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POSITION SUMMARY

The Customer Relationship Management (CRM) Specialist is the subject-matter expert for software platforms designed to manage and track all interactions with potential and existing customers, encompassing both marketing and sales. The candidate will lead efforts for the continued education, administration and evolution of application usage; ensure data integrity; enhance data literacy and safeguard enterprise process adherence as well as assist in resolving system-related issues.  

PRIMARY RESPONSIBILITIES

Product Strategy and Development

• Gains a thorough understanding of Associate needs and uses that knowledge to help deliver a best-in-class Customer Relationship Management experience.

• Translates business goals and end-user needs into CRM product strategy; communicates direction and platform product priorities to both internal teams as well as external partners.

• Identifies goals, metrics, and analytics to determine product value; makes recommendations and refinements to the CRM product backlog based on learnings.

• Conducts end-user research to help identify and/or refine user stories and help determine requirements.

• Produces design, identifies solutions, and/or configures CRM product settings, objects, flows, etc. to ultimately deliver periodic changes to applications following agile methodologies.

Technical Expertise and Integration

• Proficient in all CRM products supporting Marketing, Business Development & Operations.

• Monitors CRM product offerings and feature sets, as well as future roadmap and periodic releases.

• Works with cross-functional teams to identify integration opportunities with other key business systems, including Hubspot, Cosential, Qualtrics, and others.

• Technical ownership of other Sales & Marketing platforms.

• Evaluates business processes, anticipates requirements, uncovers areas for improvement, develops and implements solutions.

User Experience and Training

• Handles Associate configuration, onboarding, and continued trainings ensuring Standard Operating Procedures (SOPs) are updated and available.

• Advocates for the end-user and stakeholder by empathizing with and understanding user needs to become a domain expert.

• Partners with Talent Development to deliver training for business users to optimize processes and increase efficiency of usage.

• Assists in the production of supplemental training materials for global and regional use.

• Creates training materials and troubleshooting documents.

Quality Assurance and Testing

• Documents, reviews, and ensures that all quality and change control standards are met.

• Formulates, tests, and refines assumptions through user research and testing.

• Creates, prioritizes, and accepts user stories; incorporates them into release planning.

• Conducts user testing and upgrades CRM systems.

• Develops and executes testing plans for solutions.

Communication and Collaboration

• Participates in standups, iteration planning sessions, product demos, and retrospectives.

• Condenses complex technical concepts into non-technical language for stakeholders.

• Fosters communication with team members to drive value and collectively identify and resolve impediments.

• Regularly works with the product team to continuously assess progress, disseminate lessons learned, and understand next steps.

• Represents the Technology group at key business development, customer experience, and marketing meetings to coordinate and manage the implementation of various technologies.

MINIMUM QUALIFICATIONS

• Bachelor's Degree in IT-related field, or 3+ years of relevant experience

• 2-3 years of experience with CRM applications including Unanet, Qualtrics and HubSpot

• Strong understanding of business development and marketing

• Excellent problem-solving and analytical skills

• Ability to work independently and as part of a team

• Excellent written and verbal communication skills

WORKING CONDITIONS

The position requires work in an office environment. 

Note: This job description reflects a summary of the job and does not prescribe or restrict the responsibilities that may be assigned.  The job description is subject to change at any time.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans