Job Description

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

This strategist role will be responsible for helping Carrier identify opportunities to grow and scale it’s capabilities within Customer Relationship Management (CRM) and Field Service Management (FSM) solutions. This will include development of product roadmaps, review current solutions and processes, evaluate maturity of existing solutions, review license utilization and adoption and complete competitive market analysis.

This role will additionally help drive strategic product analytics within CRM and FSM and work with various groups including Finance, Sales, Product Management, Marketing, Operations, and Engineering to align on a shared vision and help drive execution forward.

Key Responsibilities

• Identify critical assumptions, establish success metrics, and use data to inform decisions related to CRM and Field Service.
• Develop and present business cases that articulate the strategy, total cost of ownership (TCO) and return-on-investment, to acquire and incorporate cross-functional feedback and ultimately achieve executive approval.
• Support delivery and product teams responsible for building out Carrier’s digital sales and service capabilities globally
• Work closely with internal and external stakeholders to prepare and communicate for Salesforce and ServiceMax product launches and new releases
• Develop deep know how and understanding of Carrier’s business & performance across segments and business units
• Drive process transformation across planning and performance management cycles with a focus on tool/ system modernization.
• Work with Carrier leadership teams to create a compelling vision across people, process, and technology to drive departmental success with quarterly roadmaps / critical milestones to lead transformation through continuous improvement, and implementation of scalable process & technology
• Engagement with Digital and Business Unit leadership including facilitation of product sessions, executive level presentations, and road mapping sessions.

Key Skills

• Deep understanding of the Salesforce.com and hands-on experience with the platform
• Proven ability to work with virtual teams, manage projects and deliver results in a diverse stakeholder environment
• Excellent communication skills, and ability to rally team members around a common vision. Strong deck-writing and upward-influencing skills.
• Executive presence and ability to influence senior leaders to drive change
• Strong analytical, strategic, and creative problem-solving skills.
• Business owner mentality, willingness to roll up your sleeves and do whatever is necessary.
• Team player with a positive, collaborative work ethic.

Required Qualifications

• 5+ years of experience in Salesforce.com including product management, customer success and technical program management
• 5+ of experience in business process design for end-to-end optimization of sales and service processes
• 5+ years of experience working with cross-functional teams including downstream systems like ERP and integrations
• Bachelor’s degree

Preferred Qualifications:

• Agile and SaFe experience
• The ability to simplify the complex, quickly define core problem and frame the solution approach
• Success collaborating across teams and regions to achieve standardization and drive enablement across the enterprise (pull vs. push strategies to help reps more effectively sell).
• Success collaborating across teams and regions to achieve standardization and drive enablement across the enterprise (pull vs. push strategies to help reps more effectively sell).
• Experience in industrial/manufacturing software segments

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