CRM Manager

4 weeks ago

New York, United States Open Systems Technologies Full time

A law firm is looking for a CRM Manager to join their team in New York, NY.

Compensation: $150-165k

This position works closely with all departments to ensure proper integration of the firm's customer relationship management ("CRM) system with other systems with a focus on data quality, upgrades and overall strategy for the CRM. The position entails the management of the firm's CRM database, including setting governance, policies and procedures, and managing the Data Stewards. Observes confidentiality of firm matters.

Responsibilities:

  • Lead CRM initiatives and partner with the Client Relations team to develop proper strategies and business plans as necessary.
  • Manage and ensure the process for data quality and data integrity, including setting governance and security policies for the CRM and documenting and enforcing such policies and protocol.
  • Manage and supervise the Data Stewards on projects and day-to-day content management related tasks.
  • Implement latest best practices with regard to managing bounceback emails and related data.
  • Work with attorneys and staff to ensure CRM needs are met while providing excellent customer service.
  • Create and resolve complex CRM searches, functions and reports.
  • Design and implement new reporting capabilities in CRM.
  • Analyze existing folder structures and dependencies and create and implement new folder dependency and DCM rules as needed.
  • Troubleshoot, test and customize features to maximize use of the database.
  • Stay abreast of CRM developments and upgrades in the Legal IT industry.
  • Collaborate with other departments to ensure successful integration of InterAction with other systems and ensure all tools/systems are functioning as designed and are upgraded as appropriate.
  • Manage and address research and training needs.
  • Work with the training group to create documentation, keep the training curriculum up-to-date and develop strategies for ongoing training.
  • Help to maintain data quality by ensuring SOP for verifying entries to the database as per firm data guidelines.
  • Create, track and analyze various reports and statistics as needed for specific projects.
  • Collaborate with IT and Client Relations to evaluate CRM and related software applications to identify and implement solutions and upgrades or enhancements.
  • Work long hours as necessary.
  • Check voicemail and email regularly.

Qualifications:

  • Ability to manage people and lead new projects while simultaneously maintaining and improving ongoing marketing systems.
  • Extensive experience working in and knowledge of InterAction or similar CRM application, specifically creating and manipulating searches and reports and implementing proper DCM rules and folder dependencies.
  • Experience in managing teams of at least five people.
  • Fundamental knowledge of HTML code and SQL a plus.
  • Competence in problem-solving and trouble-shooting questions from any user level.
  • Ability and willingness to learn new technology completely and quickly.
  • Ability to communicate and implement new InterAction developments.
  • Excellent computer skills (including, but not limited to, InterAction or similar CRM application; MS Office (including Excel pivot tables); document management system).
  • Experience with building marketing campaigns and forms and sending communications from an e-marketing software (Tikit, Vuture, Concep for example).
  • Experience overseeing an organization's transition from one CRM application to another is a plus.
  • Ability to work independently and lead a team in a high-pressured environment.
  • Meticulous organizational skills.
  • Ability to multitask, organize and prioritize numerous competing projects with constantly changing priorities and complete them in a timely manner.
  • Ability to mentor Data Stewards and guide them through professional development in addition to ensuring adherence of departmental and firm policy and procedures.
  • Ability to work efficiently in fast-paced, highly-pressured environment, performing well under tight deadlines with limited resources.
  • Ability to research and manipulate large amount of data efficiently.
  • Ability to think independently and use good judgment.
  • Excellent interpersonal skills and an effective communicator in both written and oral communications.
  • Experience in managing large research projects, such as verifying company mergers/ name changes/office relocation, addressing contacts when companies are merged/spun-off; handling bounceback mails; and research mailing and email address information for existing and prospective clients.
  • Familiarity and experience with Boardex (or similar) and social media tools.

Education and Experience:

  • Bachelor's degree required.
  • Comprehensive knowledge of InterAction.
  • Minimum 5 10 years managing experience of business processes with InterAction or similar CRM tool.
  • Minimum 3 5 years of managerial experience.

24-01667 #LI-DF1

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