The CRM Administrator is responsible for ensuring the efficient operation of the CRM tool, controlling access, optimizing usage, documenting processes, and monitoring optimizations. This role directly impacts operational efficiency and customer satisfaction across the company, ensuring that the support strategy defined by the Operations Director is implemented in the best possible way. The CRM Administrator will support operations in 8 countries, ensuring that the specific needs and schedules of each region are met.
Responsibilities
- Maintain Tool Operation: Ensure the CRM system is always operational and up-to-date, performing preventive and corrective maintenance.
- Access Control: Manage and monitor access to the CRM system, ensuring that only authorized users have access to the necessary information.
- Usage Optimization: Identify and implement improvements in CRM usage to maximize operational efficiency and effectiveness. Track and evaluate the impact of implemented optimizations, adjusting as necessary to ensure the best results. Ensure that the support strategy defined by the Operations Director is efficiently implemented.
- Documentation: Create and maintain detailed documentation on processes, configurations, and optimizations performed in the CRM. Generate reports and analyses on CRM usage, identifying areas for improvement and reporting to managers.
- Flow, Group, and Disposition Creation: Develop and manage workflows, user groups, and dispositions within the CRM to support sales and customer service operations.
- Training and Support: Provide ongoing training and support to CRM users to ensure effective tool usage.
- Channel Management: Manage a single type of channel (text or voice). For text, use tools like Zendesk, Ultimate, Truora, and SMS tools.
- International Support: Provide support to operations in 8 countries, ensuring that the specific needs and schedules of each region are met. Collaborate closely with Customer Support and Clerk Support teams.
Requirements
- Education: Degree in Information Technology, Information Systems, Software Engineering, or related fields.
- Software: Experience with CRM systems (expert level), knowledge in marketing and sales automation tools.
- Experience: Minimum of 3 years of experience in CRM system administration, preferably in medium to large companies.
- Text Channel Tools: Experience with Zendesk, Ultimate, Truora, and SMS tools.
- Specialized Knowledge: Certifications in CRM systems (e.g., Salesforce, HubSpot) are highly desirable.
- Analytical Skills: Strong analytical skills to interpret data and generate actionable insights.
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