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Description
You will be responsible for the development and implementation of the Customer Relationship Manager (CRM) strategy for the producer channel within the Individual and Small Group (ISG) Segment. This is a new and growing segment with high volumes of known and still-to-be-defined customer touch points that must be centrally tracked and measured. As such, you will be responsible for working closely with the Sales and Marketing organizations to define business processes and implement solutions within salesforce.com in support of those processes. All solutions must consider the Rules of Engagement between the internal and external Sales organizations, integration of sales data with an external vendor as well as processes and data flows between the Marketing and the Sales organizations.
Strong business analysis skills will be required to translate ideas into well-defined and efficient processes. Strong salesforce.com skills and experience will be required in areas such as Lead Management, Campaign Management and Customer Service / Case Management. You will be expected to keep current on the core capabilities of salesforce.com as well as AppExchange applications in these functional areas and apply this knowledge when developing solutions. Strong project management skills are required to build project plans, identify and manage risks and communicate expectations.
Additional responsibilities will include production support and basic administration of the application. As part of this responsibility you will define support processes with the Premier Support service at salesforce.com to leverage those resources to provide end-user support. You will also be responsible for monitoring and managing the relationship with Premier Support. Any production support tasks that can not be outsourced to Premier Support will be provided by you.
Responsibilities
Develop annual plans for enhancing the sfdc application, defining priority initiatives, mapping out timelines and key milestones
Define business processes, write requirements, design solutions and configure salesforce.com in support of these priorities
Understand current and future capabilities of the salesforce.com application and AppExchange applications to ensure best technical solutions are considered
Identify, manage and escalate risks and issues around implementation of any initiative; engage appropriate areas for resolution
Manage intake and planning of new initiatives identified during the year, making recommendations for prioritizing against existing plan
Provide customer support to Sales organization, defining ROE with the sfdc Premier support organization
Develop and monitor data quality reports and dashboards; engage field Sales directly for resolution
Monitor daily data integration fall-out reports; resolve issues appropriately and timely
Develop standard reports for the producer and alternative distribution channel Sales organizations
Build and maintain strong relationships with Marketing, the core Healthcare sfdc business and IT teams and the ISG (HPS) project team; escalate issues with role clarity or hand-offs between the functional groups
Qualifications
Requires a Bachelors Degree.
Minimum 3 years experience in business project work
Minimum 2 years experience as salesforce.com administrator, preferably with focus on Lead and Campaign management
Excellent interpersonal skills; capable of working and communicating with Sales people and matrix partners with a variety of technical skillsets and comfort levels
Exceptional analytical, quantitative, and problem solving skills. Attention to detail critical.
Project management expertise with demonstrated experience in managing multiple priorities/projects.
Strong communication and presentation skills, both verbal and written.
Strong Microsoft Excel and Access skills.
Pay Benefits Work Schedule
CIGNA offers a competitive compensation and comprehensive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.
How To Apply
We encourage you to complete all questions on the candidate profile if you wish to be considered for this opportunity.
Details:
Job Id:
19152786
Posted / Updated:
3/23/2010 4:13:00 AM
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