CRM Administrator

Position Summary

IMG Academy hosts many specialized systems on campus to meet the needs of staff, students, and families. The Campus CRM Administrator will need to be detail-oriented to manage and optimize key business systems. In this role, the CRM Administrator supports various teams and collaborates with stakeholders to understand their needs to administer system configurations, managing user access, and enhancing workflows to improve overall efficiency. This role will play a key role in ensuring the smooth operation and continuous improvement of our systems to support business goals.

Position Responsibilities 

• Serve as the subject matter expert for all things CRM, Zoom, and Schooldocs systems
• Understand the commercial operation, challenges, and objectives of each team; improve their operation through system administration and consultation
• Provide system administration support for the systems, focusing on user permissions, custom objects, workflows, and profiles
• Create, manage, and optimize complex workflow rules, data validation, and approval processes
• Analyze data to provide insights into team operation, effectiveness, and productivity
• Assist with ad hoc queries and report requests from staff and management
• Work closely with other team members to capture business requirements and implement CRM solutions in partnership with the business analyst
• Coordinate and support integrations with third-party apps, plugins, and tools
• Coordinate functional system-related activities including system maintenance, upgrades, functional development and testing, in coordination with Informational Technology staff
• Develop training manuals, and user guides and design and deliver on-going, training for administration and staff on updates and essential functions of the software
• Act as trouble shooter and point-person for staff, and other front-end users when they have questions or need to learn how to use functionalities
• Support daily troubleshooting, bug fixing, user adoption, and documentation
• Identify and resolve data anomalies, maintaining high data integrity
• Monitor system performance and complete system audits to ensure the quality of data collected, performing duplication checks and consolidating data as needed
• Maintain historical data in relation to analytical needs
• Test program changes approved by management to ensure that results meet performance expectations; inform all user groups of changes successfully implemented

• Manage the inventory object and its product and packages (SKU’s) in partnership with sales operations, owning and insuring integrity of all inventory capacity, pricing, and revenue allocation
• Insuring SKU integrity through detailed audits of systems including online registration tool
• Own, develop and manage the commercial policy and procedures
• Adhere to all company policies, procedures and business ethic codes

Knowledge, Skills and Abilities 

• Bachelor’s Degree in Computer Science, Mathematics, Accounting, Economics or similar field
• Highly proficient in Microsoft Dynamics CRM or SalesForce
• Highly proficient with MS Excel (pivot tables, v-lookup & index functions, etc.)
• Proficiency in MS Access (creating databases, designing and running queries, exporting data, etc.)
• Outstanding Analytical Skills
• Understanding of Data models, Tables, queries and analysis needs.

• 1+ years providing customer support in a technical environment

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