Executive Director of Customer Relationship Management

MissionDesign and direct highly competitive customer relationship management (CRM) programs for both customers and channel partners that fulfill expectations for implementations and utilization management of an enterprise HR software as a service product. 

 

CRM Strategy & Learning SystemCreate and execute a long-term strategy for building distinctive CRM organizational capabilities for both customers and channel partners, including delivery standards for implementation, training and utilization management. Develop content for online product demos as well as HROnline training materials and associated delivery systems for customers and channel partners. Provide initial and ongoing customer administrator and channel partner training via Web-telephone conferences and in-person sessions, as contracted.  Lead the production and enhancement of online learning system content based on root cause analysis of customer support requests as well as continuing product development. New Customer Implementations Oversee the formation and leadership of implementation project teams, including any third party suppliers, if contracted (e.g., payroll), encompassing: project planning, conference calls/meetings, data collection and system configuration and integration requirements, customer administrator training, and company roll-out processes. Ensure accurate and complete PeopleStrategy-supplied template documents are obtained from customer, including: employee data, employee benefit enrollment data, time off plans, workflow process definitions, and benefit plans. Create initial customer database and load Customer employee data from the import template file into HROnline using PeopleStrategy’s implementation toolkit. Coordinate HR content and Payroll (first payroll integration run) deliverables in concert with HROnline project plans, if applicable, including coordinating the loading of customized HR content into HROnline. Direct time & attendance rollouts, including coordination of software time-clock configuration, if applicable. Measure customer and channel partner satisfaction with the implementation process using PeopleStrategy surveys; and report results for continuous improvement purposes. When implementations are provided by channel partners, ensure deliveries are consistent with PeopleStrategy process and quality requirements.


Level 2 Customer Support
Establish and direct the execution of training for customer administrators and channel partner personnel on the proper and value added use of HROnline. When product defects are identified (see definition below), ensure that required information is generated to send them in reproducible formats to PeopleStrategy Level 3 Support (engineering and hosting) for resolution in Web 2.0 software development and SAS-70 data center environments.
Manage the content and use of PeopleStrategy’s CRM database to ensure that customer administrators, billing contacts, channel partners, and supporting staff are up to date for reporting purposes. Ensure customer service issues are addressed and resolved in accordance with PeopleStrategy service standards through effective communication, training and/or product code changes placed into production builds, as appropriate. Quality Assurance Oversee the testing of software changes before they are moved into production; including feedback, process management support, and customer / channel partner communication. Verify that all changes to software have accompanying changes in online learning content; and promote customer and channel partner communication accordingly. Periodically perform regression tests of HROnline when large scale changes are being made to underlying code; and provide results to Level 3 Support. Strategic Account Management Review HROnline utilization reports with Customers at least on a semi-annual basis to ensure their satisfaction with the product; and facilitate communication between all involved parties to: leverage strengths, maximize feature usage, close any product expectation performance gaps, and identify ancillary sales opportunities (e.g., HROnline product enhancement projects). Direct the preparation of monthly utilization analyses of HROnline for customers, including summary of utilization statistics and service histories.  Manage customer expectations over phases of product enhancement projects they commission. Make sure that customers are proactively contacted at least once a month for product satisfaction and retention purposes.