PURPOSE AND SCOPE

As a member of the FMCNA Sales Operations team, support the various customer facing organizations through the day-to-day operational support of their key systems and processes.  Provide problem resolution to the business on existing functionality while also engaging in both planned and ad-hoc business system and process improvement enhancement projects.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Day-to-Day operational management of Fresenius' Customer Relationship Management (CRM) tool and it's peripheral tools and systems:

  • Management of system accounts and master data
  • Support of field staff with issue resolution
  • Working with IT to provide system-issue resolution and deployment of new functionality
  • Documentation of system processes and training materials.
• Become a subject matter expert for CRM system.
• Work closely with business unit leadership to respond to, and proactively identify, challenges that can be solved with system improvements.
• Lead the prioritization, tracking, delivery and communication of system changes to the business unit.
• Educate and evangelize CRM best practices to internal customers to ensure solutions delivered are best of breed for Fresenius' business model and current market strategies.
• Extract requirements through interviews with stakeholders, document requirements, formulate configuration approach, configure, unit test and demonstrate working software to meet the client's requirements
• Proactively conduct interviews with all stakeholders to elicit detailed functional and system requirements managing the requirements throughout the course of the project.  Work closely with stakeholders to understand and document project business and system requirements.
• Work closely to support project members and various project teams.
• Facilitate product training with internal customers.
• Act as liaison between Fresenius business users and the IT team
• Ability to attend virtual meetings.
• Break down problems into smaller components, understands underlying issues can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
• Perform all job functions consistent with Fresenius policies, procedures and core values. 
• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Occasional travel as required.

EDUCATION

• Bachelor's degree required with specialization in Business (Finance) or IT a plus.
• MBA a plus.

EXPERIENCE AND REQUIRED SKILLS

• 3-5 years related experience, or 1-3 years' experience within a B2C Sales Operations organization.
• Excellent inter-personal skills are a must with a strong proficiency in building professional networks.
• Must have excellent communications skills - both oral and written.
• Demonstrated experience generating complete Business Requirement documents from business processes and needs at varying levels, from small changes to major projects.
• Previous project management experience a plus.
• Previous CRM system support experience a must.
• Experience and knowledge of healthcare delivery, specifically nephrology operations, are a plus.
• Proficient with PCs and Microsoft Office applications.
• Strong penchant towards critical thinking and problem-solving with above average analytical skills.
• Ability to manage multiple high priority tasks in the face of day-to-day deliverables.
• Ability to work creatively, analytically and independently in a problem-solving environment.

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Annual Rate: $70,000.00 - $118,000.00

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.

Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors