The Senior CRM Coordinator is responsible for the coordination and management of the Firm s Customer Relationship Management (CRM) system on a day to day basis. The Senior CRM Coordinator will ensure that the data is updated and maintained with the most current and relevant information. They are responsible for end user support and training, data management, extraction, charting, reporting, internal sales, marketing, and business processes to identify client/prospect organizational structure for account approval.
Duties and Responsibilities:
- Reviews Transfer Requests of Available Accounts and monitors the Transfer and Challenge System.
- Assists with creating and updating CRM related training manuals, job aids, policies and procedures. Generates detailed process maps.
- 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.
- Approves and oversees India research on account requests, account and contact reassignments, and distribution of reports.
- Oversees departing employee transition plans and acquisition integration to include data extraction, data mapping, CRM implementation, and Transition Plan archive.
- Reviews client/prospect ownership rules for multiple business models to ensure they are in compliance.
- Defines and executes a plan to improve the user experience; promotes adoption of the plan and monitors and improves policies and compliance.
- Supports the evolving needs of the Principal, Management, and Business Development users and applies experience and insight to propose high-value changes to the system, processes, and policies.
- Creates and updates related training manuals, policies, and procedures.
- Delivers new user training.
- Reviews and recommends controls to eliminate duplicate data records, improves and maintains data integrity, and supports users.
- Provides CRM support for all system users, escalating technical issues to IT department when necessary.
- Works with the research team in India, providing direction related to account and contact bulk loads.
- Assists with departing employee transition plans.
- Other duties as assigned.
Education and Experience:
High school diploma or general education degree (GED), and three or more years CRM 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.
C ertificates and Licenses:
Valid driver's license required.
Work Environment:
- Standard indoor working environment.
- Position requires regular interaction with employees at all levels of the Firm; interface with external vendors, attorneys, and clients also necessary.
- Independent travel requirement: minimum travel required
