Job Description

The CRM Implementation Specialist participates in the implementation of CRM projects and designs technical solutions for the CRM software. They gather and analyze business requirements, develop and implement CRM customizations, and monitor usage to identify areas of improvement. They provide technical support to clients, collaborate with cross-functional teams, participate in testing and implementing new software releases, and continuously improve technical processes and procedures. Excellent analytical, problem-solving, communication, and interpersonal skills are required for success in this role.

Essential Functions

• CRM Solutions Design: Participate in the implementation of CRM projects from start to finish. Gather and analyze business requirements to design technical solutions for the CRM software. Facilitate regular project status meetings and provide regular status updates to stakeholders. Develop in a low code environment (using language unique to our platform), test, and implement CRM customizations to meet business needs. Analyze customer feedback to identify areas for improvement in the CRM software.
• CRM Success Management: Build and maintain strong relationships with assigned departments and products. Monitor and analyze the CRM usage to identify improvement areas. Identify, develop, and execute strategies to increase the adoption of the CRM. Conduct regular reviews of business units to assess the success of their CRM implementation and identify areas for growth. Stay up-to-date with the latest industry trends and technologies related to CRM software.
• CRM Product Support: Provide system/user level technical support to clients for CRM software-related issues. Respond to client inquiries and resolve problems in a timely manner. Identify and escalate opportunities for process improvement, system improvement, or trending user issues to development teams. Assist in escalations of technical support to end users and resolve software issues in a timely manner. Collaborate with cross-functional teams to identify and resolve software bugs. Assist in training and supporting the end users, ensuring effective use of the CRM software.
• CRM Administration: Participate in the testing and implementation of new software releases. Participate in the design and implementation of data architecture migration strategies. Participate in the continuous improvement of technical processes and procedures.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Business Administration, Infromation Technology, Computer Science, Economics, or related discipline.
• 3+ years' in business analysis, product support, solutions design, systems administration, success management, or related experience.
• 1+ years' CRM software experience
• 1+ Citizen development (low-code development).

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Organizational and customer service skills with effective abilities in written and verbal communication.
• Planning and multi-tasking skills.
• Attention to details and easily connects the details to the bigger picture.
• Business analysis and problem-solving skills and proven ability to identify and recommend solutions to issues, concerns, and challenges.
• Communication skills and the ability to interact with all levels of analysts, business users, vendors and technical resources throughout the organization.
• Self-starter with strong work ethic and ability to excel in fast paced, high demand environment.
• Attention to detail and exceptional customer support.

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $70,824 to $92,950 per Year (I14)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

We anticipate this position to close on 7/15/2024. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)