Customer Relationship Management (CRM) Specialist

The Customer Relationship Management (CRM) Specialist is the subject-matter expert for software platforms designed to manage and track all interactions with potential and existing customers, encompassing both marketing and sales. The candidate will lead efforts for the continued education, administration and evolution of application usage; ensure data integrity; enhance data literacy and safeguard enterprise process adherence as well as assist in resolving system-related issues.

• Evaluates business processes, anticipates requirements, uncovers areas for improvement, develops and implements solutions.
• Represents the Technology group at key business development, customer experience, and marketing meetings to coordinate and manage the implementation of various technologies.
• Documents, reviews, and ensures that all quality and change control standards are met.
• Translates business goals and end-user needs into CRM product strategy; communicates direction and platform product priorities to both internal teams as well as external partners.
• Identifies goals, metrics, and analytics to determine product value; makes recommendations and refinements to the CRM product backlog based on learnings.
• Monitors CRM product offerings and feature sets, as well as future roadmap and periodic releases.
• Advocates for the end-user and stakeholder by empathizing with and understanding user needs to become a domain expert.
• Condenses complex technical concepts into non-technical language for stakeholders.
• Works with cross-functional teams to identify integration opportunities with other key business systems, including Hubspot, Cosential, Qualtrics, and others.
• Conducts end-user research to help identify and/or refine user stories and help determine requirements.
• Produces design, identifies solutions, and/or configures CRM product settings, objects, flows, etc. to ultimately deliver periodic changes to applications following agile methodologies.
• Develops and executes testing plans for solutions.
• Conducts user testing and upgrades CRM systems.
• Handles Associate configuration, onboarding, and continued trainings ensuring Standard Operating Procedures (SOPs) are updated and available.
• Formulates, tests, and refines assumptions through user research and testing.
• Creates training materials and troubleshooting documents.
• Participates in standups, iteration planning sessions, product demos, and retrospectives.
• Fosters communication with team members to drive value and collectively identify and resolve impediments.
• Assists in the production of supplemental training materials for global and regional use.
• Regularly works with the product team to continuously assess progress, disseminate lessons learned, and understand next steps.
• Partners with Talent Development to deliver training for business users to optimize processes and increase efficiency of usage.
• Creates, prioritizes, and accepts user stories; incorporates them into release planning.

User Experience and Training

The position requires work in an office environment.

• Excellent problem-solving and analytical skills
• Strong understanding of business development and marketing
• 2-3 years of experience with CRM applications including Unanet, Qualtrics and HubSpot
• Ability to work independently and as part of a team
• Proficient in all CRM products supporting Marketing, Business Development & Operations.
• Gains a thorough understanding of Associate needs and uses that knowledge to help deliver a best-in-class Customer Relationship Management experience.
• Excellent written and verbal communication skills
• Bachelor's Degree in IT-related field, or 3+ years of relevant experience

MINIMUM QUALIFICATIONS

WORKING CONDITIONS

This position is based in Kansas City, Missouri and does not offer remote work opportunities.