CRM System Administrator
The purpose of this position is to establish, maintain, and administer the organization's membership database and related applications. This is accomplished by providing CRM support, improving database efficiencies, analyzing and understanding current business processes, evaluating, introducing, and implementing new technologies to further the goals of our staff for our membership, developing and implementing data standards, verifying contract information, and generating reports.
The ideal applicant has at least 7 years of experience implementing and supporting CRM solutions. This position calls for highly developed analytical thinking and problem-solving abilities. It also requires effective communication with stakeholders, employees, and management. This person takes the initiative as a team member who can forge strong bonds of cooperation.
Responsibilities: Manage the CRM product vision, product roadmap, and prioritization of features against business needs, technology initiatives and industry standards. Helps to develop a vision, business requirements, and functional design documentation in collaboration with technical teams, stakeholders, and subject matter experts for product enhancements and CRM projects. Drives member related business processes and support documentation in collaboration with stakeholders. Conduct research to determine whether solutions to business/technical requirements currently exist, and if not, whether new solutions are feasible. Import data needed to update CRM records. Support end users and help address issues related to CRM on a daily basis Manage the training solution delivery model, which may include providing training to users on new functionality, giving refresher courses on existing functionality, and updating training materials. Oversee testing of new functionality as part of User Acceptance Testing. Provide critical thinking and facilitate discussions needed to drive outcomes and results to meet project goals by serving as cross-work stream SME and escalation pointCommunicates with stakeholders across the enterprise. Responsible for adjusting or recommending enhancements in systems and processes to solve problems or improve effectiveness. Ability to manage and work with 3rd party vendors to address issues or implement solutions.
Qualifications: BA/BS, preferably in a technology-related or business field. At least 7 years' experience with CRM - D365 product application management and/or implementation. Proven ability to: Lead complex projects and run multi-departmental project teams with minimal supervision; Drive complicated system issues to closure. Translate business requests into organized, clear and concise business requirements and document workflows and processes. Query, analyze, and interpret data and functionality problems in complex computer systems. Experience on end-user training on MS Dynamics CRM Functionality. Superior verbal and written communication skills, with the ability to interact effectively with diverse groups of global stakeholders.. Excellent interpersonal skills and the ability to maximize positive customer experience for staff who use CRM and for League membership. Advanced analytical thinking and problem-solving skills. Experience integrating CRM with an ERP system and other platforms. Proficient in MS Office suite (Word, Excel, PowerPoint, Visio)
NCLM Full-Time Employees Enjoy Generous Paid Time Off, Participation In The NC Local Government Retirement System, 401k Plan With 4% Employer Match, And Employer Paid Medical, Dental, Vision, And Life Insurance, And So Much More.
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