: CRM Manager
8 Crosby Drive Bedford
Bedford, MA 01730

Employee Testimonials

Video

Introduction

As the CRM Manager, you will work in a dynamic IT organization managing and supporting iRobots Customer Care CRM platform. Working closely with your business stakeholders, you will help to define, design and deliver mission critical business applications and services. You will help to build and manage a growing team of CRM administrators, developers and analysts. Reporting to the Director of Enterprise Applications and Data Services, you will help define and support iRobots CRM function and expand its capabilities to service a growing and diverse business user community.

Primary Responsibilities

  • Build, Lead and Manage iRobots CRM technology platform and team consisting of CRM administrators, developers and analysts
  • Operational management of iRobots CRM platform, identifying actionable improvements and optimizations to support growing complexity and demand
  • Proactively meet with key business stakeholders to help define, design and deliver business-driven CRM capabilities, reporting and analytics
  • Hands-on approach to user community CRM training, support and problem/resolution management
  • Manage and participate in large, complex projects from start to finish, complying with our internal PMO (Project Management Office) process.
  • Monitor, triage and assign CRM work requests captured through IT service desk, Kanban boards, Slack, and other user community interfaces
  • Document iRobots CRM platform standards, policies and procedures for the IT group and for our internal customers, including CRM topology, current and future-state roadmaps
  • Represent iRobots CRM platform on all applicable internal boards and committees, eg. Change Advisory Board, Technology Review Board, Customer Care Advisory, etc.

Requirements

  • Education: BS/BA in Information Systems, Computer Science or equivalent
  • Experience: total of 8+ years business experience with at least 5 years in CRM design, implementation, modification and support for a global user community.
  • 3 years technology operational experience managing CRM technologies and leading CRM teams.
  • Expert-level experience with Oracle Service Cloud (RightNow) and or Salesforce Service Cloud technologies, CRM development process, Omni-channel contact technologies, related security and administration best practices
  • Demonstrated understanding of Customer Support process including Case Management, Routing, Knowledge Management, Contact and Role Management, Workflow and Automation
  • Broad conceptual knowledge and understanding of information technologies and methodologies, software development processes, project management techniques, and IT operational disciplines of run and maintain.
  • Ability to work collaboratively across the organization: interpret user requirements, identify the root cause, research possible solutions, identify most feasible solutions
  • Proven track record in building, sustaining and navigating stakeholder relationships in and outside the organization
  • Ability to lead, influence, coach and develop peers on project teams so that project goals are achieved, top talent retained employing fact-based decision making and effective approaches to conflict resolution
  • Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities
  • Attention to detail, and ability to multitask and meet deadlines
  • Self-motivated, able to inspire a team, work independently as well as with others in a matrix environment
  • Up to 10% international travel
Full-time

Employee Testimonials

Danielle Dean
Technical Director of Machine Learning

"I love how much iRobot emphasizes learning, risk-taking, and innovation, and gives me the opportunity to work with different people."

Eva Moscat
Manager, Software Engineering

"Every day I feel challenged – whether it’s technical problem solving, or getting my team up to speed on a new project and making sure they are happy, motivated, and developing in their careers."

Emiko Komori
Corporate Counsel

"Collaborating with people who are very passionate and dedicated to building products that bring joy and ‘wow!’ to customers is my favorite part of my job."

Brandon Rohrer
Principal Data Scientist

"iRobot is a wonderland for a data scientist. Our data helps us enhance our customers’ experiences by better understanding their needs and delivering new solutions to exceed their expectations."

Victoria Liceaga
Manager, Product Marketing

"The Global Marketing group is dynamic and lively. We are always moving fast to plan for new products, execute seasonal campaigns, and pivot based on changes in the market. We are so fortunate to be marketing products that our customers love as much as we do and that add real value to their lives."

Eric Burbank
Principal Mechanical Engineer

"The hardware engineering group at iRobot is incredibly innovative and fun to work with. We have a full range of engineers with many diversified talents. Everyone is incredibly willing to share their expertise and help out on challenges."

Evn Tomeny
Manager of Enterprise Collaboration

"The collaborative nature of the team is refreshing. Everyone works together to find interesting solutions to complicated problems, and contributions are appreciated from anywhere. Because of the diverse set of backgrounds and experiences, you’ll often find answers where you least expect them!"

Michelle Gattuso
VP Portfolio & Digital Product Management

"iRoboteers know that their contributions matter. They are always doing what they can to make things better and deliver great products that customers will love. We know we’ve had a hand in changing the world and it shows in our drive and determination to keep moving forward."

Lauren Stern
Principal Design Researcher

"Our team is unique because we have so many disciplines within the Design department. Owning and using a robot is a multi-faceted experience, and we all work together to create that experience for our users. The cross-discipline collaboration is really special. It’s a group of funny, enthusiastic, creative, kind people."

Sushmita Bawari
Director, Strategic Sourcing

"It’s great to have the opportunity to manage a global team and work with suppliers from all around the world. It really helps you appreciate how inter-connected everything is."