Account Manager

• Define and refine the strategy for the enterprise-wide CRM solution.
• Develop and manage the roadmap for the enterprise-wide CRM solution.
• Perform market research to identify CRM trends and latest strategies.
• Manage relationships with the CRM Vendor (Creatio) and the CRM Implementation Partner (Solutions Metrix).
• Develop and enforce CRM governance policies and procedures.
• Oversee the implementation and ongoing operation of the CRM solution.
• Identify areas for CRM solution improvements / innovations working closely with the Department CRM Owners.
• Capture stakeholder needs and manage expectations.
• Identify relevant CRM use-cases according to organizational strategic goals and objectives collaborating with leaders in marketing, sales, servicing, and operations departments.
• Identify and prioritize epics and user stories for the CRM Product Backlog in collaboration with the Department CRM Owners and the CRM Analyst.
• Manage the CRM Analyst, set goals, and conduct performance reviews.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Manager, Customer Relationship Management

Manager

• Lead the strategy, development, and execution of workforce planning for the Member Experience Center (MxC).
• Ensure optimal staffing levels, scheduling practices, and real-time management strategies.
• Partner closely with MxC leadership and collaborate with HR and Finance.
• Develop and maintain short- and long-term forecasts across voice and digital channels.
• Oversee creation and optimization of agent schedules aligned with forecasted demand.
• Provide recommendations to balance service performance with operational efficiency.

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Manager, Customer Relationship Management

Manager, Workforce Management