Product Owner, CRM Applications

We seek a dedicated and enthusiastic Product Owner, CRM Applications to enable Avinode Group teams to manage the customer journey and customer engagement as effectively and efficiently as possible. In this role, you help define and support our core processes and success metrics and implement them through systems and data – of which the primary tool is our CRM. This means managing a portfolio of projects, both big and small, to make incremental and step-change improvements.

What you will do

Process definition and oversight

• Identify, analyze and document business requirements
• Ensure key processes are well defined, documented, supported by our systems, measurable, adopted and adhered to by users
• Assess what’s working and what’s not with a drive to make it easier to do business – both for our teams and our customers. Monitor key metrics (such as conversion ratios and time between process milestones) to evaluate the effectiveness of processes and where improvements are needed
• Seek out best practices for SaaS and subscription business models – identify opportunities to apply those best practices to our processes and measures

Product Owner, Champion and Advocate

• Plan and experiment on growing CRM to meet the evolving needs of the business
• Manage periodic upgrades: troubleshoot and fix bugs and system issues
• Create CRM specifications for new processes or functionality
• Implement agreed changes in CRM by either building and testing them yourself or working with CRM consultants
• Document and train users on new capabilities, following up to ensure adoption
• Ensure data quality and regular cleaning to ensure a healthy and sustainable CRM
• Support commercial initiatives with CRM, leading change initiatives and projects as agreed and prioritized

Data insights and delivery for Avinode Group teams

• Collaboratively define where data is mastered and shared to ensure sustainable data
• Drive and support system integration projects to share or pass relevant data between systems
• Identify and help deliver data to employees at the right time in helpful ways to enable them to be effective in customer interactions and managing customer relationships
• Define and build dashboards in CRM to support our different teams to get insights

Project Management

• Define and deliver new projects as they are identified and prioritized across the Avinode Group
• Follow and role model Project Management best practices
• Deliver in a Lean and iterative way

What you will bring along

• Working knowledge of Microsoft Dynamics 365 and Salesforce, Salesforce certification is preferred
• Ability to break down ideas into building blocks, provide structure and define processes
• Analytical and critical thinking – you use both data and user input as the basis of your recommendations and assessments
• Practice and champion of Lean methodologies
• You are curious, eager to experiment and try new approaches and tools, constantly looking to improve both yourself and the business
• Effective communication with strong influencing skills – you can build consensus and “bring people with you”
• A self-starter, resilient and adaptable – you are comfortable working with ambiguity and can work remotely from your manager
• Proven extensive administration/development experience with customer relationship management technologies
• 5+ years agile or lean project management experience in building and supporting CRM applications – you work through the project management process with consistency and champion best practices throughout the organization
• Bachelor’s degree or equivalent
• Experience working at a SaaS company
• Ability to travel internationally

Want to join our crew?

Sounds like a fit for you? You’ll find more fun facts about our Noders (that’s what we call ourselves) and our culture on our website.
Kindly apply for this position through the “apply” button with your CV and cover letter in English as soon as possible. Please note that selections will be running continuously so don’t wait to apply!