns with organizational data standards and governance policies
Establish and maintain protocols for data accuracy, integrity, and consistency across the CRM system

System Monitoring and Continuous Improvement:

Monitor CRM performance, troubleshoot issues, and identify opportunities for enhancement
Proactively recommend updates and modifications based on user feedback and evolving business needs

User Support & Training:

Collaborate with the CRM Training team to identify training or proficiency gaps and develop solutions to support the users
Collaborate with the CRM User Support team to provide robust support to the user base, addressing tickets and resolving issues in a timely manner
Collaborate with the Global Sales Excellence team and Segment Commercial Excellence support to provide adequate communication to the users

Key Experiences:

Minimum 3-5 years of experience managing or administering a CRM platform (e.g., Salesforce, Microsoft Dynamics, etc.)
Proven track record of gathering and translating business requirements into actionable CRM features or projects
Familiarity with agile project management methodologies, including managing a pipeline of enhancement requests and sprint planning
Experience in troubleshooting CRM issues and recommending system improvements to enhance user experience
Demonstrated ability to work cross-functionally with IT, training, and sales teams
Experience in facilitating user testing and ensuring seamless implementation of new functionalities

Qualifications: Education

Undergraduate degree in business, IT, or equivalent.

Qualifications: Competencies

Strong analytical and problem-solving skills, with the ability to synthesize complex information and make data-driven decisions
Exceptional stakeholder management skills, with the ability to build relationships and align multiple teams around a shared vision
Proficiency in CRM systems and related tools, with a focus on user experience and business process optimization
Proven ability to lead multiple priorities and projects with minimal supervision while meeting deadlines
Skilled in change management, with experience supporting users through system transitions or upgrades
Deep understanding of data governance and the importance of maintaining clean, consistent, and accurate data
Adaptability and a continuous improvement mindset to thrive in a fast-paced, dynamic business environment

Additional Information:

80-90% Remote work

Travel requirement: 10%+

Salary range:

$72,300.00 - $130,100.00

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation

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