About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
The CRM System Administrator is responsible for supporting technical requirements of our clients’ use of CRM platforms. This role reports to the Global Digital Strategy Manager as part of managed services within Global Solutions.
The ideal candidate already has the certifications required to meet the platform's vendor partner requirements. In addition to CRM configuration and administration expertise, the selected candidate must be engaging, creative, and curious; a self-starter; and able to collaborate directly with clients when needed. An optimal candidate will be able to navigate new or unfamiliar CRM platforms with a minimum of supervision or exposure and perform admin-level tasks on an ad-hoc basis. Additionally, the candidate should be proficient in data analytics, reporting, and developing comprehensive dashboards for client review.
As CRM System Administrator, You Will…
- Act as a technical resource on various aspects of CRM set-up, maintenance, and configuration from a client perspective.
- Provide an advisory role in our solutions approach to solving client requirements that depend on CRM tools.
- Able to work independently as well as on a team in a fluid, fast-paced environment. Must be able to team with other CRM specialists and business analysts as needed. Must be able to collaboratively lead other team members in more complex projects and tasks.
- Manages workload, including assigned project management tasks within established scope, budget, and timelines.
- Manages personal certifications by staying current on those achieved and obtaining relevant certifications needed to support client’s needs.
- Able to facilitate and/or create knowledge transfer materials for self-support where appropriate.
- Partners with client representatives and key stakeholders in maintaining a consistent enterprise organizational structure across human capital management (HCM) and other related technologies.
As CRM System Administrator, You Need…
- A college degree in a technology field such as Information Systems and/or Business Management is strongly preferred.
- Minimum of 2-3 years of experience with CRM design and implementation.
- Experience with the following roles:
- Implementation
- Administration
- Data Analytics / Dashboards / Reporting
- Project and business experience including:
- Equivalent project lead experience (minimum 2 years).
- Previous experience with change management or business transformation projects.
- Previous experience with projects involving integrations, workflow automation, and solutions involving multiple systems.
- Experience as a Business Analyst and/or Project Manager is an asset.
- Experience managing relationships internal and external, including helping navigate through barriers and aid in solutions.
- Experience working in a team capacity on various projects.
- Skilled in technology coupled with business acumen to deliver complex solutions.
- Hands-on experience leading CRM implementation and administration projects and programs.
- Formal certifications (such as Zendesk, Salesforce, Gladly, Intercom, Kustomer, etc.) are a plus.
- Can assess client business needs generally and advise on ongoing optimization and maintenance priorities.
- Practiced in directly interacting with clients with minimal oversight and working in a team environment.
- Exceptional analytical and problem-solving skills.
- Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues innovatively.
