Lead, Business Applications Analyst, CRM - Remote (US)

Welltower™ Inc. is a global leader in residential wellness and healthcare infrastructure, transforming senior living and wellness-focused real estate. The Lead Analyst, Operations – Business Applications will be pivotal in implementing and supporting Welltower’s Yardi CRM and RentCafe modules, aiming to streamline sales processes and improve operational efficiencies.

Responsibilities:

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives
• Provides expertise in designing and optimizing resident journeys, ensuring standardization
• Work closely with the Yardi Implementation team and third-party data consultants in the execution of the implementation of the CRM and RentCafé modules
• Works closely with AVP, Operations in the development and implementation of comprehensive training programs across multiple mediums
• Contributes to maintaining project plans and timelines
• Conducts comprehensive training to ensure proficient CRM and RentCafe system use
• Provides ongoing support addressing issues, and continuously optimizing workflows
• Collaborates with internal support teams to resolve challenges
• Implements quality assurance processes
• Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture
• Establishes best practices and ensures solution delivery adheres to defined standards
• Manages to business case or approved budget by controlling spend related to one-time and recurring costs while generating value or earnings by driving ROI
• Develops regular and thorough status communications for senior leadership and stakeholders
• Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

Requirements:

• Ability to manage portfolios of work
• Solid understanding of project management and agile practices, with the ability to teach and coach others
• Keen ability to engage and work with different teams
• Strong interpersonal, conflict management, and communications skills
• Effective documentation and reporting skills
• At least 8 years of operations, financial, or technology implementation
• Strong understanding of customer journey design and best practices
• Proven experience working on complex CRM implementation projects
• Project Management and Technical Support experience
• Experience planning and working on implementations of system changes in a SOX environment
• Preferred experience with Yardi's CRM, RentCafé and associated modules
• Bachelor's degree in accounting, finance, marketing, or a related field
• Agile, Six Sigma, or PMP certification