Client Information Specialist of Marketing and Business Development (CRM Specialist)

Department: Marketing and Business Development

Reports to: Senior Manager of Marketing Services

35 hours; M-F, 9:30am-5:30pm (Additional hours as required) 

Summary

The Client Information Specialist will be responsible for helping the Firm to better manage and track information about its clients and prospects. The Client Information Specialist will advise, guide and support the technology needs relating to business development and marketing and stay abreast of technology trends in and out of the legal space.  The Specialist will work the Marketing and Business Development, Information Systems (IS), Accounting and other relevant departments to develop, implement and maintain a robust technology platform that efficiently and effectively supports the Firm’s client development and marketing programs.  In particular, the Client Information Specialist will streamline the structure and process for the collection, editing, updating and management of the content to be housed within InterAction (v.6) to ensure that it can be readily searched and accessed by attorneys, business development and administrative personnel.

The Client Information Specialist will work closely with the Senior Manager of Marketing Services to continue to integrate and grow the CRM system, Gwabbit software, email marketing tool, experience and expertise database, and other technology, and will be responsible for ensuring that all technology meets user needs and achieves business goals.

Job Relationships

The Client Information Specialist will help assign work and project manage the database stewards, partner with the Marketing and Business Development team, the IS department, and will interact with partners, attorneys, administrative staff, clients and vendors.

Responsibilities

InterAction

• Develop and implement a plan to efficiently and effectively have partners actively sharing their contacts and business development activities with the CRM system.
• Work closely with the Marketing and Business Development Department to understand the Firm’s business development, marketing and communications goals. Develop objectives and implement an action plan to ensure that InterAction fully supports those goals.
• Liaise with the appropriate internal and external resources to implement the internal/external distribution tools and procedures (email and print) necessary to handle Firm mailings, as required.
• Raise the awareness of the CRM capability to the Firm’s employees including working with the Firm trainers to develop and manage the training curriculum and secretaries to ensure that they manage their attorney’s data effectively.
• Using the data collected by the CRM system, analyze and provide reports that provide valuable insight into the effectiveness of business development and marketing initiatives.
• Works with the Senior Manager of Marketing Services to develop clear standards, strategies and operational structures for the maintenance of the CRM system. This includes plans for inputting data, report generation and profiling.
• Formalize and create best practices for inputting any and all information into the CRM system
• Establish consistent procedures to process all returned mail (email and print) to ensure that the data quality is consistently being updated and maintained, ensuring compliance with the applicable international data privacy legislation in the territories in which the firm operates.

E-mail Marketing

• Assist in the implementation of an email marketing and event management tool that enhances and expands the capabilities of the firm’s electronic marketing programs and fully integrates with InterAction.
• Ensure that all pertinent members of the team comprehend and can fully utilize the tool for the dissemination of marketing materials, invitations and other mailings.
• Assist in the development of the appropriate templates, as needed.
• Ensure that the system’s reporting and feedback functions are fully utilized to inform and improve our electronic marketing programs, systems and procedures.

Technology

• Research competitors and other sources for growing market trends and advancements in technology that would best blend with Firm.
• Oversee and support as needed any CRM integrations across the firm’s other platforms.

Firm Website

• Work with IS, vendors and other related parties on the development and advancement of the technological platform for the website.
• Manage, support and troubleshoot issues relating to the Firm’s website.

Data Stewards

• Project manage and provide support and training to Data Stewards to ensure accurate data is being input and maintained across all systems
• Resolve data conflicts when they arise and escalate to the Senior Manager of Marketing Services if necessary.

Specifications

Education:  A 4-year college degree is required.

Experience:  Must have at least three to five years of relevant technology and commercial experience, as well as marketing and knowledge management experience, within a large professional services firm or corporate environment.

Skills and Abilities: Must have strong orientation to detail; ability to communicate effectively with attorneys, professional level staff, and peers; ability to act in a professional manner at all times; ability to act with a high degree of integrity and maintain confidentiality; ability to handle and prioritize multiple assignments; ability to work under pressure with interruptions and tight deadlines.

Job Specific Skills: Essential is the ability to demonstrate a solid understanding of the detailed components of InterAction v.6 , Tikit, Gwabbit and other contact management tools.

Technological Skills:  Experience with MS Office Suite.