Systems Engineer, CRM Systems

This position is responsible for maintaining, enhancing, and supporting the firm’s Client Development, Marketing and Sales related systems.

The Systems Engineer will draw upon his / her problem solving, critical thinking and technical skills to analyze and resolve customer challenges, develop best practice methods, and ensure customer success.

This is a customer facing role so excellent communication and people skills are required. In addition, a positive attitude, rigorous work habit, and professionalism in the workplace are a must as well as strong analytical, organizational, and multi-tasking skills.

This is a Firmwide, full-time, fully remote, exempt position based out of our Austin, Dallas, Houston, or Washington office with excellent benefits.

CRM Systems Administration General Duties

• Act as a subject matter expert and first line support contact for all CRM systems and related processes, with focus on CRM (Client Relationship Management) and ERM (Enterprise Relationship Management) systems and all related marketing and sales systems to include Foundation and Pitch Perfect
• Take ownership of Admin level tasks for CRM systems
• Work as a member of the core team to implement a new CRM system
• Participate in planning, development, and implementation of upgrades, new modules, and related applications
• Provide level one support to analysts / engineers in other groups who work with integrated systems as well as Service Desk escalations
• Investigate and resolve complex technical issues, escalating to vendors as appropriate
• Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary
• Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues
• Monitor and follow up with customers after resolution of complex technical issues to ensure integrity of solutions
• Facilitate the escalation of major issues to the appropriate parties
• Provide management with project briefings
• Identify and act on opportunities for self-improvement
• Attend regularly scheduled project meetings with other teams and departments, acting as a subject matter expert
• Attend seminars and training in a variety of formats to enhance technical skills
• Participate in testing and quality checks as required
• Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction
• Evaluate new products and tools as required
• Other projects and duties as assigned by supervisor, including after hours and weekends when needed

Qualifications : Required

Required

• Experience with a CRM software platform
• Expert knowledge of SQL, although DBA level not necessary
• Ability to quickly learn how to implement and manage new applications, systems, and related technologies
• Extremely strong analytical and troubleshooting skills
• Excellent communication skills
• Ability to manage multiple high priority projects and initiatives simultaneously
• Ability to meet required deadlines
• Ability to self-manage
• Ability to interact with customers and team members employing a high degree of tact, diplomacy, and professionalism
• Ability to maintain strict confidentiality regarding CRM data
• Ability to document all systems, processes, and procedures in a timely, clear, and concise manner

Preferred

• Bachelor’s degree in related field
• Experience in Agile Projects
• Experience supporting a Legal or Professional Service firm’s CRM System
• Experience with Experience Management Systems and Pitch and Proposal Software
• Knowledge of SSRS reporting
• Knowledge of Intapp Integrate or Boomi
• Preferred locations are Austin, Dallas, Houston, or Washington

Physical Demands :

• Must be able to work at a computer and telephone for extensive periods of time
• Must be able to routinely lift and carry files and other items up to 10 pounds.
• Must be able to function in a standard office environment.

Working Condition and Environment :

• Unusual and extended work hours may be required.
• Must be available after hours and on weekends when support is required.
• This is a fully remote position, however periodic onsite meetings.

Baker Botts