Senior Customer Relationship Management Business Systems Analyst

Overview

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries.  We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are.  We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences.  We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

• A unique, inclusive and supportive company culture.
• Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
• Fair and competitive compensation.
• Career development and mentoring and opportunities to grow.
• Holiday, personal and vacation days.

Summary/Objective:

The Customer Relationship Management Business Systems Analyst is responsible for identifying and executing on the delivery of premier digital experiences, products, and services for Lippert customers and team members. This individual will work diligently to align key stakeholders across the business to successfully execute on projects to connect customers with Lippert more effectively.  As a lead in the delivery of digital capabilities and services across Lippert businesses and geographies, this person will handle the end-to-end lifecycle of features within Lippert’s CRM environment. This team member will further identify opportunities to deliver increased value from new or existing CRM features and services. The primary goal of this role is to enable our customers and our business in key technology decisions and product delivery. The success criteria will include on-time, in-budget delivery of technology solutions that align with and enhance our core values and strategic pillars.

This role will support a complex CRM (currently Salesforce.com) environment, including Sales, Service, Marketing, Community, Field Service, and custom development capabilities. Multiple third-party applications are in-scope for this role as well.

Duties and Responsibilities:

• Product Ownership: Play the role of CRM Product Owner, accountable for a product in its entirety on behalf of an organization, when product ownership doesn’t fall directly to a business stakeholder.

• Capability Delivery: Build, test, and support new and improved capabilities on Lippert’s enterprise CRM platform (currently Salesforce.com). Train and support end-users across Lippert’s business to build a CRM mindset and grow adoption. 

• Product lifecycle: Take responsibility for the end to end execution and delivery of a large scale Digital Customer Journey. Work with team members across the organization from design to delivery to launch. Maintains roadmap and project backlog in collaboration with business and IT stakeholders. Manages delivery challenges and defines rollout strategies. Make thoughtful decisions on the fly, constantly clearing roadblocks to getting the product/solution live. 

• Opportunity Assessments: Work with stakeholders to support the creation of detailed business cases for new features and product enhancements that leverage data, market and customer insights. Clearly define expected outcomes for all new product features and enhancements. 

• On-Going Delivery: Accountable for configurable builds, measurement, planning and on-going enhancements of digital features on Lippert’s CRM. 

• Prioritization: Set clear/measurable objectives and align team resources appropriately to achieve business goals aligned with strategic focus.

• Feature Specifications: Responsible for defining and writing feature specifications and user stories, reviewing with stakeholders, and ensuring successful delivery.

• Stakeholder Management: Collaborates with sales, marketing, customer service, customer experience, security/compliance, and other technology teams to bring the digital CRM experience to life. Remove obstacles to delivery and ensures successful feature deployments.

• Analytics: Measures clear KPIs and maintain a product scorecard. Derive clear insights, and build expected outcome models. Capture metrics to measure how Lippert’s CRM is performing and how it can be improved. Ensure on going monitoring of post-launch results through analysis and reporting.

Working Conditions:

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

• 6+ Years BSA experience

Competencies:

• In addition to the core expectations of a Business Systems Analyst at Lippert Components, the Senior BSA will: 

  • Leverage 6+ years of BSA experience to guide best practices, platform architecture, and customer relationship excellence across the business
  • Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying and initiating projects; managing resources; driving the resolution of issues; and holding self and team accountable for results 
  • Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results 
  • Stay current with customer needs and strategies; utilizing formal and informal written communication methods (for example, emails, newsletters, PowerPoint presentations, executive updates, task lists, updates) to communicate updates and findings; and facilitating project meetings and presentations to all types of diverse audiences (for example, senior management, customers, technical staff)

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:
This is an office setting job.

Position Type/Expected Hours of Work:

This is a full-time salary position, and hours/days of work are decided by production schedules and your reporting manager.

Travel:

Travel will be minimal and will be primarily local during the business day.

Work Authorization/Security Clearance:

Must be legally authorized to work in the United States.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay Group : AAP/EEO Statement

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.  This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.  All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.  Compliance with the letter and spirit of this policy is required of all team members.  Violations of this policy should be immediately reported to your leader or to any member of leadership.  Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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