Technical Product Manager - CRM

WHO WE ARE:

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

The Technical Product Manager, Customer Relationship Management (CRM), plays a critical role in ensuring that Society's relationships management products or services meet the needs of users by leading, implementing, maintaining, and enhancing the product(s) within the relationship management business capability.

They bring deep product, functional, and industry expertise to proactively develop solutions to drive key capabilities and Society strategy. This role partners closely with all business capability stakeholders and Business Relationship Managers to understand the business needs to leverage technology to enable the Society's Strategic Plan: connect everyone with MS and their families with the information, resources and support they need to face MS, to make the best decisions for themselves, and to live life on their terms.

They lead the creation and maintenance of the CRM roadmap, acting as the subject matter expert for projects and enhancements that intersect with the products. This involves eliciting user stories and requirements, prioritizing a roadmap of work and partnering with Data Office, Engineering, Technology Operations, and vendors to deliver the solutions. They have a solid technical knowledge of their product(s) including user experience, functionality, data, and integrations that assist them in working with engineers and vendors as well as explaining the possibilities and/or limitations to business stakeholders.

The Technical Product Manager, Customer Relationship Management is essential in ensuring that our Society's CRM products are optimized to enable the critical work of Society staff members around the United States

User Experience and Design Mapping (45%)

• Collaborates with the Fundraising Business Relationship Manager and key stakeholders to develop, manage, and communicate the product(s) roadmap
• Works to understand the priorities and key concerns of the stakeholders
• Develops user stories, business needs, feature considerations/needs per user type
• Anticipates and plans for what stakeholders will need
• Articulates design in business and technical terms and translates appropriately based on audience (business vs engineering)
• Develops and maintains industry expertise and awareness for the fundraising capability's CRM product(s) as well as the solutions utilized to enable these capabilities
• Focuses stakeholder discussions on business needs vs solution specifics
• Partners with solution vendors to align design roadmaps with Society needs

Work Execution (40%)

• Consults with fundraising Business Relationship Manager and business case owner to forecast and approximate benefit and effort of a project or enhancement, applying experience and leveraging comparable benchmarks
• Works with Technology Portfolio Management to sequence approved work (project, enhancements, etc.), balancing quick wins vs. larger investments
• Partners closely with solution vendors to align roadmaps and prioritize work efforts conducted by the vendor
• Partners with the fundraising Business Relationship Manager to maintain a log of tools/systems supporting their capability product suite
• Collects user stories and business requirements related to stakeholder needs. May partner with a Business Analyst where appropriate.
• Partners with Engineering, Application Support, and/or Vendor to prioritize work backlog and solution delivery
• Works with Quality Assurance Analyst to execute solution testing plans
• Ensures solution adoption through key change management techniques including clear communications and training approaches
• Measures benefit once projects or enhancements are launched and factors learnings into future prioritization and forecasts
• Partners and leads solution through key vendors where necessary

Product Management Center of Excellence (15%)

• Collaborates with other Society Product Managers and Project and Portfolio Management to develop and maintain product management best practices
• Collaborates with other Society Product Managers to develop a functional maturity roadmap for Product Management
• Regularly identifies areas of improvement to the Product Management lifecycle

Role Qualifications

• Bachelor's Degree in Computer Science, Engineering, or equivalent work experience; an advanced degree is a plus.
• Excellent business analysis skills are required.
• Requires 6+ years of experience in complex and fast-paced information technology settings.
• Demonstrated ability to elicit, document, and verify business requirements/needs across multiple departments and functions.
• Experience managing all activities to document current business flows, future business flows, and associated gaps.
• Ability to effectively summarize detailed and complicated information.
• Ability to interpret technical language into business terms.
• Ability to translate business language into technical terms.
• Proven ability to influence senior leadership, peers, and vendors.
• Experience working in a matrix organization is a plus.
• Excellent communication, collaboration, and teamwork skills, including experience in executive level communication and presentations.
• Demonstrated ability to organize, prioritize work, and complete tasks within timelines.
• Results oriented "change agent" with the ability to successfully interface with all levels and areas of the organization.
• Management of external vendors to ensure their activities meet defined business value.

Technical Competencies

• Product management experience required.
• Experience with Salesforce Sales Cloud required; Service Cloud, Experience Cloud and Marketing Cloud experience is a plus.
• Agile experience required; certification is a plus.
• Demonstrated computer literacy, including accurate word processing (MS Word), spreadsheet (Excel), PowerPoint, and/or database skills.

This position can be held flexibly and is not tied to any 1 geographic market. The role supports working remote, hybrid or in-person depending on primary work location and personal preference.

Compensation & Benefits:

The estimated hiring compensation range for this role is $91,000 - $109,000. Final offers will be based on the candidate'sgeographic location and consider career experience and may vary from this range due to these and other factors.

You will have the opportunity for a highly competitive, comprehensive benefit package that the Society provides to employees. Your benefits include a considerable Paid Time Off Plan; Paid Holidays; 401k Retirement Savings Plan with Society match; Educational Reimbursement Plan; Professional Development Assistance; Commuter Benefit Plan; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Life Assistance Plan as well as additional voluntary benefit offerings. We value continuous learning and support your professional development through a Professional Development Assistance plan. You will join an incredible mission focused team of people!

The Society has a career framework that is our foundation of a clear, consistent structure for growth and careers. It is comprised of career bands and career levels, as well as functions and disciplines, that together, capture the Society's positions and work.

This position is in the Professional career band and a level of 3 (P3)

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

APPLICATION INSTRUCTIONS:

We appreciate your consideration of our job opportunities and strive to make it as effortless as possible to apply for our positions. With only a few required sections and the option to use our resume parsing tool, we aim to streamline the application experience, saving you time and effort. Additionally, if you wish to include a cover letter with your application, please feel free to attach it along with your resume, and any other documents required, to the Resume/CV document upload section at the bottom of the My Experience page. We appreciate your interest in joining our team and look forward to receiving your application!

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