Customer Service Associate Director; CRM and CLM

Position Details

Date Posted:

Country:
United States of America

Location:

US-NC-CHARLOTTE-2730 ~ 2730 W Tyvola Rd ~ TYVOLA

Type:
Hybrid

Citizenship Requirement: U.S. citizenship required to access information under this program/contract.

Security Clearance:
None/Not Required

Job Description:

This is a hybrid-based position at one of Collins’ major facilities.

• 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.

• Systems & Program Leadership:
  How to lead complex, end‑to‑end sales and customer service solution delivery across a global Customer Applications landscape, gaining deep experience orchestrating CRM (Salesforce) and CLM (Icertis) teams and processes.
• Global Support Model Management:
  How to operate within and guide a global development/support organization, including APAC and EMEA teams, and refine skills in managing a distributed delivery model.
• Strategic Visioning for Customer
  
  Experience:
  
  Design and execute long‑range strategies that define a connected, seamless customer sales and service ecosystem — strengthening strategic planning, transformation, and enterprise thinking.
• Enterprise Stakeholder Partnership:
  Partner effectively with stakeholders across legal, compliance, operations, transformation functions, SBUs, and BRMs — broadening enterprise communication, influence, and collaboration capabilities.

• 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, 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.

• Cross‑functional knowledge…