CRM Systems Manager

New York, NY or Washington, DC

Summary

The CRM Manager will play a critical role in the day-to-day configuration, support, maintenance, and improvement of the Firm’s CRM and Marketing Automation platforms.  The candidate should have substantial experience with Salesforce, Pardot, and a clear understanding of how these tools support Firm-wide business strategy.

Qualifications

• Bachelor’s degree.
• Minimum of seven to ten years of experience with Salesforce/Pardot and a minimum of two years managing a team.
• Ability to quickly learn and master new technologies.
• Excellent interpersonal and written/oral communication skills.
• Detail-oriented, with strong problem-solving skills.
• Excellent project management and organizational skills and ability to multitask.
• You must be fully vaccinated against COVID-19 by your hire date to be eligible
• for starting in the role. Proof of vaccination will be required. Firm will provide reasonable accommodation(s) based on medical or religious grounds for qualified candidates. 

Duties and Responsibilities

System Management

• Manage daily operations of Firm’s Salesforce platform including maintenance processes, training, ad hoc reporting, bulk uploads, and data integrations.
• Ensure compliance with privacy and anti-spam laws and regulations.
• Allocate resources, assign work, and oversee the completion of that work by the CRM team.
• Maintain all aspects of user management including user onboarding, off boarding, roles, profiles,
• permissions, and public groups.
• Create long-term strategy of Firm email marketing efforts, assess and improve efficiency of email marketing tasks, and monitor/report performance of all email campaigns.
• Create and maintain targeted practice, industry, and ad hoc mailing lists, working with practice group
• leaders and marketing managers.
• Identify, track, and resolve CRM and email software performance issues.
• Create and execute marketing campaigns.
• Develop best practices for data entry, quality, currency, and comprehensiveness, and create related training and reference materials.
• Ensure data quality and integrity and implement periodic data cleansing processes.
• Liaise with vendors, including Salesforce and Intapp.

System Development

• Manage pilot rollouts.
• Gather detailed business requirements in collaboration with internal stakeholders.
• Configure standard and custom objects, fields, record types, validation rules, page layouts, list views, and process automation (process builders, flows).
• Create and share complex cross-object dashboards and reports.
• Establish campaign KPIs and success metrics through deep understanding of business objectives, cross-functional team goals.
• Leverage automation to improve processes and productivity, and make recommendations to support department and Firm-wide objectives.

Training

• Act as a point of contact for Salesforce and Pardot end users.
• Provide training to current and new users, ensuring compliance with data quality standards.
• Create and update training program and materials.

Other

• Other responsibilities as assigned and required.
• Timely and regular attendance.