THE ROLE:

As primary system administrator for the company’s Sales CRM (currently Salesforce.com) & Customer Contact Management System (CCMS) (currently ConnectWise) platforms, the role holder will manage, lead and develop these systems to support business processes together with a continuous view on end reporting requirements. Consideration of user experience / behavior is key in order to generate accurate data on which business decisions can be made. A key focus of this role is to maximally leverage the functionality of these systems (automation, validation, reporting) in order to generate efficiency, productivity, meaningful data and excellent customer / user experience. A keen eye on ROI is always important.

• Handle all administrative functions including user account maintenance, reports, dashboards, workflows and other routine tasks
• Complete regular internal system audits and prepare for upgrades, staying ahead of vendor development cycles
• Manage systems data feeds, inc inbound lead data and other integrations
• Manage email marketing through segmentation of lists and monitoring of resulting performance
• Manage large data sets, ensuring accuracy and de-duplication of records
• Coordinate the evaluation, scope and completion of new development requests.
• Work with management teams to establish suitable processes to support administrative, development, and change management activities
• Assist in training of new users, and grow the systems skill set across the organization taking personal responsibility for adherence to processes
• Generate reports & dashboards to provide management overview of sales performance (Sales CRM) & customer service / problem management trends (CCMS)
• Act as the liaison between users, vendors and internal development teams
• Translate business process requirements into workable system solutions (system fields management, automation, workflows & validation rules etc)
• Create & maintain up to date system set up documentation for resiliency & business continuity purposes