People:
- Create a positive team member experience.
- Conducts CRM user training, and provides assistance with user issues such as navigation, document upload, activities, tracking, contact subscription, opportunity completion.
- Assists with departing employee transition plans and acquisition integration to include data extraction, data mapping, CRM implementation, and Transition Plan archive.
Client:
- Provides CRM support for all system users, escalating technical issues to IT department when necessary.
- Assists all Global Shared Services departments with any CRM requests including research, statistics, auditing, training and data updates.
Value:
- Responsible for New Account Creation.
- Processes Transfer Requests of Available Accounts and monitors the Transfer and Challenge System.
- Modifies approved changes to accounts, engagements, and opportunities related to restricted access fields.
- Assists with creating and updating CRM related training manuals, job aids, policies and procedures. Generates detailed process maps.
- Improves and maintains data integrity, working quickly to correct data anomalies and strives to promote and facilitate clean CRM data.
- Provides business development analytics for cross-selling, account penetration and performance.
- Builds custom queries, reports, and dashboards as requested. Compiles and distributes weekly/ monthly /ad-hoc reports as approved by leadership, and provides One-Source reports as requested.
- Assesses client ownership overlaps and facilitates correction in adherence to the Client /Prospect Management and Administration Policy.
- Assists Campaign Manager and Marketing with strategic initiatives, complex marketing lists, and related views.
- Approves and oversees India research on account requests, account and contact reassignments, and distribution of reports.
- CRM implementation of all Ryan entity assignments and CRM document tracking.
- Reassignment of accounts, engagements and opportunities due to Principal Ratifications.
- Other duties as assigned.
Education and Experience:
- High school diploma or general education degree (GED), and zero to two years related experience and/or training in a similar environment; or equivalent combination of education and experience.
Computer Skills:
- To perform this job successfully, an individual must have intermediate skills in Microsoft Word, Excel, Access Outlook, internet navigation and research and superior skills in Microsoft CRM software.
- Knowledge of Excel Pivot Tables preferred.
Additional Skills:
- Excellent written and verbal communication and customer service skills are needed to develop strong relationships and work with senior level executives, as well as all Ryan employees.
- This position also requires strong attention to detail, analytical thinking skills, and the ability to train others.
