Customer Success Consultant managing National Accounts for Southern Glazer's, focusing on customer service and compliance. Building relationships and understanding digital needs of clients in beverage distribution.
About the role
- CRM Back Office Architect to design and implement CRM solutions for a roadway system's digital transformation. Collaborate with cross-functional teams and serve as SME for CRM and Account Management solutions.
Responsibilities
- Design and lead the architecture of end-to-end CRM and Account Management solutions within the UBOS tolling ecosystem, addressing core functions such as account creation, billing, customer segmentation, violation enforcement, and contact center operations.
- Translate complex tolling business rules into scalable, compliant CRM configurations and integrations with external systems including payment gateways, call center platforms, LPR systems, and other toll collection technologies.
- Define and oversee customer lifecycle management capabilities, including onboarding, transaction reconciliation, dispute resolution, and self-service portals optimized for high-volume, multi-channel environments.
- Architect and support the integration of CRM with contact center applications, ensuring seamless context transfer, real-time data synchronization, and optimized agent workflows for high-volume customer support environments.
- Serve as the functional and technical Subject Matter Expert (SME) for CRM and Account Management, ensuring alignment with the Client standards, enterprise architecture standards, and tolling-specific requirements.
- Lead the architecture design, documentation, and development efforts to ensure modularity, scalability, and high availability across cloud-hosted systems, including robust disaster recovery and performance optimization strategies.
- Collaborate with cross-functional teams and the clients SMEs to ensure an extensible architecture that supports seamless upgrades and system replacements without disruption to the broader UBOS platform.
- Review and advise on features, user stories, and system specifications to ensure alignment with best practices and program objectives.
- Support architecture efforts for UBOS expansion initiatives, including UBOS Software as a Service (UBOSaaS) and programs like Mileage-Based User Fees (MBUF) and Road Usage Charging (RUC).
- Participate in enterprise project teams, providing architectural oversight and contributing to project planning, design reviews, and implementation strategies.
- Monitor system performance and resource utilization, providing recommendations for optimization and cost efficiency.
- Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the Client.
Requirements
- 10+ years of Back Office CRM & Account Management functional & Technical experience.
- 10+ years of Back Office Systems Architecture experience.
- 5+ years of Back Office Systems for RUC/MBUF experience.
- 5+ years of Multi-tenant CRM deployment support experience.
- Ability to work effectively with technical & non-technical teams.
- Equivalent combination of education and/or experience may be accepted.
- Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
- Solution Architecture Certification, such as TOGAF (The Open Group Architecture Framework).
- Bachelor’s degree in computer science or information systems.
- Equivalent combination of education and/or experience may be accepted.
Benefits
- 401(k) matching
- Health insurance
- Paid time off
- Remote work options
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
CRM Specialist implementing strategies to enhance client relationships in real estate projects. Focus on optimizing sales funnel efficiency and improving client conversion rates in a dynamic growth environment.
Customer Success Executive managing customer journeys from onboarding to renewal at Hurree. Focus on driving product adoption and strategically improving customer satisfaction for their SaaS solution.
Manager leading Customer Success initiatives at Notion, boosting adoption and retention for a collaborative platform. Driving team performance while mentoring and scaling Customer Success operations.
Providing operational support as a CRM Analyst at FMU. Handling user inquiries and data management tasks in HubSpot.
Microsoft Dynamics 365 Functional Consultant at Sanlam ensuring functional integrity and configuration quality of the Dynamics 365 platform. Collaborating across teams for solution design and implementation.
Director of Customer Success at Aescape leading a team to support partner engagement and satisfaction. Overseeing operations and strategic initiatives for service delivery in wellness environments.
Berater für CRM - Prozessdesign und Netzanschluss - Optimierung bei C4 Energy in Potsdam. Projektarbeit zur Optimierung von Schnittstellen im Kundenservice.
Customer Success Manager ensuring customer engagement and success with AI solutions in agriculture. Collaborate with farmers to improve profitability using advanced tech solutions.
VP of Customer Success leading customer lifecycle and segmentation for a fast - growing SaaS company. Establishing a scalable model in the $40+ billion laundry market to enhance customer retention and success.