CRM Program Manager

Date: March 01, 2013

Location: Chester, VA

Description:

Quantum Tech Staffing is seeking a CRM Program Manager for a contract position in Chester, VA.

Candidate will be responsible for planning and scheduling to include meeting coordination and logistics, project schedule updates, tactical plan updates and SharePoint list and document maintenance. Will be responsible for program and project mgt and records mgt.

Years of Experience:
8-11 years of experience in the field or in a related area

State Agency has established a Customer Relationship Management Program aimed at improving customer service. The program is a year old and has multiple component projects, primarily focused on business process improvement. The program is in need of a program coordinator to assist in ensuring that the goals and objectives of the program are met on schedule.

Tasks:
(1) Program Planning and Scheduling
– Meeting coordination and logistics: Schedule meetings, ensure logistical requirements are met, prepare meeting outcome documentation (e.g., meeting notes, action items) and ensure that resulting tasks are tracked to completion; establish meeting workspaces as required and ensure that all required documentation appears in the workspace
– Project schedule updates: Assist in maintaining schedules for the CRM Program, Valued Customer Experience, Tactical Plans and other projects affiliated with the CRM Program
– Tactical plan updates and synchronization with project plans: ensure that project and task leads update SharePoint on a timely basis and that project schedules reflect changes logged in SharePoint
– SharePoint list and document maintenance and site administration: Assist with the administration of the CRM Program SharePoint site including processing access requests; site, list and library organization and maintenance; work with customer representatives to establish and maintain one or more SharePoint sites for collaboration (e.g., AITR or CIO Council SharePoint site)
(2) Project/Program Management
-Project schedule updates: Assist in maintaining schedules for the CRM Program, Valued Customer Experience, Tactical Plans and other projects affiliated with the CRM Program
-Tactical plan updates and synchronization with project plans: ensure that project and task leads update SharePoint on a timely basis and that project schedules reflect changes logged in SharePoint
-Assist in executing tactical plan tasks focused on process development: assist in or coordinate the development of CRM Processes that support tactical plan tasks including the development of process flows (e.g., swim lane diagrams) and process narratives
-Assist in tracking progress against established goals, objectives and performance measures
Records management: maintain records associated with the CRM Program
(3) Other duties as may be assigned

Knowledge, Skills and Abilities:
o Excellent verbal and written communication skills
o Excellent organizational and time management skills
o Must work well in a collaborative, fast-paced environment
o Expertise in MS Office Professional product suite, MS Project, MS Visio, MS SharePoint including site administration
o Knowledge of Commonwealth records management requirements and practices
o Experience as a project or program coordinator preferred
o Experience in business analysis including development of process flows narratives

Required skills:

o Excellent verbal and written communication skills – 8 years
o Excellent organizational and time management skills – 8 years
o Expertise in MS Office Professional product suite MS Project, MS Visio, MS Sharepoint including site administration – 8 years
o Experience as a project or program coordinator – 5 years
o Experience as a business analyst including development of process flow narratives – 5 years
o Must work well in a collaborative, fast-paced environment – 8 years
o Knowledge of Commonwealth records management requirements and practices – 5 years