The US CRM Operational Owner is responsible for supporting the Sales and Service Product Owners, ensuring the CRM system is reliable, scalable, and meets the technical needs of the US Operations organization. This role collaborates closely with the delivery teams, business analysts to translate business requirements into technical solutions, manage system integrations, and ensure data integrity. While not directly responsible for delivery, this position provides technical oversight, establishes best practices, and ensures continuous improvement of the system's performance and security. The role is crucial for maintaining a robust and efficient CRM system that supports the US Ops organization's strategic goals and enhances user experience.
Responsibilities include:
Project Oversight: ensure that technical requirements and constraints are communicated effectively to the delivery team; collaborate with delivery team to address any technical challenges that arise during the development process (e.g., daily stand-ups with US development team).
Technical Support and Troubleshooting: collaborate with delivery teams to address technical issues and ensure minimal disruption to users of CRM tools; provide guidance on resolving system bugs and implementing necessary fixes.
Work closely with Delivery team to participate in Tech Grooming/Refinement Calls, Sprint Planning, Ensure Business as Usual requests are properly routed and responded with reasonable window.
Integration Management: provide oversight for integrations between Sales Cloud, and other systems (e.g., content management, analytical tools, ERP, marketing automation tools, Alteryx); ensure that solutions are designed for seamless data flow and process integration - including managing Contact Data Steward contracted resources.
System Optimization: continuously monitor and recommend optimizations for system performance, scalability, and reliability; ensure the system is aligned with industry standards and technological advancements.
UAT Technical Support: Provide technical support during UAT, ensure proper system setup, and resolve technical issues.
Documentation and Training:
Ensure comprehensive technical documentation for the CRM system is created and maintained by the delivery teams; provide guidance and support for training users and technical teams on system functionalities and best practices.
The US CRM Operational Owner will partner closely with the CRM Business Owner and interact with stakeholders across several teams including all US Commercial Teams (Petcare, Diagnostics and Livestock), ZTD (Delivery & Operations Teams) and others, as needed
Education and Experience:
Bachelor's Degree (or higher) in Computer Science, Information Technology, Business Administration, or a related field
Minimum 2 years' experience in supporting CRM systems, preferably Salesforce Sales Cloud and or Service Cloud
Experience gathering requirements, developing user stories & Testing
Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders.
Experience collaborating with cross-functional teams, including business stakeholders, developers, and IT support staff.
Strong project management skills with experience in leading technical projects from start to completion.
Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders.
Project Management Certifications such as Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP) preferred.
The U.S. base salary range for this full-time position is $82,000 to $118,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
This position is also eligible for short-term incentive compensation.
In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.
Visit zoetisbenefits.com to learn more.
Full time
Regular
Colleague
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