Sr. CRM & Systems Specialist

Job-ID: 16001; Location(s): Broomfield, CO 

 

Job Description Summary

The Sr. CRM & Systems Specialist is dedicated to support the processes of assigned departments - Sales, Service, and/or Marketing - and project work related to system implementation and roll out. This position plays a crucial role in managing Viega’s CRM system, ensuring data integrity, and enhancing the effectiveness of CRM-related initiatives. Advances the CRM function with their advanced knowledge of CRM processes and systems, a focus on process improvement and change management and participation in cross-functional initiatives.

 

Job Description Details

System Maintenance

• Responsible for supporting the maintenance of Viega’s CRM and connected systems.
• Manages user accounts and permissions.
• Manages data processes, including mass uploads, de-duplication, and exception reporting for data validation.
• Updates territory mapping in Salesforce and mapping software.
• Manages Lead routing and update public groups that drive queue assignments.
• Ensures that integrations are functioning correctly. 
• Continuously evaluates the CRM database the method in which it is used to identify better operating procedures and reporting opportunities; leads actions to implement opportunities that are identified.

Training 

• Supports the growth of Salesforce skills across the organization by training new users, including facilitating large trainings events (e.g., SOAR and other Regional Meetings).
• Trains the employees from assigned departments on using new reporting tools (e.g., PowerBI, SAC).
• Trains salesforce users form assigned departments on creating Reports and Dashboards.
• Creates and updates detailed training content, including presentations and micro-videos.

Functional Support

• Supports Sales, Service and/or Marketing teams (as assigned) with Salesforce issues and escalations.
• Streamline processes for functions supported and work with IT on creating automated solutions.
• Independently manages user stories for supported departments, including gathering requirements, refining details with IT, testing before deployment, and training users on new functionalities.
• Manages in-app guidance for system notifications and new features.
• Manages the ServiceNow queue, serving as a primary support for Salesforce users in assigned departments.
• Supports leadership in the development of presentations and business cases.
• Provides mentorship and guidance to less experienced members of the CRM team; may serve as a back-up to the manager during periods of absence.
• Actively and independently contributes to large, cross-functional initiatives; represents the CRM team and assigned business functions as appropriate.
• Supports change management through effective engagement with super users.

Reporting/Metrics/Analysis

• Collaborates with Sales, Service and/or Marketing teams on reporting and CRM data analysis to support data for customer visits, trends and buying habits.
• Generates reports and dashboards for leadership.
• Partners with IT to support the creation and testing of new reporting tools.

Other

• Attends meetings as required and/or assigned
• Performs other duties as required and/or assigned
• Will be required to travel up to 5% of the time
• Complies with the safety rules and guidelines

Required Qualifications

Knowledge, Skills and Abilities

• Demonstrates careful attention to detail.
• Ability to multi-task and work in a fast-paced env