CRM Project Manager

Job Title: CRM Project Manager
Duration: 12 Months
Client: City of Sunnyvale, CA
Location: Sunnyvale, CA

NOTE: This is an onsite role.

Position overview:

• As a modernized CRM system to provide Sunnyvale s community (residents, customers, visitors) with enhanced services and easier user experience.
• Providing a variety of intake methods from Sunnyvale s community to include a mobile application, web portal, phone and text functions in order to provide robust self-service
  functions.
• Enhance functionality currently offered and to improve business processes, work management and customer service through automation.
• Increase workflow automation through efficient systems integrations to the City s work order management and GIS systems.
• Streamline workflows for Sunnyvale, staff enhance service delivery and set service levels for accountability.
• Provide better decision-making and oversight through robust dashboards and reports.
  Incorporate the latest technological advancements enabling the adoption of industry best practices and technology changes, such as the use of a mobile application and Artificial
  Intelligence (AI)
• Prevent data security breaches

Job Description:

• Project Initiation & Planning
• Provide Internal Coordination and Planning for project ramp up, implementation and transition to support
• Assist with the determination and assignment of project resources identified by Catalyst
• Assist in finalizing the Scope of Work, timelines, and contract with Catalyst Consulting Group to ensure the City s desired goals are accounted for
• Review Catalyst documents with the City and provide support in gathering requested information by requested deadlines to ensure the project moves forward in a timely manner
• Provide systems infrastructure and implementation planning and coordination
• Review the technical specifications provided by Catalyst and Salesforce and provide guidance on best practices based on the City s size and needs for licenses and module deployment
• Coordinate across the City s Information Technology team to ensure the proposed solution hardware and software components are installed, configured, and mobile app
  developed per the solution requirements
• Provide ongoing project oversight and planning, to include participating in project planning meetings with Catalyst and the City
• Manage the project schedule, as the City s project manager, working with the Catalyst project manager, executive sponsors, and the project team
• Ensure clarity of resource commitments and responsibilities through the use of a responsible- accountable-consulted-informed (RACI) role matrix, that clearly defines roles of City-staff and vendors for all phases:
• Implementation project, transition to production and production support.

Assess, Define, and Design

• Provide best practices knowledge on workflow design and automation for the City s CRM
• Work with Catalyst and City staff to ensure current- and future- state analysis documentation is centrally tracked and is given adequate input to ensure the design meets the City s goals
• Coordinate within the City to ensure all required City attendees are invited and can provide input on the proposed workflows and design of the CRM

Implementation

• Work with Catalyst, the City s IT team and department SMEs responsible for data management on data conversion planning, data mapping, data extraction, data cleansing, testing, and data
  issue resolution from MS Dynamics to Salesforce
• Work with Catalyst, the City s IT team and department SMEs responsible for relevant 3 rd party systems (e.g.
• Work Order Management, GIS) to ensure interfaces are designed, developed,
  documented, and implemented appropriately
• Work with Catalyst, the City s IT team and department SMEs to design and develop the dashboards and reports needed to enhance tracking, visibility and service levels
• Work with Catalyst, the City s IT team and department SMEs as appropriate to ensure the mobile application is designed and developed in accordance to the City s style guidelines, ADA
  compliance, technical and security specifications
• Work with Catalyst, the City s IT team and department SMEs as appropriate to ensure the web portal is designed and developed in accordance to the City s style guidelines, ADA compliance,
  technical and security specifications
• Work with Catalyst, the City s IT team and department SMEs as appropriate to ensure the possible phone integration for call agents is designed and developed in accordance to the
• City s style guidelines, technical and security specifications
• Work with the City s IT team to review system installation and ensure Salesforce operates as expected
• Ensure system customization avoids code changes or alterations that could cause issues with ongoing support and maintenance or interferes with upgrades being easily installed
• Work with the City to support coordination of build validation activities facilitated by Catalyst
• Assist the City with best practices on workflows and SLAs to be configured within the system

Change Management, Training and Handover

• Ensure proper change management documentation and planning is conducted
• Ensure a training environment is built to support training and validation needs
• Ensure User Acceptance Testing (UAT) is properly scheduled and issues tracked and resolved in a timely manner
  Coordinate with Catalyst and city staff to establish a robust training plan and training schedule for the various roles (Answer points, department administrators, IT system administrators, etc.)
• Ensure the support RACI matrix is understood by identified resources, as required for proper ongoing support
• Ensure a proper production cutover checklist is established and followed by Catalyst and city staff
  Provide oversight and guidance with production cutover, go-live and post-production support transition

About Us:

Since 2000, Tri-Force Consulting Services ( has been an MBE/SDB certified IT Consulting firm in the Philadelphia region. Tri-Force specializes in IT staffing, software development (web and mobile apps), systems integration, data analytics, system automation, cybersecurity, and cloud technology solutions for government and commercial clients. Tri-Force works with clients to overcome obstacles such as increasing productivity, increasing efficiencies through automation, and lowering costs. Our clients benefit from our three distinguishing core values: integrity, diligence, and technological excellence.
Tri-Force is a six-time winner among the fastest-growing companies in Philadelphia and a four-time winner on the Inc. 5000 list of the nation's fastest-growing companies.