Sr Mgr - Business Solutions - Automation

Senior Manager– Business Solutions

Field Automation & Services Team (FAST)

Job Description:

- As a key member of the FAST team, this role (Manager – Business Solutions) is responsible for the strategic and operational management of the Customer Operations organization's process automation and business solution needs, including the implementation and integration of system and technology initiatives necessary to achieve organizational goals.

- The primary objective of this position is to a) manage a team of talented technology savvy business process/solution experts to identify process/productivity improvement opportuities, define/design technology solutions to maximize revenue generation/cost saving potential Customer Operation organization and implement system and technology solutions and improvements in partnership with the VMware IT and/or 3rd Party implementation vendors.

Essential Functions (Tasks and Responsibilities):

- Build, manage and lead an A+ team of Business Solution Architects who are technology savy, business process/solution experts and possess excellent problem solving skills across various front-office and back-office processes and applications with a specific focus around the SalesForce.com implementation

- Collaborate with cross functional business units (Sales/Marketing/Support/Order Management/Finance/Operations) to drive end-to-end process consistency, maturity & effectiveness

- Advocate and drive adoption of “best practices” to ensure standardization across the Customer Operations organization in processes and automation solutions

- Collaborate with IT technical teams and/or external consultants to ensure successful delivery of business automation solutions

- Create and maintain systems / solutions roadmap for WW Customer Operations organization that reflects six, twelve and twenty four month improvements that are in aligned with the business objectives and needs, driving & enabling productivity & efficiency

- Lead the business solution team to drive the process and technical aspects of projects and create solutions to meet business challenges and resolve system / process issues

- Perform technical evaluations, develop and implement automation solutions to address system / process issues and to implement new system / process enhancements

- Participate and contribute to implement SalesForce.com, Oracle, Customer self-service portal and other system automation best practices, development standards for the implementation at VMware

- Work closely with development team through software development methodology, including project assessment, planning, design, build, QA and implementation.

- Review business requirements document, write functional requirements document; prepare process flow diagrams, high level use and test cases for review with development and QA.

Qualifications & Experience:

- 10+ years of experience of implementation and management of business automation solutions within the front office domain (CRM – SFA / Marketing / Service, PRM, Deal Management etc.) as well as back office domain (Order to Cash, Service Contracts Renewals, Install Base, Entitlement Management, and Trading Community Architecture etc.)

- Practical and hands-on experience in implementing, managing a) SalesForce.com implementation for SFA, Marketing, PRM, Service modules b) Oracle EBS implementation for OM, SC, IB modules and c) Customer self-service portals for entitlement management, e-commerce services

- Understanding of Sales Cycles, Sales Models, Sales Tools, end-to-end business processes (front-office and back-office), lifecycles of various enterprise entities (e.g., Customer, Product, Installbase, Service Contracts etc) and implementation of these within CRM and ERP systems

- Proven leader with demonstrated expertise in devising and implementing streamlined business processes and strategic technology solutions to improve efficiency, automation, and productivity while reducing costs and growing revenue

- Demonstrated track record of leading within complex organizations requiring strong influence management skills - ability to work cooperatively at all levels in matrix environment to build and maintain the positive relationships required to accomplish organizational goals

- Superior communications (written/verbal), presentation and facilitation skills

- Build and enhance the capabilities of the team through quality and continuous improvement efforts

- Knowledge of and experience with enterprise systems, including PRM, CRM, SFA, and ERP and strong understanding of enterprise integration

- Experience evaluating, selecting, implementing, and integrating automation solutions to deliver business value

To apply send in your resume to nishath.m@peoplegamut.com