CRM Administrator Job Description

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. 

Paul Keogan
pkeogan@backofficethinking.com

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CRM Administrator Job Description

Position Overview

  • 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.  

Duties:

  • 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. 

Qualifications:

  • 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.

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