Insulet Corporation

  • Sr Manager, CRM Solution Design

    Job Locations US-MA-Billerica | US-MA-Billerica
    Posted Date 7 months ago(3/30/2018 12:48 PM)
    Information Technology
  • Position Summary

    The Senior Manager of CRM Solution Design is a critical member of the Commercial Systems team and reports to the Director of Commercial Systems. Working in a dynamic, collaborative team environment, the successful candidate will lead the IT department supporting all CRM solution design.  In this role, the Senior Manager will lead a team responsible for reviewing business process definition, analysis of business problems, reporting & analytics, and ultimately providing direction on the functional solution design to meet business need while working within the CRM architecture.  The team works very closely with the IT business liaison group and the SFDC technical / architect team.  The ideal candidate will have a demonstrated ability to comprehend business process and context, while also having technical skills to assist with design and review of appropriate technical solutions.


    • Lead group responsible for driving functional solutions related to the Insulet Commercial business units
    • Solutions will primarily be delivered via the platform, but could include other technologies as well.
    • Manage a team of solution analysts focused on supporting projects, processes and enhancements for Commercial units such as Customer care, Field sales, Marketing, and Product Support departments
    • Lead key strategic programs that maximize business value
    • Support all applications and processes utilized by Commercial, primarily and our marketing automation tool
    • Assistance with SFDC vendor relationship to ensure system licenses, billing, periodic releases, etc. are all in order and coordinated with Insulet’s growth plans
    • With assistance from additional teams, ensure that programs are clearly defined, strategically aligned, and justified with an effective business case/ROI
    • Partner with the management and business liaison group to establish overall portfolio of programs
    • Work with the top executives as part of annual planning cycles to ensure appropriate capacity plans are in place for program execution
    • Work closely with IT development teams to ensure business processes are properly enabled across multiple platforms
    • Lead efforts to automate business process and improve organizational efficiencies
    • Ensure all projects have detailed functional specs to document what will be delivered to end users, written for a business and IT audience
    • Provide guidance for complex business and solution engineering challenges
    • Mentor staff members on appropriate methodology and documentation practices for requirements, technical specifications, test plans, and application designs based on core SDLC principles
    • Assist staff in their efforts to provide tier 2 application support by isolating issues and implementing resolutions within the established IT change control framework
    • Oversee development and maintenance of reports/dashboards using either SFDC report builder/workbench or other reporting tools
    • Assist in the evaluation of App Exchange tools for feasibility and impact to the business
    • Communicate effectively with business users on the status of enhancements, projects and open production support tickets
    • Manage resources including objective setting, performance appraisal, salary administration, training, recruiting, and career path planning

    Education and Experience

    • Strong knowledge of including workflows, triggers, reporting, general design concepts and overall approach of as a CRM platform.
    • Person in this role must have a strong functional/technical background with SFDC. He/She will be expected to provide intelligent and efficient design concepts for complex projects, as well as mentor less experienced staff in functional delivery.
    • Certification in SFDC administration and/or development preferred.
    • Proven knowledge of the software and systems development life cycle
    • BS in an IT-related discipline such as Computer Science or equivalent experience. MBA a plus
    • At least 8 years of experience working in a Commercial systems Business Analyst or SFDC developer function
    • At least 4 years of experience working on projects related to Commercial/Sales process improvement
    • At least 2 years leading a department and/or large scale project teams
    • Understanding of HIPAA data requirements and impacts to systems or processes
    • Experience supporting or working with a Commercial and/or Call Center organization, preferably in the pharmaceutical, medical device, or any other regulatory controlled industry

     Desired Skills:            

    • Excellent communication, influencing and negotiating skills are critical
    • SFDC functional configuration skills are critical
    • Self-sufficient, flexible, and motivated team player capable of managing several activities simultaneously
    • Ability to work in a deadline focused, dynamic environment, consistently producing deliverables within agreed upon timelines
    • Ability to analyze business processes, design process improvements, and train business users on the new processes
    • Excellent writing skills. Must have the ability to express strategy, technical knowledge, and processes in easily understood presentations
    • Positive, results driven, rational, logical, team player
    • Ability to rapidly learn and take advantage of new concepts, business models, and technologies
    • Ability to work independently & on multiple projects against deadlines
    • Experience in the healthcare, pharma or medical device industry a plus

     Physical Requirements (if applicable):        

    • Limited travel required. Less than one trip per quarter.


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