CRM Specialist

Essential responsibilities and duties may include, but are not limited, to the following:

GSI and RoadGuard CRM management and maintenance: 80%

• Oversee CRM-related initiatives by facilitating, monitoring, coordinating, and communicating the expectations for successfully developing the Client Management services.
• Perform routine maintenance of system including mass updates, data correction and mapping, data backups, system health checks, data clean-up, and performance monitoring.
• Customize CRM apps, objects, fields, record types, and page layouts to meet organizational needs, including creating custom fields and workflows with external applications to provide additional data and improve user experience.
• Integrate additional applications or solutions to the CRM system ensuring fidelity and integrity of data.
• Create and maintain dashboards, list views, and reports.
• Gather requirements for new processes with stakeholders, and document solutions and processes.
• Develop and deliver training and support to users to optimize system utilization.
• Proactively address and resolve technical problems, minimizing disruption to users.
• Communicate effectively with stakeholders and leadership.
• Create and manage user accounts, roles and permissions.
• Identify and implement best practices for CRM processes.
• Perform other duties as needed or assigned.

Other system integrations and customized reporting: 20%

• Integrate new acquisitions and develop CRM to better serve the evolving business.
• Assess CRM alternatives and provide recommendations on changes required into the system.
• Customize and integrate other tools to continue to optimize the Client Management tech-stack and evolve with business needs.
• Integrate Websites, Website forms, Call tracking systems and other tools as required with CRM.
• Oversee the overall administration of the Monday.com platform (or other tools) to support Legal, Estimating, Engineering, and Operations workflows with data needed from/to CRM.
• Integrate Monday.com with Zendesk via Zapier (or other integration tools) to enable two-way communication across systems.
• Develop automations via Zapier or other tools to deliver on custom stakeholder requirements not possible within CRM due to CRM limitations.
• Develop automated custom reports to track, monitor and measure success of Client Management and Operations.

Knowledge & Experience:

• Minimum 3 years of experience managing CRM. Deep understanding of CRM software (e.g., Salesforce, Microsoft Dynamics, HubSpot, Zendesk, etc).
• Proficiency in CRM software administration and customization.
• Ability to effectively utilize workflows, process builder, and data integration tools.
• Understanding of integrating CRM with other business systems and tools.
• Advanced level Microsoft Excel with experience building complex pivot tables, and macros.
• Familiarity with sales, marketing, and customer service processes through 2-3 years of working closely with Sales and Marketing.
• Knowledge of SQL and database management.
• Familiarity with APIs and integration tools.
• Strong troubleshooting skills to resolve technical issues.
• Continuous improvement mindset.
• Ability to prioritize business needs based on importance, urgency, or impact.
• Excellent time management skills.
• Excellent customer service skills with strong verbal and written communication.

Education:

• Bachelor’s degree in Business Administration, Computer Science, Engineering, or related field required.
• Master’s degree in Business Administration highly preferred.
• Salesforce Certification or similar highly preferred.

Work Environment

• Office: headquarters Westminster, CO

• DOT safety-sensitive position?: no

• Physical Demands: light

• Travel: <5%