Job Summary

Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The CRM/SFE Associate Director is a key leader on the Sales Operations team responsible for strategic business transformation and process unification initiatives across the enterprise in a number of disciplines in the CRM/SFE program effectiveness, sales process management, pipeline management/forecasting and sales technology oversight functions. This role is responsible for leading a team comprised of both business process and technical analysts to increase sales performance and effectiveness through the use of CRM/SFE related systems, activities and applicable technologies within an Agile framework (primarily Salesforce.com). This position requires a high degree of strategic oversight, managerial due diligence, interaction with both corporate and field executive sales leadership and field personnel, continually interacting with outside vendors and consultants, and cross-departmental partnership/alignment/consulting with various internal groups such as Sales, Marketing, Contracting, Field Service, Finance, SIOP, Analytics & Data Strategy, IT, etc.

Principal Duties and Responsibilities

• Act as an Executive Advisor and Business Transformation leader in the CRM/SFE process and technology space • Act as an Experience Design (XD) and Voice of Customer (VOC) leader in all stages of the sales process lifecycle • Act as a primary CRM/SFE solutions Product Owner • Act as both a leader and participant in overall CRM/SFE Governance and Steering Committee activities • Unify both similar and dissimilar business processes and workflows across the enterprise through the use of CRM/SFE technologies and solutions • Lead and participate on large and enterprise scale projects to create efficient and effective solutions • Partner and initiate design/tiger teams, consult with and perform continuous outreach efforts with various business stakeholders at both the Executive and Line level to solve business problems with process improvement and technical solutions in the CRM/SFE space • Create and implement CRM and SFE change management efforts with both field and corporate stakeholders • Contribute to the creation and implementation of the Commercial Sales Strategic Roadmap representing all applicable systems and user groups • Interface with various software vendors/partners in the design, development, prioritization, testing and deployment of both business and technical solutions • Analyze, evaluate, develop and provide action plans and recommendations for the improvement of current state service offerings, processes, policies, procedures and practices involving CRM and SFE systems • Work directly with various stakeholder groups on all software lifecycle stages - design, develop, test, validate, deploy, administer, manage, govern, optimize, enhance, etc. • Assist in the delivery of instructor-led in person and virtual training sessions that are tailored to particular functional groups that relate directly to their day-to-day activities • Participate in the execution of functional test scripts and risk/Issue identification & mitigation approaches • Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate and ensure data integrity by merging duplicate Leads, Contacts, and Accounts • Maintain and communicate system metrics to track trends in usage and data integrity • Employ both process and technical expertise involving complex criteria/situations • Perform ad-hoc tasks using available tools and resources, leveraging the skills of those within and outside of the team

Expected Areas of Competence

· Excellent verbal and written communication skills · Excellent interpersonal and stakeholder interaction skills · Ability to effectively lead and initiate complex change · Ability to seek out process improvement opportunities and make recommendations · Ability to quickly understand and adapt to processes, policies and systems used by internal and external personnel · Consistently show energy, drive, accountability, due diligence and detail orientation · Must have experience in developing and implementing training and adoption of Salesforce.com in a rapid deployment timeline through face-to-face and remote/video conference methods · Strong project management and collaboration skills with the ability to lead a cross-functional team and build relationships with multiple stakeholders, both internally and externally with users ranging from executive to line level · Strong analytical and reporting skill set and customer focus · Strong communication skills in facilitation, listening, writing, and questioning · Experience incorporating adult learning principles, learning styles, and training-delivery platforms · Experience using e-learning technologies and strong understanding of SDLC methodologies (Agile, SCRUM, other)

Education/Experience Requirements

· Bachelor’s degree required in Business, Computer Science, Information Systems or other relevant field · MBA or graduate degree preferred · Certified in multiple Salesforce CRM disciplines · 10-15 years of Salesforce experience · Minimum of seven (7) years interfacing/consulting with Executive level sales and marketing leadership · Minimum of five (5) years experience with direct people leadership/management · Minimum of seven (7) years experience in developing and implementing change management programs for technology system implementations · Previous experience working in healthcare preferred

Travel Requirements

Up to 15%

Additional Information

At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated. EOE/M/W/Vet/Disability