Global CRM Administrator

The Global CRM Administrator will be the primary resource for troubleshooting and resolving CRM-related tickets and issues for SMC globally. This role will work with other components of the Sales Enablement team to create and maintain documentation for completing tasks in the CRM both for administrators and for end users. This role will serve as a subject matter expert for the CRM in conversations with all levels of CRM users and management. CRM Admin will ensure the CRM system is managed effectively and that changes are implemented in a controlled and responsible manner in congruence with the purpose and policy of the organization.

ESSENTIAL DUTIES :

• Conduct advanced technical troubleshooting in SugarCRM to resolve tickets and issues for end-users, managing portal cases and bug-fix requests with SugarCRM as needed.
• Answer questions for regional administrators and CRM champions globally to help support all global CRM end users.
• Create, develop, and maintain the core content of technical documentation, guides, training materials and support resources as it pertains to the CRM, in partnership with the sales education resource developer.
• Participate in enhancement planning discussions, helping brainstorm solutions, set priorities, and create a plan for solving the business need within the timeline.
• Write and manage knowledge base articles and enhancement release notes to be used for CRM support purposes.
• Develop potential solutions for future enhancements of the CRM in a UAT environment and lead solution demonstrations.
• Build and manage reports, dashboards, and data integrations in the CRM to support business needs.
• Conduct insightful analyses on operational CRM case trends, challenges, and opportunities; recommend and implement solutions that drive efficiency improvements.
• Work cross-collaboratively with other SMC and CRM project teams to plan for CRM integrations and provide high-quality, data-driven insights to leadership.
• Manage multiple short- and long-term projects simultaneously under changing and challenging constraints.
• Continuously develop and present innovative ideas based on a data-driven approach to improve current business practices and drive sales growth objectives.
• Other duties as assigned.

PHYSICAL DEMANDS / WORK ENVIRONMENT :

MINIMUM REQUIREMENTS :

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