CRM Systems Specialist

2 weeks ago

Austin, Texas, United States Baker Botts Full time
Position Overview:
This role is dedicated to the upkeep, enhancement, and support of the firm's Client Development, Marketing, and Sales systems. The CRM Systems Specialist will leverage problem-solving abilities, analytical thinking, and technical expertise to address client challenges, develop best practices, and ensure overall client satisfaction. This position requires exceptional communication and interpersonal skills, along with a professional demeanor, strong work ethic, and the ability to manage multiple tasks effectively.

Key Responsibilities:
  • Serve as the primary support contact and subject matter expert for all CRM and ERM systems, focusing on related marketing and sales platforms.
  • Oversee administrative tasks associated with CRM systems.
  • Collaborate with the core team to implement new CRM solutions.
  • Engage in the planning, development, and rollout of system upgrades and new modules.
  • Provide initial support to analysts and engineers from other departments dealing with integrated systems.
  • Investigate and resolve intricate technical issues, escalating to vendors when necessary.
  • Identify patterns in reported issues, diagnose root causes, and formulate effective resolutions.
  • Work closely with internal teams and clients to achieve firm objectives and resolve technical challenges.
  • Monitor customer satisfaction post-resolution of complex issues to ensure solution integrity.
  • Facilitate the escalation of significant issues to the appropriate stakeholders.
  • Deliver project updates to management.
  • Identify opportunities for personal and professional growth.
  • Participate in regular project meetings, acting as a subject matter expert.
  • Engage in training and seminars to enhance technical capabilities.
  • Participate in testing and quality assurance as needed.
  • Recommend enhancements to improve efficiency, functionality, and client satisfaction.
  • Evaluate new tools and products as required.
  • Perform additional tasks as assigned by supervisors, including after-hours support when necessary.
Qualifications:

Required:
  • Proven experience with CRM software platforms.
  • Strong knowledge of SQL, though DBA-level expertise is not mandatory.
  • Ability to swiftly learn and manage new applications and technologies.
  • Exceptional analytical and troubleshooting capabilities.
  • Excellent verbal and written communication skills.
  • Proficiency in managing multiple high-priority projects simultaneously.
  • Ability to meet deadlines consistently.
  • Self-management skills.
  • Ability to interact with clients and team members with tact and professionalism.
  • Commitment to maintaining confidentiality regarding CRM data.
  • Proficient documentation skills for systems, processes, and procedures.
Preferred:
  • Bachelor's degree in a relevant field.
  • Experience with Agile methodologies.
  • Background in supporting CRM systems within a legal or professional services context.
  • Familiarity with Experience Management Systems and proposal software.
  • Knowledge of SSRS reporting.
  • Understanding of Intapp Integrate or Boomi.
Physical Requirements:
  • Ability to work at a computer and on the phone for extended periods.
  • Capability to lift and carry files and other items weighing up to 10 pounds.
  • Ability to function in a standard office environment.
Work Environment:
  • Flexibility to work unusual hours may be required.
  • Availability for after-hours and weekend support as needed.
  • This is a remote position, with occasional onsite meetings.
Baker Botts L.L.P. is an equal opportunity employer, considering all qualified applicants for employment without regard to race, color, gender, age, religion, national origin, marital status, sexual orientation, disability, or any other basis protected by law.

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