Position Title: Senior CRM (Client Relationship Management) Administrator
Department: Client Experience
Group/Division: Support
Reports to (Title): Director of Client Support
Date Created: December 2024
Summary
Client Relationship Management (CRM) Administrator utilizes a Microsoft Dynamics ecosystem to support a broad range of organizational initiatives. This position performs a wide range of tasks, including general system administration, system implementation and configuration, custom report and dashboard development, maintaining data integrity, optimizing performance, import of other databases and/or data, and recommending and implementing enhancements.
Essential Duties/Responsibilities

• Lead in administrating Dynamics and other third-party applications inherited that need to be merged into Dynamics while minimizing bad information (Ex. duplicates).
• Utilize Power Automate to assist with automating repetitive tasks such as creating new records, updating existing ones, sending notifications, triggering approval workflows, integrating with external systems and streamlining data synchronization across different applications.
• Manage Dynamics security roles, profiles, sharing rules, automations, permissions, and groups.
• Data management: perform database maintenance tasks, including data hygiene, duplicate management, and system diagnostic tests. Validate data in Dynamics and serve as a point of contact for reporting, form management, and integrations.
• Design, prepare, verify, and update business reports that provide actionable business intelligence for meetings, outreach, and senior management.
• Process improvement: identifying opportunities to streamline workflows and improve CRM usage within the organization to align with business needs.
• Create and maintain business process and solution design documentation.
• Customize fields, workflows and functionalities as required. Strong understanding of the Lead, Account, Contact, and Opportunities records as well as custom records.
• Troubleshooting and issue resolution to both identify and assist in resolving technical issues related to the CRM system, including how it integrates with additional systems such as project management, marketing automation, quoting and finance software applications.
• Adding and maintaining trade show information in Skyline's custom Show record table.
• Designing and producing Views and Dashboards.
• Writing and updating guides for new and existing processes.
• Training and support: serve as lead for conducting onboarding and training for new Users, as well as point person for promptly supporting and answering ongoing questions to all end-users.
• Managing and lead adoption of CRM across multiple business units; monitor and maintain/enforce process standards.
• System maintenance and upgrades: stay up to date with product knowledge, releases and upgrades, and propose and implement CRM enhancements.
• Assist with building campaign and email lists for marketing, events, and outreach activities.
• Other general office and administrative support and special projects as required.

Education/Certification

• Bachelor's degree or equivalent work experience required

Experience

• Minimum three years working knowledge of Dynamics as a system administrator, CRM owner, or equivalent role required. Microsoft Dynamics experience preferred.

Knowledge, Skills, and Abilities

• Strong analytical ability and declarative configuration skills.
• Strong understanding of CRM principles and best practices.
• Proactive self-starter with a willingness to research and learn.
• Ability to work independently as well as in a team environment, including cross-functionally with sales, marketing, finance, project management, and customer service teams to ensure alignment with CRM strategies.
• Communication: Capacity to listen effectively; respond clearly and directly, use vocabulary appropriate to the situation; prepare clear, concise reports and records; receive written or oral instructions; use appropriate style, grammar, and tone in informational and formal business communications
• Organizational Ability: Capability to plan, organize and monitor activities according to priorities; establish schedules, deadlines or quotas; coordinate resources toward fulfillment of desired objectives; organize work autonomously or as part of a team; control and/or adapt to interruptions, changes, disorder without losing efficiency or composure
• Decision-Making: Ability to recognize symptoms of problems; gather and analyze information; consider a broad range of issues or factors; grasp complexities and perceive relationships among problems and issues; select the best alternative; make timely, sound decisions even under conditions of risk and uncertainty; sought out by others for advice and solutions
• Customer Service Focus: Ability to build and maintain productive relationships with all customers; able to anticipate and respond quickly to customers' requests; can ask for and act on customers' feedback regarding service levels and needs.
• Attention to detail/accuracy: Checks and verifies work; pays attention to details; follows up with others to ensure accuracy.
• Commitment to Quality: Able to emphasize the need to deliver quality services; can define standards for quality and evaluate processes and services against those standards.

Physical Requirements and Working Conditions

• Position is sedentary in nature, occasional standing and stooping throughout the day.