Implementation Specialist, CRM I

We are looking for a Implementation Specialist, CRM to join our team! The Implementation Specialist I, CRM is responsible for the delivery of world-class customer technical support and services for assigned customers.

Education and Experience:

• Bachelor’s Degree or combination of education and experience.
• 1-2 years’ experience in corporate training, technical services or related industry.
• Demonstrated, in-depth technical knowledge of CRM Systems that encourage customer retention.
• Experience in the Attractions Industry or Visitor Experience Management, a plus.
• Willingness and ability to quickly learn new features and functionality in the Microsoft Dynamics and PowerPlatform stack.

Core Competencies:
Technical Skills

• Maintain an understanding of all Galaxy components and their operations.
• A demonstrated proficiency of Microsoft Office 365 programs.
• Willingness to learn advanced troubleshooting assistance for all Gateway CRM components.
• Working knowledge of CRM Systems in general and MS Dynamics CRM (including Dynamics 365).
• Understanding of Microsoft SQL databases structures and queries preferred.

Soft Skills

• Excellent written and verbal interpersonal and communication skills, including exhibiting professionalism and diplomacy when working with customers.
• Ability to work/communicate to all levels of management and knowledge-based personnel and always keep a professional demeanor.
• Ability to work both in a project team environment and on an individual basis.
• Proven experience with coordination of multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure.

Other

• Working additional hours beyond regularly scheduled hours as requested by management.
• Ability to learn and intuitively differentiate between billable and support activities for external client engagements as defined by internal policy.
• Understanding of the necessity to meet stringent deadlines.

Essential Duties:

• Conducts related needs analysis and gathers client requirements. Successfully trains, installs, configures, deploys, customizes, and tests Gateway’s CRM products and services.
• Assists the Business Solutions and Project Managers with project requirements. Develops related estimates and aids in completing the Scope of Work (SOW).
• Demonstrates a concern for meeting client needs in a way that provides satisfaction and excellent results for the client, leading to additional opportunities within the customer account.
• Ensure customer satisfaction while upholding Gateway’s common business practices.
• Logs all billable time and support time to appropriate systems per policy in near real time and promptly follows procedures to reconcile billable time at the end of each month for accurate invoicing of customers. Owns support issues and communicates regular customer updates through resolution.

General Duties:

• Complete all tasks and handle all situations in accordance with Gateway’s Core Values.
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, or participating in professional organizations.
• Communicate in a clear, concise and timely manner, including voicemail and email.
• Always promote and uphold the values, mission and vision of the company.
• Read, understand and comply with the Employee Handbook.
• Promote and adhere to all defined policies, processes and procedures.

Physical Demands:

• Ability to hear, see and speak adequately (with or without accommodation) to perform the essential functions of the job.
• Ability to perform repetitive movement actions including walking, standing and sitting for long periods of time to adequately perform the essential functions of the job.
• Ability to work in inside environmental conditions.

Diversity and EEO statement:

As an organization, we strive to maintain an environment and culture where all voices and perspectives are valued, where all team members are seen and heard, where opportunities are available to all who seek them, and where all employees feel they are able to bring their authentic selves to work each day. Diversity, equity and inclusion are an organizational priority, and we are committed to further building and strengthening these programs each year.

Gateway Ticketing Systems is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, biological sex, gender identity, gender expression, sexual orientation, national or ethnic origin, genetic information, disability, age, veteran status, family or marital status, or any other applicable legally protected characteristics.

No agencies, please.

We are not sponsoring visas at this time.