CRM Manager Americas

Being a global leader in professional cleaning equipment, we have embarked on an ambitious journey to drive growth by continuously improving Nilfisk as a world class sales organization. One key component of this journey is developing company-wide excellence in Customer Relationship Management (CRM) and Field Service Management (FSM) and ensuring successful development, operations, deployment and adoption.

You will assume business responsibility for Nilfisk Americas' Sales and Service Processes and underlying Salesforce.com and ServiceMax platforms, spanning Field and Inside Sales, Field Service and Customer Care applications. Reporting into the Americas Business Development function, you will work hand-in-hand with the sales and service leadership team, Super-Users, Champions, and key group functions. You are expected to play a key role in identifying key process improvement opportunities and drive the process and system development and adoption required to fully engage user stakeholders. This includes 1) capturing and defining new business processes and corresponding system requirements, with clearly envisioned business benefit that will convince global stakeholders to ensure global acceptance and adoption, 2) driving the adoption and execution of the Nilfisk Sales and Service Processes via our CRM and FSM tools by end-users and other necessary functional partners, leveraging transparency tools (Dashboards), regular performance communication, and training programs, and 3) providing world-class support to our Super-User and Champion communities to scale our competence development to the greater Americas organization.

You will be responsible for these three main areas:

User Experience Ownership and System Development

• Capture and define new business processes and/or system requirements derived from critical review of key performance indicators, process reviews, utilization metrics, collaborative end-user sessions and other methods.

• Convert new business process needs into corresponding CRM and FSM development requirements, with clearly envisioned business benefits that you will use to convince global partners to accept and prioritize IT development and implementation.

• Manage CRM integrated sales productivity tools and applications.

• Identify wasteful process steps and/or data requirements and eliminate and/or streamline to improve user productivity.

• Document Sales and Service processes and promote to all relevant stakeholders, particularly those owning connected business processes for the betterment of Nilfisk's overall global business execution.

• Contribute to global and/or regional Business Development/CRM/FSM workstreams, as a team member, as and when needed.

Stakeholder Adoption

• Drive the adoption and execution of the Nilfisk Sales and Service Processes via our CRM and FSM tools by end-users and other necessary functional partners.

• Leverage sales and service leadership, support groups (Super-Users, Champions), transparency tools (Dashboards), regular performance and "best practice" communications, and training programs to ensure KPI's are achieved.

• Localize and/or co-develop global training content and support the region-wide roll-out of new Salesforce.com and ServiceMax applications and/or functionality.

Business Support: Support super and end-users in the region

• Institutionalize know-how via training and Super-User competence development and support.

• Lead a team of Salesforce.com and ServiceMax Champions and the corresponding Champion programs to activate these resources in a way to achieve your goals of sales and service process adoption and system utilization.

• Create and maintain training material for new/existing functionality.

To be successful in this position, we expect you to have:

• A relevant education in business, process management, IT or similar

• Proven success with driving business results through process and system improvement required

• Process Management certifications a plus

• Extensive experience working with CRM systems (Salesforce.com preferred) and FSM systems (ServiceMax preferred) and process development

• Experience in CRM-related administrative tasks (data management, training, and support)

• Experience with change management in an international context

• Fluency in English (written and verbal)

You will join the Americas Business Development team under the Commercial Excellence organization and report to the Business Development Director, Americas.

Let's create a cleaner future together

Cleaning has emerged as a key contributor to health and safety, sparked by technology and innovation. At Nilfisk we are a driving force in this development. Being part of Nilfisk means thinking outside of the box, bringing your inspiring ideas to life, sharing the results, and learning from your setbacks. We believe that diversity is our greatest strength - as we achieve the best results from a wide variety of views and approaches. At Nilfisk, you have the freedom to be yourself and express your opinions. Nilfisk is firmly committed to growth and sustainability in everything we do. You will be empowered in your role as you collaborate with passionate colleagues on a quest to create a cleaner future.

Are you ready to make a change for a cleaner future?

Benefits

Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.

The estimated pay range indicates the expected annualized pay range for this position. It may not include potential bonus incentives such as annual bonus' as well as sales and sales related incentives, or overtime (on eligible positions). The actual pay offered may vary based on several factors, including the applicant's qualifications, relevant experience, unique skills, education level, certifications or licenses, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job's location. We may ultimately pay more or less than the posted range. This range may be modified in the future.

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Talent Acquisition Process

Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose. If you encounter any such activity, please report it immediately on the Nilfisk Whistleblower website.

Nilfisk is an Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.