Crm Administrator (Remote)

Job Description

Description

We are seeking a CRM Administrator with dialer experience, ideally from a call center environment. This role will be responsible for development, testing, maintaining and optimizing our Customer Relationship Management (CRM) system. The ideal candidate will possess strong technical skills, excellent communication abilities, and a proactive approach to problem-solving. The individual will interact with business users, IT resources, and provide in-depth CRM administration knowledge to the organization.

The admin is responsible for implementing new enhancements including creation of custom forms, custom reports, workflows, and 3rd party integrations. S/he maintains user administration and assists operations with development and deployment of training and demo new functionality to stakeholders.

Who we are Best Foot Forward supports health care organizations – primarily government insurance health plans – to locate, educate, and engage targeted individuals.

Position Overview

Title: CRM Administrator

Salary Range: $90,000 – $110,000

Position Schedule: Full-time

Location: Remote

Job Responsibilities

• Understanding of enterprise IT software deployment and life cycle.
• Create and enable best practices, governance measures, and patterns for custom and configured solutions on the CRM platform
• Release processes for complex integrated enterprise application knowledge is a plus.
• Pre & Post deployment support which includes:
• Assistance to facilitate testing
• Follow up deployment tasks if issues are discovered
• Assist in troubleshooting deployment issues required to support the QA deployments and Production go-live for each major solution, and the associated boundary applications for the implementation phase.
• Assist with development and demo new functionality to stakeholders.
• Provide dedicated team support focused on finding ways to be more efficient through continuous process improvement.
• Drive user adoption of newly implemented features and functionality.
• Evaluate and integrate newly released features and enhancements from seasonal CRM releases.
• Support the resolution of production issues in CRM.
• Provide excellent support service for internal CRM users.

Requirements

Required Skills

• 5+ years of experience creating and supporting sophisticated software solutions to include conducting application setup and data migration/conversion.
• Strong understanding of CRM processes, experience administering and testing SaaS application platforms, and outbound/inbound dialing
• Identifying, analyzing, and translating complex internal and raw external datasets which create actionable insights necessary for the development of data-driven solutions in response to business challenges.
• Practical, working knowledge of SQL databases, PostgreSQL or SQL equivalent, JavaScript, ETL data mapping, report writing (especially SQL), scripting and data conversion tools.
• Writing/designing analytical reports with SQL, Excel, and other reporting tools.
• Writing/maintaining SQL queries for data import/export, cleansing, analysis, and ad-hoc requests
• Writing/designing java script to create custom code within the CRM.
• Reviewing existing reports and performance indicators to identify and correct problems within datasets.
• Executing testing plans to ensure the functionality of those reports and that they meet business requirements.
• Recommending ways to automate/improve data reliability, efficiency, and quality.
• Experience in troubleshooting complex platform issues with a mindset for continuous improvement and process automation.

Knowledge, Experience And Skills

• CS/IS/MIS degree preferred or equivalent combination of education and experience.
• Four plus (5+) years related IT and/or related business experience
• Deep knowledge of CRM systems architecture
• Five plus (5+) years of experience configuring CRM systems using workflows, validation rules, roles & profiles, reports and dashboards with demonstrated advanced proficiency
• Four plus (4+) years of experience with SQL and SQL report writing
• Three plus (4+) years of experience with JavaScripting
• Experience with writing ETL profile and data loading
• Five plus (5+) years of experience with SaaS CRM solutions
• Four plus (4+) years of experience with SaaS Dialers solutions (LiveVox, TCN, AWS Connect)
• Three plus (3+) years of experience with SaaS Texting solution (SBT, LiveVox)
• Experience in Data warehouse/SQL/OLAP Technologies
• Proficient in writing/designing analytical reports within Excel and SQL
• Able to understand the functional & technical flows across the landscape
• Two plus (2+) years of CRM development experience with custom APIs
• Experience with complex deployments
• Hands on success in troubleshooting complex platform issues
• Hands-on experience with the configuration, deployment, and expansion of CRM functionality by enabling new features
• Process & continuous improvement mindset
• Strong experience reading and analyzing Java stack traces and AWS logging.
• Self-starter; organized, punctual, and takes ownership of projects. Above average time management skills.
• Responsive, welcoming, and effective customer service skills; a relationship builder.
• Ability to work effectively with a team; collaborative.
• Desire for continuous learning, growth, and development.
• High-level written and verbal communication skills.