I am often asked by our clients to help with hiring a CRM administrator. This can be a new hire or a promotion of someone within the organization. Although every CRM and organization has specific needs, I've found the job description below to be helpful as a starting point. Hopefully you can find it useful as well. Please connect with me if you have any feedback.
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CRM Administrator Job Description
- The CRM Administrator is responsible for the overall administration and support for the Constituent Relationship Management (CRM) system. The successful candidate is not necessarily a technologist, but a person:
- with a good understanding how a CRM should and can be utilized across the organization.
- who has skills using online technology and has the curiosity and expertise to learn a CRM and participate in the CRM community.
- who is someone who wants to be a go-to person for the users. The candidate should be an advocate for the CRM within the organization and help to appropriately expand its use.
- who takes data quality seriously and works to maintain a clean and unfettered database.
This is NOT someone to monitor the database and tweak it for performance nor is it a data entry person.
- Ensures that the data in CRM is correct.
- Works with the entire organization as a champion; trains people to ensure the CRM is understood by new and existing users; and helps the system to grow and evolve.
- Provides support and training for staff in data entry and basic management.
- Assesses various options for optimizing and customizing the system to help the system grow and evolve.
- Attends regular meetings with support staff and various team members to review upcoming issues, items, and training.
- Proven customer service orientation combined with the ability to work well with others, in the office and out.
- Creativity, initiative, excitement about the possibilities of the CRM.
- Strong spreadsheet skills.
- Excellent business analysis and problem solving skills.
- Excellent interpersonal skills.
- Ability to work with people of varying technical skills.
- Previous experience in an end-user technical support role.
- Quick, analytical thinker.
- Ability to effectively communicate complex concepts.
- CMS experience would be a plus.
- Any background with CSS, HTML, or query writing in Access would be helpful.