Customer Relationship Management (CRM) Specialist

1282 days ago

Location
United States
Role
Other
Contract
Internship
Salary
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Customer Relationship Management (CRM) Specialist

The Customer Relationship Management (CRM) Specialist leads the transition of One Call’s CRM system from Salesforce to Microsoft Dynamics and will own the management of CRM sales process design. This role will serve as a tactical and strategic partner to the Sales organization and will work with departments across the organization to enable and deliver CRM solutions to One Call’s Sales team. This role will lead the creation of CRM processes and reporting tools for the One Call Sales Team in collaboration with the Sales & IT teams. This position requires a working understanding of SalesForce, Microsoft Dynamics and sales processes. The CRM Specialist will support the Sales department in driving growth strategies through effective CRM processes. The CRM Specialist ensures the creation and delivery of appropriate CRM training as well as developing improvement plans based on sales performance reports, customer feedback and internal reports designed to measure CRM effectiveness.

GENERAL DUTIES & RESPONSIBILITIES:

Act as a trusted strategic partner for the Salesforce to Microsoft Dynamics CRM transition
Responsible for the strategic design, implementation, and management of the new Microsoft Dynamics CRM processes
Own the strategy for integrating sales metrics into Microsoft Dynamics
Establish a high level of quality, accuracy, and process consistency
Focus on optimization of CRM integrations

Build and maintain CRM analytics and reporting
Works closely with senior sales leadership to define optimal performance measurements and CRM performance management programs required to ensure Sales organization success
Drive adoption of CRM utilization through design and implementation of appropriate Strategic Sales Objectives (SSOs)
Create appropriate CRM training and reporting in collaboration with internal stakeholders
Identify how CRM workflows and processes can be leveraged to drive a higher level of Sales team performance

Proactively identify opportunities for CRM sales process improvements and work closely with sales management to prioritize opportunities for improvement
Collaborate with Sales and Marketing to optimize lead generation and management through Microsoft Dynamics
Lead collaboration with IT to enable CRM solutions
Continuously optimize – working with IT to enable CRM platform to increase the productivity and effectiveness of the sales team and the customer experience
Support technical campaign implementation alongside our marketing team

Work with marketing and client analytics to report on campaign outcomes & maintain reporting dashboards
Build, maintain functionality, and troubleshoot issues to ensure CRM campaigns run as expected
Analyze CRM information and data, translating findings into actionable deliverables, strategies, targets, messages, and presentations for Sales leadership

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

A BS/BA degree from an accredited college/university
A minimum of 2-5 years’ experience working on the business side of CRM (Microsoft Dynamics and SalesForce experience preferred) technology solutions, reporting and analytics required
Experience in implementing new CRM solutions preferred

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

Excellent CRM knowledge required (Microsoft Dynamics and SalesForce preferred)
Strong Sales process and strategy experience required
Strong project management experience required
Excellent verbal and written communication skills

Excellent interpersonal and conflict resolution skills
Excellent organizational skills and attention to detail
Strong analytical and problem-solving skills
Proficient with Microsoft Office Suite or related software

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
The work environment utilizes florescent lighting; noise level is moderate.

The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
Please be advised this job description is subject to change at any time.