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Customer Applications Manager

LifeLabs

This is a Contract position in Toronto, ON posted December 1, 2020.

Improve lives. Love your job. Grow your career.

 

At LifeLabs, we are focused on our vision of building a healthier Canada! We are the largest community diagnostics laboratory in Canada with over 350 collection centers, 21 laboratories and service over 19 million patients each year. 

 

Caring, Agile, Customer Driven, One Team – We live our values every day in what we do to help our patients and healthcare providers. With over 5,000 employees, we all make a difference and that is why our people are so important to us.

 

The Customer Applications Manager owns the operation of the customer platform including the design, analysis, implementation and support of computer systems and solutions including but not limited to MS Dynamics CRM and Digital Assets.

 

This role is also responsible for developing and maintaining essential procedures and processes for supporting systems of medium to high complexity including leading a team to evolve and support the platform.

 

The customer facing L2 support team also reports to this role.

 

ACCOUNTABILITIES:

  • Collaborate and partner with IT leaders, functional stakeholders and departments to ensure successful platform services and maintenance are provided for CRM and Digital solutions.
  • Manage the Customer Application team and partner resources, set clear goals and objectives, measure performance, mentor, coach, and enforce adherence to best practices, processes and policies.
  • Work with partner/vendor resources (both onsite and offshore) to help deliver managed services support.
  • Oversee customer platform by continuously improving availability and ensuring delivery of critical system led business deliverables. 
  • Develop, document, maintain and ensure adherence to key processes.
  • Manage and report on SLA’s and metrics.
  • Estimate and manage enhancement and support work.
  • Manage prioritization to maintain efficiency in support services technical leadership on large scale CRM ecosystems including integrations, reporting tools and data administration. 
  • Able to provide guidance and insight to impacts of system configurations an Daily coaching, mentoring, and monitoring of work d changes. 
  • Responsible for L2 Results Delivery Team
  • Weekly status reporting, Presentations, First Contact of Escalations
  • Status and Road Mapping Discussions related to the platform
  • Management and Oversight of Application Managed Service Providers

 

REQUIREMENTS:

  • University or College Degree 
  • 12-15 years of experience
  • MS Dynamics CRM
  • Digital Assets and Tools
  • Project Management experience
  • Effective communication at C-Suite level
  • The ideal candidate will have a deep knowledge of CRM administration and a passion for using digital tools to optimize the customer experience and drive business results.
  • Digital Assets and Tools

LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively, please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at (416) 675-4530.


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