Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- CRM enablement lead advancing adoption, data quality and customer intelligence at Alberta Blue Cross. Connecting Sales, Service and Marketing processes for better member experiences.
Responsibilities
- Champion effective and consistent CRM practices across Sales, Service, Marketing and other customer-facing teams
- Embed CRM into day-to-day business processes and ways of working
- Monitor CRM adoption, usage patterns and data quality to identify improvement opportunities
- Translate adoption and data insights into actionable feedback for leaders
- Partner with Learning & Organizational Development on learning needs, formal learning and onboarding
- Develop practical CRM guidance, standards and resources
- Establish and evolve consistent CRM processes across customer journeys and interactions
- Promote capture of meaningful, high-quality customer information for a trusted 360-degree customer view
- Identify opportunities to simplify processes, strengthen hand-offs and improve cross-team visibility
- Create feedback loops between CRM users, customer intelligence, business insights and business leaders
- Connect CRM users, business leaders, the CRM Product Owner in IT and CRM governance
- Gather, assess and synthesize organizational feedback to identify needs, pain points and opportunities
- Translate business needs into use cases and enhancement requirements for CRM improvement prioritization
- Support readiness for new CRM capabilities by identifying process, adoption, communications and practice impacts
- Establish and evolve CRM standards, principles, processes and expectations
- Advocate for CRM as an enterprise capability connecting people, processes, data and customer intelligence
Requirements
- Experience in CRM, customer experience, sales or service enablement, business process improvement, change enablement or a related discipline
- Strong understanding of CRM capabilities supporting customer-facing processes, data quality and customer intelligence
- Experience working with Sales, Service and/or Marketing teams and understanding their customer information and workflow needs
- Strong facilitation, coaching and relationship-building skills, with ability to influence across teams without direct authority
- Ability to interpret adoption, usage and data trends and translate them into practical recommendations
- Strong analytical and problem-solving skills with a continuous-improvement mindset
- Experience gathering business needs and working with product or technology teams to support prioritization and continuous improvement
- Ability to connect detailed operational practices to broader customer and organizational outcomes
- Criminal record check satisfactory to Alberta Blue Cross required as a condition of employment following a conditional offer
- Experience with Microsoft Dynamics 365 or comparable enterprise CRM platform (asset)
- Experience supporting enterprise CRM standards, governance, adoption practices or enablement resources (asset)
- Experience working with customer intelligence, business insights or reporting teams to improve data quality and insight generation (asset)
Benefits
- Diversity-focused and inclusive workplace
- Healthy work-life balance
- Career growth opportunities
- Innovative, high-energy, team-focused work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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