CRM Administrator

Overview

 The CRM Administrator will manage and enhance our CRM platform to support enterprise sales, market access, field sales, marketing, and account management teams. This individual will ensure the system aligns with the needs of a chronic care management organization by streamlining workflows, maintaining data integrity, and providing actionable insights through advanced analytics and reporting. Proficiency in CRM configuration and customization, coupled with strong data analysis and presentation skills, is essential. The ideal candidate will have a proven track record in CRM administration within a similar business context and hold relevant certifications. 

This role will report directly to the SVP, Operations, with a flexible work location and potential travel of up to 15% as needed. 

Other Key Relationships: 

• Field Sales, Enterprise Account Management, and Market Access Teams 

• Marketing, Operations, and IT Teams 

• External partners, including vendors and consultants 

Responsibilities

• CRM Administration and Optimization: 

• Configure and maintain CRM for enterprise sales workflows, including user setup, security, data hierarchies, and custom objects. 

• Develop and manage dashboards, reports, and analytics to provide actionable insights for decision-making. 

• Oversee data hygiene and ensure alignment with business objectives. 

• Support and Enablement: 

• Train end-users and provide ongoing support to maximize system adoption. 

• Create and maintain process documentation, training materials, and FAQs. 

• Collaborate with IT and business units to develop requirements for advanced CRM customizations. 

• Analytics and Reporting: 

• Conduct in-depth analysis of sales and account management data to identify trends, forecast performance, and recommend improvements. 

• Present data insights to leadership and cross-functional teams in a clear and actionable manner. 

• Process Improvement and Innovation: 

• Design, test, and implement process enhancements in Salesforce. 

• Lead projects to integrate CRM with other business systems to streamline workflows. 

• Identify opportunities for automation and implement innovative solutions to improve efficiency. 

Desired Outcomes

• CRM operates as a robust and reliable platform supporting enterprise sales goals. 

• Key stakeholders receive accurate and timely data for strategic decision-making. 

• Processes are standardized and aligned with industry best practices. 

• High adoption and user satisfaction among teams leveraging CRM tools. 

• Maintains positive internal and external customer service relationships 

• Maintains open lines of communication 

• Plans and organizes work effectively and ensures its completion 

• Meets all productivity requirements and delivers on tight time-lines 

• Demonstrates team behavior and promotes a team-oriented environment 

• Actively participates in Continuous Quality Improvement 

• Represents the organization professionally at all times 

• Participates on project team involved with enterprise-wide and Agile team initiatives. 

Qualifications

• Bachelor’s degree in Business, Information Systems, or related field. 

• 3 years of CRM administration experience, preferably within the medical supply or healthcare industry. 

• CRM Administrator and Advanced Administrator certifications required; additional certifications (e.g., Sales Cloud, Platform App Builder) are a plus. 

• Expertise in analytics tools such as Tableau, Power BI, or CRM Einstein Analytics. 

• Excellent communication and presentation skills with the ability to influence stakeholders at all levels. 

• Proven ability to manage multiple projects in a fast-paced environment while meeting deadlines. 

• Strong understanding of healthcare systems and the needs of clients, including health plans, employer groups, and providers. 

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. 

• Proven problem-solving skills, with a proactive approach to resolving issues and enhancing client satisfaction. 

• Ability to work collaboratively with cross-functional teams in a fast-paced environment. 

• Strong analytical skills, with the ability to interpret performance metrics and make data-driven recommendations. 

Values

Certainty-The lives of the individuals we serve depend on our ability to execute.  We commit to doing this every day.   

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency.  Deliver what you commit to. 

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.   

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization.  Treat others the way you want to be treated.   

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. 

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals.  Speak the truth.  

Working conditions:   

• Primarily remote with occasional on-site meetings or travel. 

• Requires the ability to work at a computer for extended periods.