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CRM Administrator

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CRM Administrator represents the interests of users within the company and also the

integrity of the CRM system. This role must have an in-depth understanding not only of

CRM tools, but also of sales, marketing, business processes, and how to relate to the

CRM. This role will work sales, marketing, operations and development teams to serve

as an administrator for our implementation of Microsoft Dynamics. As the business

grows, so will the demands on the CRM administrator.

The CRM Administrator needs to have a strong IT background, an understanding of

marketing practices, and good interpersonal skills. Much of their job will involve verifying

and reconciling data that has been entered into the system, and educating users on how

to correctly enter that information in the first place.

Essential Duties and Responsibilities

Include the following (other duties may be assigned).

 Work directly with a Microsoft Dynamics development partner to coordinate the

implementation of new CRM functionality, reports and dashboards.

 Develop training materials and conduct sessions for end users. Act as a support

resource for existing users post-training.

 Analyze existing processes and make recommendations to better streamline the

overall sales operations process within the CRM.

 Become the expert and administrator for all existing sales reports and

dashboards, and work with sales and operations management to develop and

launch new reports and dashboards.

 Provide CRM administration and operational support including user and security

management, hierarchies, roles, lead import and management, view creation and

administration, and more.

 Ability to customize CRM tool as needs change, and how to troubleshoot the

system when problems arise.

 Reviews and analyzes organization business needs; confers with users and

focus groups to evaluate requirements, discuss solutions and develop plan of


 Conducts or coordinates user acceptance, performance stress, regression and

integration testing; makes changes and corrections as needed.

 Configures the application based on the defined business processes.

 Involved in post-implementation support and maintenance of the applications.

Supervisory Responsibilities

No supervisory role.


 Strong communication skills and ability to work in a fast paced environment


 Should have equally effective people skills to deal with clients

 Self-confident and outgoing personality

 Strong ability to interface and cultivate good working relationships across


 Strong problem-solving and analysis skills.

 Excellent communication, training, presentation, and organizational skills.

 Excellent verbal, written, and presentation skills

 Candidate must be proficient or have working knowledge of:

o Microsoft Office, specifically Access, Excel, Word and PowerPoint

o Strong writing and verbal communication skills (AP style writing preferred)

o Familiarity with relational databases and related concepts.


Education and/or Experience

 Bachelor’s degree (B.A.) from a four-year college or university; or two to four

years related experience and/or training; or equivalent combination of education

and experience. Bachelor's degree in business, computer science, or a related


 2+ years of CRM administration and operational support, ideally with Microsoft


 3+ years of experience in sales operations or related field, ideally sales and/or


Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance

instructions, and procedure manuals. Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions,

proportions, percentages, area, circumference, and volume. Ability to apply concepts of

basic algebra and geometry.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in

written, oral, or diagram form. Ability to deal with problems involving several concrete

variables in standardized situations.

Other Qualifications

 Strong communication skills and ability to work in a fast paced environment

Physical Demands

The physical demands described here are representative of those that must be met by

an employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

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