CRM Operations Business Services Manager

Grant Thornton is seeking a CRM Operations Business Services Manager to join the team in Phoenix, AZ.

We seek a highly motivated CRM Operations Business Services Manager to join our team and drive excellence in operational strategies. In this role, you will collaborate with key stakeholders to understand and translate intricate business needs into business system requirements. Your primary responsibility will be managing projects expertly, ensuring seamless alignment with business objectives, and effectively fulfilling identified needs. A proactive and strategic approach is essential, showcasing your ability to work independently, take ownership of projects, and exhibit superior project management skills. Your routine exercise of strong interpersonal, communication, and teamwork skills will also maintain a customer-service-oriented focus. We are looking for the proven ability to lead meetings, facilitate training sessions, and possess excellent analytical and problem-solving capabilities. Continually demonstrating the ability to understand and communicate business processes and information flow will be essential in this dynamic position.

Responsibilities:

• Build relationships with stakeholders and establish trust within Grant Thornton to collaborate and understand business needs which may require facilitating workshops and documenting current business operations and project objectives/scope for future phases.

• Evaluate system enhancements to better align with the business needs.

• Develop training programs, content, and communications.

• Document system protocols and best practices.

• Collaborate with CRM Lead Data Steward to develop support processes to ensure high system availability and end-user satisfaction.

• Drive adoption by developing and conducting training programs and developing training materials on new or key CRM features.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor's degree, preferably in business, marketing, or information systems or equivalent years of work experience.

• 5-7 plus years of overall experience, including managing staff resources and demonstrated experience in business requirement gathering and project management; professional services firm experience is a plus.

• 4 plus years working with CRM technology and a strong understanding of CRM best practices, preferably Microsoft Dynamics CRM, with a concentration in sales and marketing process.

• Knowledge and experience with industry standard business analysis and workflow modeling principles and techniques for identifying, modeling, and redesigning business processes is required. Understand the principles and techniques to transition from business process analysis into defining system requirements with Use Case scenarios.

• Demonstrated ability to handle a variety of assignments simultaneously.

• Excellent organizational, verbal, written, presentation, and collaboration skills

• Ability to work independently with limited supervision; take a proactive role in executing assignments.

• Strong attention to detail and organization.

At Grant Thornton, we believe in making business more personal and building trust into every result - for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It's what makes us different, and we think being different makes us better.The team you're about to join is ready to help you thrive. Here's how:

• Whether it's your work location, weekly schedule or unlimited flex time off, we empower you with the options to work in the way that best serves your clients and your life.

• Here, you are supported to prioritize your overall well-being through work-life integration options that work best for you and those in your household.

• We understand that your needs, responsibilities and experiences are different - and we think that's a good thing. That's why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at www.gt.com/careers

• When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we're taking action for diversity, equity & inclusion at www.gt.com/careers

Here's what you can expect next:

If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at www.gt.com/careers.

Benefits:

We understand that your needs, responsibilities and experiences are different, and we think that's a good thing. That's why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. For an overview of our benefit offerings, please visit: https://www.grantthornton.com/careers/rewards-and-benefits

• Benefits for internship positions: Grant Thornton interns are eligible to participate in the firm's medical, dental and vision insurance programs and the firm's employee assistance program. Interns also receive a minimum of 72 hours of paid sick leave, and are paid for firm holidays that fall within their internship period.

• Benefits for seasonal employee positions: Grant Thornton seasonal employees are eligible to participate in the firm's medical, dental and vision insurance programs and the firm's employee assistance program. Seasonal employees may also be eligible to participate in the firm's 401(k) savings plan and employee retirement plan in accordance with applicable plan terms and eligibility requirements. Seasonal employees receive a minimum of 72 hours of paid sick leave.

Grant Thornton employees may be eligible for a discretionary, annual bonus based on individual and firm performance, subject to the terms, conditions and eligibility criteria of the applicable bonus plan or program. Interns and seasonal employees are not eligible for bonus compensation.

Additional Details:

It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions (including, but not limited to, recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination) are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton LLP to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact HR@us.gt.com.

For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.