CRM Analyst

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The CRM Analyst will provide operational support for the overall CRM reporting, structure, system governance and has the direction to influence implementation and user experience of the platform in support of the CRM Associate Manager and CRM Planner. The analyst will help implement requirements in alignment with the Sales Operations roadmap and priority list. The work will primarily focus on supporting sales, sales operations, marketing and operations teams.

This position will provide technical operations support and expertise to drive key initiatives and strategies set forth by the CRM Associate Manager and CRM Planner. This role will focus on execution of those initiatives and projects mostly using the CRM system. This position will act as a system steward responsible for administration requirements, data management, reporting, and sales analytics functions centered around the usage and execution of CRM.

Key Responsibilities
CRM Administration and Adoption Gatekeeper of CRM sales tools, accounts and data, manage functional day-to-day operations of CRM
Review and manage sales field intakes through the Intake app/CRM, and partner with Digital and Technology and L2 on fixes, case trending, priority
Support the CRM Associate Manager and Planner with overall data sales management (integrity, cleanliness, and accuracy of CRM data)
Own the User Provisioning process and work with teams to set up job code changes, teams associations, Security, purges, Organizational Units, and auto-provisioning
Business Reporting, CRM Data Management, Process Documentation Supports business and sales teams reoccurring business reporting requirements (ie. NPS, dashboards, customer, contract, quarterly business reviews etc.)
Develop reports, dashboards and processes to continuously monitor data quality and integrity, working collaboratively with all CRM users and business units
Partner with the Reporting COE to provide centralized, actionable insights and data visualizations, utilizing PowerBI/Qlikview/CRM and market data
Identify, interpret, and deliver data driven insights, trends, behavior and performance metrics
CRM Configuration Manage and execute business configuration of the system by creating: Business Process flows, Option set management and governance, Queue creation, Line of Business settings, Business Rules, Appropriate App Edits, and User Provisioning Rules.
Partner with Business Teams and Marketing to develop and execute key CRM campaigns
Manage the “Relationship Builder” (Dynamics 365 Marketing Module) content by creating Customer Segments, Marketing Lists, Customer Journeys, Events, Campaigns, Marketing Emails, and Templates in partnership with Marketing and Business Teams
Basic Qualifications
2 years or more Experience with CRM Configuration and Administration with Microsoft Dynamics 365
2 years or more Dashboard creation, reporting functions and data mining
2 years or more managing business analytics, data sourcing, and data visualization
2 years or more Advanced Microsoft skills including Word, Excel and PowerPoint
2 years or more Delivering and communicating to a broader audience, written and verbal
2 years or more Demonstrated time management, prioritization, and organization skills
2 years or more Strong analytical and business acumen skills
Preferred Qualifications
Experience working with advanced reporting and toolsets preferred, SQL, XML, PowerBI, Qlikview
Adept at advanced queries, identifying data trends, report writing/visualizations and presenting and influencing insights and findings to leadership
Strong technical aptitude, comfortable with integrations and writing out business requirements for IT

Company info

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