PURPOSE
The Global CRM Administrator will be the primary resource for troubleshooting and resolving CRM-related tickets and issues for SMC globally. This role will work with other components of the Sales Enablement team to create and maintain documentation for completing tasks in the CRM both for administrators and for end users. This role will serve as a subject matter expert for the CRM in conversations with all levels of CRM users and management. The CRM Admin will Ensure the CRM system is managed effectively and that changes are implemented in a controlled and responsible manner in congruence with the purpose and policy of the organization.
ESSENTIAL DUTIES
Conduct advanced technical troubleshooting in SugarCRM to resolve tickets and issues for end-users managing portal cases and bug-fix requests with SugarCRM as needed.
Answer questions for regional administrators and CRM champions globally to help support all global CRM end users.
Create, develop, and maintain the core content of technical documentation guides, training materials, and support resources as it pertains to the CRM in partnership with the sales education resource developer.
Participate in enhancement planning discussions, helping to brainstorm solutions, set priority, and create a plan for solving the business need within the timeline.
Write and manage knowledge base articles and enhancement release notes to be used for CRM support purposes.
Develop potential solutions for future enhancements of the CRM in a UAT environment and lead solution demonstrations.
Build and manage reports, dashboards, and data integrations in the CRM to support business needs.
Conduct insightful analyses on operational CRM case trends, challenges, and opportunities, and recommend and implement solutions that drive efficiency improvements.
Work cross-collaboratively with other SMC teams and CRM project teams to plan for CRM integrations and provide high-quality data-driven insights to leadership.
Manage multiple short- and long-term projects simultaneously under changing and challenging constraints.
Continuously develop and present innovative ideas based on a data-driven approach to improve current business practices and to drive sales growth objectives.
Other duties as assigned.
PHYSICAL DEMANDS
Work Environment
Maintain a sustainable posture in a seated position for prolonged periods of time.
Work requires extensive use of a computer.
Some travel may be required (10 or less).
Responsibilities may require evening and weekend travel to support the needs of the business.
MINIMUM REQUIREMENTS
Education
Bachelors degree in a related field.
Experience
5 years of work-related experience.
Experience supporting a CRM platform required. SugarCRM experience preferred.
Skills
Strong presentation skills, communication skills, and ability to work with senior management.
Demonstrated success building relationships across all levels within an organization.
Strong judgement skills and ability to work in an unstructured environment with minimal oversight.
Ability to maintain an advanced knowledge of various operational systems such as ERP, CRM, WMS, LCM, Helpdesk, Data Analytic software.
Must be proficient in MS Suite products and like tools.
Strong time management skills with ability to multi-task and complete work within set deadlines.
Excellent communication, oral, and written, and problem-solving, troubleshooting skills.
Must be able to read, write, speak, and understand English.