Customer Service Associate Director (CRM and CLM)

RTX•Cedar Rapids, IA

1d•Hybrid

About The Position

At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. This is a hybrid-based position at one of Collins’ major facilities.

Requirements

Typically requires a University Degree and minimum 12 years prior relevant experience or an Advanced Degree in a related field and minimum 10 years of experience.
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
Experience with large scale system implementation projects.
Experience with Agile framework.
Experience with SAP, Salesforce, MS PowerPoint, Word, and Excel and other applicable software.
Familiarity with aerospace and defense industry and the order to cash business process such as proposals, contracts, pricing, order management, case management or field service.
Ability to communicate with parties within and outside of own function.
Ability to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.
Must be willing and able to travel domestic and internationally 10 - 20% of the time.

Nice To Haves

Cross-functional knowledge of multiple work areas typically obtained through advanced education combined with aerospace and defense experience.
CORE Champion certification (or equivalent) and project management expertise.
Knowledge of Salesforce Sales and Service processes.
Knowledge of SAP order to cash processes.
Familiarity with Collins Aerospace Customer-facing roles and responsibilities.
Work effectively in a matrix and team environment and collaborate across lines of business and function.
Scope and effectively manage multiple activities concurrently.
Align and translate strategy into specific goals/Key Performance Indicator (KPI), tactics, action plans and deliverables; clearly track and report progress to plan at both executive and working team level.

Responsibilities

Organization and Program Lead to ensure the successful end-to-end execution of Sales and Customer Service solutions within the Customer Applications landscape.
Lead functional, architecture and development teams for CRM (Salesforce) and CLM (Icertis) business processes.
Support a global support model framework with development centers in APAC and EMEA.
Build and execute a strategic plan to define a vision for a connected, Customer Sales and Service landscape for internal and external customer experience excellence.
Define current state and future state Customer data journeys, to transform the Customer experience at Collins Aerospace.
Partner with architecture to define and execute the technical roadmap to mature the cross-application integration architecture in support of business customer engagement transformation (ex: SAP, Commerce Cloud, Salesforce, Icertis, EDI, Billing apps).
Identify and partner with the business to track the benefit realization of Office of Transformation initiatives through sustainment.
Partner with stakeholders including central functions (Office of Transformation, Legal, Contracts & Compliance, Operations, RTX Communications), SBU partners and Business Relationship Managers to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification, and support adoption.
Own multi-year licensing agreements and ensuring value and fit out of complex SAAS licensing agreements to meet long-term roadmaps.
Ensure all solutions developed are fit for purpose, in alignment with best practices, prioritize use of out-of-the-box functionality and are built with enterprise scale in mind.
Influence key stakeholders (Digital Technology Senior Leadership Team and functional/business leads) on design, priority, key platform changes and enhancements.
Manage escalations to successful resolution.

Benefits

Medical, dental, and vision insurance.
Three weeks of vacation for newly hired employees.
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
Tuition reimbursement program.
Student Loan Repayment Program.
Life insurance and disability coverage.
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
Birth, adoption, parental leave benefits.
Ovia Health, fertility, and family planning.
Adoption Assistance.
Autism Benefit.
Employee Assistance Plan, including up to 10 free counseling sessions.
Healthy You Incentives, wellness rewards program.
Doctor on Demand, virtual doctor visits.
Bright Horizons, child, and elder care services.
Teladoc Medical Experts, second opinion program.