CRM Specialist

BASIC PURPOSE: Responsible for supporting CRM applications as well as aiding the implementation of new functionality and new systems.

POSITION RESPONSIBILITIES:

• Support, analyze, and resolve critical production application issues as required.
• Perform application configuration and customization of CRM system/s (building screens, designing custom objects, developing workflows, etc.), including testing and evaluation to ensure quality and consistency.
• Handle new user requests/setup.
• Participate in requirements elicitation and documentation process for system enhancements/projects.
• Develop, document, and execute test plans to assess the integrity and accuracy of solutions, CRM module functionality setups and modifications, enhancements, customizations, and patches.
• Develop and maintain end user training documentation and participate in delivering training to users as required.
• Maintain business process documentation and consider compliance in all business process analysis and redesign activities.
• Construct summary and detailed views in  (SFDC) for all CRM subject areas (campaign, lead, prospect, opportunity, pipeline, account, and revenue activities).
• Follow new releases, patches, and system updates of CRM system/s.
• Perform other job-related functions as assigned.

KNOWLEDGE AND EXPERIENCE:

EDUCATION: Bachelor's degree or equivalent business experience required. Certifications preferred:
Salesforce Certified Administrator, Salesforce Certified Platform App Builder, Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant, and/or Salesforce Certified Pardot Consultant.

EXPERIENCE: Minimum 1 year of experience and general understanding of CRM Application principles. General understanding of the  Product catalog. Good understanding of the SDLC process.

KNOWLEDGE & SKILLS: Proven analytical skills. Superb written and verbal communication skills as well as listening skills. Solid problem-solving skills as well as analytical and qualitative abilities. Ability to work under pressure and meet constantly changing timelines.