CRM Operations Administrator

Reporting to: Senior Director, Central Support Operations

The CRM Operations Administrator is responsible for the day‑to‑day administration, support and reliability of RLB’s customer relationship management platform, Unanet CRM. This role helps ensure CRM functions as a well‑maintained business system supporting core activities including pursuit management, client relationship management, marketing visibility and related business workflows. Working across business functions, the CRM Operations Administrator manages system configuration, supports users and upholds data standards to promote accurate, complete and consistent information.

The role partners with internal stakeholders and business operations leadership to support process consistency, user enablement, reporting needs and ongoing system improvement. The position owns day‑to‑day administration and execution within CRM while contributing to practical enhancements to workflows, data structures and overall system usability in alignment with broader operational priorities. This role is suited to someone who is detail‑oriented, systems‑minded and comfortable balancing independent execution with collaboration across teams.

The ideal candidate is organized, service‑oriented and able to support users while maintaining a disciplined approach to data quality and system management.

• Manage day‑to‑day CRM administration, including user setup, permissions, field maintenance, templates, lists, dashboards, workflows and routine configuration needs.
• Maintain CRM records, modules and system settings related to companies, contacts, opportunities, projects, activities, account planning, marketing and reporting.
• Troubleshoot user issues, coordinate with internal stakeholders and, as needed, escalate technical matters to Unanet support or internal teams.
• Support configuration testing, system updates and approved enhancements before changes are applied to production.

• Maintain CRM data quality through routine audits, cleanup, and review of key records.
• Support established data standards, including required fields, naming conventions, record structures, account information and pursuit‑ and project‑related data.
• Identify recurring data quality issues and recommend practical improvements to fields, values, workflows, training topics or system controls.
• Help prepare and validate CRM data for reporting, integrations, migrations, updates or other business needs.

• Provide responsive, practical support to CRM users across business functions.
• Partner with Central Support team and internal stakeholders to develop and maintain user guides, FAQs, process documentation, training materials and quick‑reference resources.
• Support CRM onboarding for new users and refresher training for existing users.
• Help reinforce consistent CRM usage by clarifying expectations for timely, accurate and complete information.

• Support the development and maintenance of standard CRM reports, dashboards and data views.
• Assist with recurring reporting needs related to pipeline, pursuits, client relationships, activities, account planning and CRM adoption.
• Support reliable data inputs for leadership reporting, forecasting and business planning.

• Help evaluate ways to expand practical use of existing CRM capabilities in support of business needs.
• Support approved CRM enhancements through documentation, testing, user communication and rollout support.
• Track recurring user questions, system issues and process gaps to help inform future improvements.
• Recommend practical improvements to strengthen usability, data quality, workflow consistency and user experience.

• Document CRM‑related processes, user steps, roles, decision points and handoffs.
• Support CRM’s role in business workflows that connect pursuit activity, project initiation, marketing, reporting and related operational processes.
• Partner with Central Support and other internal teams to maintain clear internal system…