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CRM Manager (Code: 2215)

Overall Responsibility:

WORK FOR A GLOBALLY RECOGNIZED WORLD LEADER! Work with NII Corporate management to oversee NII’s Customer Relations Department, CRM policy, procedures, structures consistent with industry benchmark level in CRM. Establish and manage NII’s corporate policy and budget for customer relations, through the introduction of reliable systems, processes and procedures for interacting with NII customers. Maintain and service NII customer database including but not limited to leads, marketing efforts, sales contact, quotes, orders, support and service information along with building strong processes and procedures around enhancing the usefulness, adoption and security of this critical business system. Provide communications support working with outside vendors for Trade shows, advertising and web based activities.

Key areas of responsibility:

  • Develop policies, procedures and systems for NII business units to provide best customer service practices through points of customer contact including: order processing and operations, sales departments, product department, tech/software support departments, web portals, call centers, service and QC department, and marketing communications.
  • Establish and maintain enterprise wide NII customer database (SalesForce.com).
  • Help to quickly identify potential problems and make corrective action related to CRM technical and business processes.
  • Provide a mechanism to track points of contact between a customer and the company, so all users of the system see the same view of the customer.
  • Assist marketing in ensuring all campaigns are run through or connected to the CRM system for monitoring ROI and effectiveness.
  • Work with Sales management and sales team to ensure correct territory and lead assignments and to clean up customer data in SFDC (e.g. removing duplicates).
  • Provide custom reports and analytics from SFDC for Sales, Product, Service, Software, Marketing and Operations.
  • Project Management: Lead in the development and management of large-scale CRM projects, including working with management and all NII departments to identify areas of improvement as well as with vendors to further enhance and refine the capabilities of SFDC. Directions for improvement include better communication with other systems within Nikon such as SAP, consignment platform, websites, SNS, marketing campaigns (i.e. email blasts, advertising, tradeshows, etc.); and creating custom pages and functionality in SFDC to enhance usability and streamline critical processes such as order processing, RMAs, service, product management, quoting, etc.
  • Continually monitor new develops in the field of CRM and marketing automation and communicate or promote new and innovative concepts.
  • Create training material for onboarding new-hires as well as keeping the company abreast of new/important developments/pages/tools that have been implemented in SFDC.
  • Work outside of normal hours of operation, as needed, in order to fulfill essential functions and responsibilities.

Qualifications:

  • BA level degree preferred
  • Minimum 5 years of experience in customer relations management policy, CRM systems (specifically Salesforce) and procedures and systems implementation
  • In-depth experience with enterprise level customer relations software management system Salesforce.com as well as Salesforce connection with SAP
  • Experience with large scale database system configuration, usage and reporting.
  • High degree of process and workflow analysis and improvement experience.
  • Ability to understand general database structure, formatting, configuration and usage including setting up and maintaining multi-user, relational database infrastructure in an onsite and remote access environment.
  • Thorough understanding of how to use common database query language to produce management reports, train users to produce reports and present data to senior managers (i.e. SQL-Structured Query Language)
  • Proficient in MS Word, Excel, Access, PowerPoint, Window’s OS’s, and Salesforce.com
  • Mastery of data, communications, sales territory assignment, and processing and workflow skills as required to establish/maintain sales force automation/contact management/quote system. Familiarity with software such as ACT, Goldmine, MS CRM, Salesforce.com, Right now, Saleslogix or others.
  • Project Management Skills
  • Must be able to communicate and promote new and innovative concepts relating to customer service, support and the CRM System.
  • Preferred basic graphic design knowledge
  • Ability to work outside of regularly scheduled work hours as needed.

Education, skills & experience:

  • BA level degree preferred
  • Minimum 5 years of experience in customer relations management policy, CRM systems (specifically Salesforce) and procedures and systems implementation
  • In-depth experience with enterprise level customer relations software management system Salesforce.com.

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