Manager, Customer Innovation and Optimization

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.   I. Job Summary Leads a group of Business Solutions Analysts to provide support, maintenance, and enhancements and automation of business systems, processes and data..
  II. Essential Duties and Responsibilities

• Drives continuous improvement in the design, implementation, and maintenance of the Customer Relationship Management system (salesforce.com)
• Lead team responsible for data management and administration of Salesforce.com processes. Manage processes and tools that will maintain data integrity and accuracy of Salesforce.com data. Areas of focus include managing duplicate data, data aging, accuracy, and ensuring completeness of active data in the system.
• Partners with IT to develop standardized tools and systems that improve the efficiency and effectiveness of business processes using salesforce.com and other integrated tools. 
• Works with outside vendors and consultants to enhance data availability as well as system functionality, and incorporates such data into tools and processes.
• Consults to support system enhancements needed to support departmental analytics and performance monitoring at various levels.
• Leads the analyst team in the development of internal audits and controls to ensure integrity of business processes and data. 
• Leads the analyst team to maintain systems process documentation for internal support and customer team usage.
• Provides cross-functional support and assists on projects as needed.
• Acts as a liaison with other departments by understanding business processes and ensuring the integrity of information available through various system and reporting structures.
• Onboard, train, and coach new analyst team members. 
• Provide overall support and departmental coordination for analyst team inquiries, ad-hoc requests and projects.
• Direct supervision of full-time employees (Support and Design Analysts).
• May have indirect supervision of other supervisor or individual contributor positions.

III. Qualifications
  A. Required Qualifications

• Education: Bachelor's Degree (accredited) or equivalent experience in Information Technology or Business Administration or similar area of study, with five or more years of previous experience, or in lieu of degree High School Diploma GED (accredited) and four years of relevant work experience.
• Experience: Five (5) years prior Sales Operations experience required (in addition to education requirement).

B. Preferred Qualifications

• Master's Degree or 5 or more years of experience in Customer Systems Administration.

C. Other Knowledge, Skills or Abilities Required

• Requires an excellent understanding of standard business practices related to Customer Team processes and systems (Employee Console, Simply Sales, Sales Automation, Lead Generation, Service, Support, Dialer, etc.).
• Oral communication skills sufficient to make effective presentations to various levels of management
• Ability to work with multiple stakeholders and drive consensus to develop and implement processes for CRM and lead generation
• Working knowledge of desktop software, including Microsoft Word, Outlook, and Power Point
• Operates independently on a day-to-day basis and is responsive to deadlines
• Ability to manage a team to performance and deadlines
• Self-starter, adaptable to constant change and possess strong organizational and analytical skills
• Ability to work within a team environment and to the ability lead and influence at all levels within the organization. This individual must be flexible, self-motivated, detail-oriented and have strong problem solving and decision-making skills
• Proficiency with databases, data integration, query tools and reporting

  IV. Physical Requirements
  Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.   Office: This job primarily operates in a professional office environment and routinely requires t