Director of CRM & Contact Center Technologies Job at Baldwin Risk Partners
The Director of CRM & Contact Center Technologies is responsible for designing, configuring, managing, and maintaining the company’s CRM/Contact Center strategy to optimize lead conversion, customer service interactions, and business outcomes. You will work closely with the Sr. Leaders of our Customer Service Teams, Sales, IT, Marketing, and Compliance Divisions to ensure operational integrity and completion of projects in a timely manner. The position will be responsible for the design, implementation, project management, and execution of the customer journey in relation to our Cloud Telephony & CRM systems. You will equip key business leaders with the knowledge and information they need to make the appropriate key business decisions.
Essential Job Functions
- System Administrator and subject matter expert in our core operating systems of NICE InContact, Salesforce, and Velocify Pulse.
- Manage a significant Marketing CRM & Contact Center evolution including implementing personalization, recommendation, and customer communication tools with overall ROI in mind.
- Implement new systems by collaborating with stakeholders across the organization to develop detailed requirements, document processes, help select technology solution(s), design system usage requirements and best practices, performing user acceptance testing, and report on results.
- Experience working in highly matrixed, collaborative organizations with cross-functional partners in Technology, Servicing, Customer Service, and Marketing.
- Ability to prioritize and handle multiple competing project assignments with efficiency and accuracy while managing stakeholder expectations.
- Ability to communicate technical concepts and issues to non-technical stakeholders.
- Ability to analyze and monitor communication platforms, ensuring they are working in concert with each other efficiently.
- Document contact strategies and help set benchmarks for each campaign, ensuring they are working at the best performance while not interfering with each other.
- Provide feedback and recommendations on the organizational contact strategy with a key emphasis on Lead Conversion, Contact Rates, and Speed to Contact.
- Assist with API Integrations on core platforms such as NICE InContact, Velocify Pulse, and Salesforce.
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