CRM Platform Specialist

We are seeking a detail-oriented and technically capable CRM Platform Specialist to join our CRM Platform team. This role will support day-to-day platform administration, data management, and operational activities across our CRM ecosystem, including ongoing transition and support efforts from SAP CRM to Salesforce.com.
The ideal candidate thrives in a fast-paced, cross-functional environment and brings a strong balance of technical aptitude, data discipline, and operational awareness.

Key Responsibilities
Platform Administration & Support

• Perform routine CRM administration tasks, including user setup, permissions, and role management
• Monitor system health and troubleshoot user-reported issues
• Manage ticket intake, triage, and resolution for CRM-related requests
• Maintain and update system documentation and knowledge base resources

Data Management & Governance

• Execute data imports, exports, and updates using approved tools
• Perform ongoing data maintenance across Leads, Accounts, and related objects
• Ensure high data quality through deduplication, validation, and governance processes
• Support account hierarchy management, including parent-child relationship data integrity
• Assist with data audits, reporting requests, and data cleanup initiatives

Lead & Campaign Operations Support

• Serve as Level 1 triage for inbound lead form submissions, ensuring timely and accurate processing
• Perform basic QA on lead routing and scoring rules to ensure proper assignment and workflow
• Monitor and escalate feedback on lead process inefficiencies or friction points
• Support campaign execution and lead data management activities
• Track and report on key operational metrics and support process accountability

Collaboration & Coordination

• Partner with CRM product owners, developers, and business stakeholders
• Participate in sprint ceremonies and project check-ins as needed
• Communicate clearly on progress, priorities, blockers, and risks

Qualifications

• 1–3+ years of experience supporting CRM platforms (Salesforce experience preferred)
• Familiarity with CRM administration concepts (users, roles, security, workflows)
• Experience with data management, data quality, and reporting within CRM systems
• Strong attention to detail and organizational skills
• Ability to troubleshoot issues and manage multiple priorities
• Comfortable working in cross-functional teams and fast-paced environments

Preferred Qualifications

• Experience with Salesforce.com (administration or support)
• Exposure to SAP CRM or CRM migration environments
• Basic understanding of lead lifecycle management and campaign operations
• Familiarity with data tools (Excel, data loaders, or integration tools)