Business Process Owner - Salesforce

"Business Process Owner role will take a lead on evaluating, optimizing and building alignment on business processes for effective CRM deployment across Mobility business entities. This includes identification, support, and implementation of business requirements as Mobility business units onboard the new CRM platform. As a critical member of the team, this role will be accountable for the timely completion and delivery of high priority functionalities driving continuous improvement in customer relationship management processes. This role will support achievement of KPIs and platform standards with focus on CRM adoption and utilization.

The individual has to work closely with Businesses teams and IT to gain alignment and visibility of requirements. This position plays a very critical in creating, evolving and executing businesss digital transformation journey by collaborating with business at strategic level and then engaging various teams for execution. "

"Drive the end-to-end deployment of business requirements in Salesforce , ensuring it meets the specific needs of the Mobility group
Documentation of the complete functionality of Sales, Service and Warranty capabilities within the Salesforce platform, such as account, contact, opportunity and quotes management
Work closely with cross-functional teams, including IT, MDM, Sales, Marketing, Warranty and Customer Service, to ensure successful CRM integration
Identify and implement process improvements to enhance efficiency and effectiveness in customer relationship management
Conduct UAT to validate system against business requirements
Develop and deliver training programs for end-users to ensure effective adoption and utilization of Salesforce CRM.
Ensure data integrity and accuracy within the CRM system, and develop strategies for fulfilling required visibility and analytical needs
Establish key performance indicators (KPIs) and metrics to monitor the success of the CRM deployment and ongoing usage.
Drive continuous improvement initiatives based on user feedback and evolving business needs. "

B. E/B. TECH/ MBA/MCA
8/10+ years of experience in customer relationship management processes and deployment

"1. Functional knolwedge of Salesforce CRM
2. Excellent knowledge of Sales, Customer Service, Warranty, Aftermarket processes
3. Business Process Modelling
4. Requirement Gathering & Analysis
5. Functional design documentation"
"1. Strong team player and ability to work with cross functional teams to ensure global consistency
2. Building and Managing effective stakeholder relations across the project
3. Strong business understanding of automotive industry
4. Excellent presentation and communication skills (written and verbal) and comfortable presenting at senior levels. Must have strong capabilities in MS Word & PowerPoint
5. Willingness to continuously learn, upgrade skills and stay relevant to business demands
6. Must be able to work with teams across time zones and cultures
7. Must be organized, detail-oriented, flexible & highly motivated
8. Must be able to act fast and decisively when dealing with critical situations - ability to read situations and act in real-time
9. Excellent consensus building and negotiation skills with ability to influence business users/leaders for an effective implemtation of CRM ( Salesforce)"