The CRM Implementation Specialist is responsible for supporting technical requirements pertaining to our clients use of CRM platforms. This role reports to the Global Digital Strategy Manager as part of managed services within Global Solutions.
The ideal candidate already has certifications necessary to fulfill vendor partner requirements from the platform. In addition to CRM configuration and administration expertise, the selected candidate must also be engaging, creative, curious, a self-starter and able to collaborate directly with clients when needed. An optimal candidate will be able to navigate new or unfamiliar CRM platforms with a minimum of supervision or exposure and perform admin-level tasks on an ad-hoc basis. The candidate should be well versed on data analytics, reporting and the creation of dashboards for client review.
Essential Functions
- Act as technical resource on various aspects of CRM set-up, maintenance and configuration from a client perspective.
- Provide advisory role in our solutions approach to solving client requirements that depend on CRM tools.
- Able to work independently as well as on a team in a fluid, quick-paced environment. Must be able to team with other CRM specialists and business analysts as needed. Must be able to collaboratively lead other team members in more complex projects and tasks.
- Manages workload, including assigned project management tasks within established scope, budget and timelines.
- Manage personal certifications by staying current on those achieved and obtaining relevant certifications needed to support client’s needs.
- Able to facilitate and/or create knowledge transfer materials for self-support where appropriate.
- Partners with client representatives and key stakeholders in maintaining a consistent enterprise organizational structure across human capital management (HCM) and other related technologies.
Critical Required Skills
- Skilled in technology coupled with business acumen to deliver complex solutions.
- Hands-on experience leading CRM implementation and administration projects and programs.
- Formal certifications (such as Zendesk, Salesforce, Gladly, Intercom, Kustomer, etc.) are a plus.
- Can assess client business needs generally and advise on ongoing optimization and maintenance priorities.
- Practiced in directly interacting with client with minimal oversight and working in a team environment.
- Exceptional analytical and problem-solving skills.
- Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues in an innovative manner.
Educational /
Work Experience
Requirements
- College degree in a technology field such as Information Systems and/or Business Management strongly preferred.
- Minimum of 2-3 years of experience with CRM design and implementation.
- Experience with following roles:
- Implementation
- Administration
- Data Analytics / Dashboards / Reporting
- Project and business experience including:
- Equivalent project lead experience (minimum 2 years).
- Previous experience with change management or business transformation projects.
- Previous experience with projects involving integrations, workflow automation, and solutions involving multiple systems.
- Experience as a Business Analyst and/or Project Manager is an asset.
- Experience managing relationships internal and external, including helping navigate through barriers and aid in solutions.
- Experience working in a team capacity on various projects.