Anthology’s combined technology footprint in higher education includes more than 2,100 unique institutions in over 30 countries with 14 cloud-based solutions that support the entire student lifecycle.  The company is headquartered in Boca Raton, FL, with offices globally in Buffalo, NY; Kansas City, MO; Bangalore, India; London, UK; and São Paulo, Brazil and has nearly 1,400 employees worldwide.
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CRM Delivery Quality Manager

Remote (Anywhere USA) | Full Time
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Job Description

The CRM Delivery Quality Manager is an individual contributor in the Professional Services CRM Team responsible for ensuring the overall quality of its project delivery services; beginning with RFP/RFI responses, through SOW creation, project kickoff, project execution, and transition to Client Services.  This position works directly with the CRM Team Managers and Project Managers to ensure quality control over the execution of the project. This position is responsible for assessing the effectiveness and efficiency of implementations from a people and process perspective, identifying areas of improvement, and implementing improvement programs.  This position reviews and responds to RFPs/RFIs collaborates with Sales on the creation and review of Statements of Work (SOWs) and owns/maintains the CRM team’s implementation methodology tools and templates, including its internal and external training materials templates.  This position creates and provides internal product release and implementation methodology release readiness classes to the CRM Team members, as well as new team member onboarding classes.

 

  • Review and respond to Requests For Proposal (RFPs) and Requests For Information (RFIs)
  • Develop, distribute and maintain standard language to be used in RFPs and RFIs regarding the Professional Services CRM Team’s deliverables
  • Conduct RFP/RFI technical reviews upon request and provides an appropriate response, I.e. support bidding, do not support bidding, questions
  • Participate, as requested by sales representatives, in pre-sales meetings to respond to client questions regarding Professional Services CRM Team deliverables
  • Contribute to RFP/RFI responses as assigned by the Proposals Team by the requested due dates
  • Review RFP/RFI response contributions provided by others to ensure alignment with the Professional Services CRM Team’s deliverables
  • Develop, distribute and maintain Effort Estimate Calculators
  • Train appropriate personnel in the use Effort Estimate Calculators; periodically audit use to ensure quality
  • Ensure alignment between Effort Estimate Calculators and Professional Services CRM Team’s implementation methodology
  • Review and draft SOWs for CRM projects as requested
  • Solicit and facilitate, as necessary, the input from CRM Team members into draft SOWs for CRM projects
  • Provide comments and edits as necessary on CRM Projects 
  • Own and maintain the CRM team’s implementation methodology tools and templates
  • Collaborate with Practice Director and Sr. Managers on the overall direction of the team’s implementation methodology and its tools and templates
  • Collaborate with various team members on project-related templates, product releases, and standard implementation methodology
  • Create and provide internal product release and implementation methodology release readiness classes, as well as new team member onboarding classes
  • Train client staff on the solution functionality, as assigned from time-to-time
  • Foster an environment of teamwork both internally and externally
  • Submit time and expense reports according to company policy 
Skills & Requirements
  • A bachelor’s degree in engineering, business administration, information technology, or related field required.
  • 4+ years working in project teams in software installation and implementation required.
  • 4+ years working with Microsoft Dynamics required.
  • Microsoft Power Platform + Dynamics 365 Core certification required.
  • Microsoft Power Apps + Dynamics 365 Developer certification preferred.
  • Higher Education industry experience preferred.
  • ERP and/or CRM experience preferred.
  • Demonstrated experience conducting presentations, conducting one-on-one and/or on-the-job training, classroom training, and/or online/webcast training.
  • Proficient in all Microsoft Office applications. 
  • Experience with project management software preferred. 
  • Previous experience with other software applications such as database and reporting programs preferred.
  • Ability to adapt easily to working with new technologies.
  • Must be able to travel up to 50%
  • Understand current implementation methodology and supporting processes and tools
  • Business process analysis and re-engineering skills
  • Ability to conduct a gap analysis
  • Change management facilitation
  • Documentation and training materials development
  • Ability to work independently and be a team player
  • Excellent written and oral communication skills.  
  • Excellent presentation and training skills.
  • Proven effective listening skills.
  • Conduct/participate in status team meetings.
  • Self-starter capable of working with minimal direction
  • Strong problem-solving abilities and process-focused thinking
  • Strong commitment to continuous improvement and ability to remove obstacles 
  • Strategic thinker with a tactical mindset
  • Ability to quickly establish rapport, gain, and maintain credibility with diverse audiences.
  • Demonstrate strong analytical and logical thinking skills. 
Qualifications

 

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