CRM Strategist

New York, NY

Reports to: Manager, Digital Marketing

M-F, 930am-530pm 

Job Summary

The CRM Strategist is the ambassador for all initiatives related to InterAction, the firm’s CRM software. This role focuses on training, reporting, data quality, upgrades, and overall strategy. 

Essential Duties and Responsibilities

• Lead and direct all aspects of administrative assistant training. Liaise with the Training department to develop training presentations and ensure material remains up to date. Regularly meet with administrative supervisors to discuss challenges and accomplishments. Provide InterAction support to assistants as needed via phone, email, or 1-on-1 refresher sessions. Maintain InterAction guides on the firm intranet.
• Play a lead role in firm initiatives related to client development activities. On a weekly basis, review all activities logged by users, correct errors, and follow up with users to provide feedback. On a monthly basis, create reports showing activities logged by each practice group and office.
• On an ongoing basis, track data quality issues, including but not limited to: duplicate contacts, invalid/missing emails, missing addresses, and unassociated contacts. Plan, launch, and track initiatives to increase accuracy and completeness, including archiving of stagnant contacts.
• Assist Business Development employees with the creation and population of key contact lists for clients, prospects, industries, etc. Provide training on maintaining lists and using saved searches and report templates to monitor lists.
• Play a lead role in all InterAction technical updates, including, but not limited to: Web/Windows/Admin clients, InterAction IQ, Data Minder, and integrations with 3rd party programs (Human Resources database and expense reporting program). Liaise with IT department to test the upgrade, and report issues to LexisNexis. Launch updates and send comprehensive announcements about new features to the appropriate parties.
• On a monthly basis, track CRM statistics to assess overall CRM health/trends (total number of contacts, contacts with missing/invalid data, stagnant contacts, engaged contacts, etc.). Use this data to craft future strategy, as it relates to training, reporting, and upgrades.
• On an ongoing basis, assist with core CRM tasks (general support via phone/email, DCM ticket processing, data quality searches, account creation/deactivation, folder/search cleanup, etc.).
• On an ongoing basis, review and update core InterAction settings to increase efficiency (Folder Dependency Analyzer rules, Data Change Management rules, etc.).
• Special projects, as assigned by the Digital Marketing Group Manager.

Qualifications/Position Requirements

• Skilled in use of InterAction (including the Windows Client, Web Client, and Administrator Client)
• Skilled in use of Microsoft Excel (including data organization, chats, and pivot tables)
• Ability to manage multiple projects in a deadline-driven environment
• Excellent organizational and time-management skills
• Excellent written and verbal communication skills
• Superb attention to detail
• Passion for customer support, teaching best practices and sharing the value of marketing technology
• Ability to work collaboratively with others and offer solutions

Education and/or Experience

• Bachelor’s degree
• 3-5 years of experience working with InterAction (preferably in a professional services environment)