What are the responsibilities and job description for the Customer Relationship Management Analyst position at Rhino Tool House?
Position Summary
The CRM Analyst plays a crucial role in aligning sales and marketing efforts with technological solutions that optimize customer relationship management (CRM) systems. This position will focus on implementing, optimizing, and maintaining CRM platforms, analyzing sales processes, and identifying improvements that drive efficiency, supporting our aggressive growth strategies. Reporting directly to the Manager of Financial Planning and Business Systems, this role works closely with senior leadership and cross-functional teams, acting as a trusted partner to drive business growth and process improvements.
Key Responsibilities
CRM System Implementation & Management
Serve as the subject matter expert (SME) for CRM configuration, implementation, and ongoing system management.
Lead CRM integration projects, aligning with our M&A strategies and ensuring smooth transitions and scalability.
Business Process Analysis
Collaborate with sales, marketing, and cross-functional teams to gather business requirements and define future CRM needs.
Design and implement scalable, efficient solutions that align with organizational objectives and industry best practices.
Data Integrity & Maintenance
Maintain the accuracy, stability, and reliability of CRM data systems, ensuring data integrity across all platforms.
Develop workflows and processes to ensure CRM systems run efficiently and support business operations.
Troubleshoot, diagnose, and resolve system issues, including managing updates, patches, and maintenance tasks.
Training & Support
Develop and deliver comprehensive training programs to empower CRM users and maximize system utility.
Maintain user documentation and provide ongoing support to ensure user proficiency and system optimization.
Vendor Collaboration
Cultivate and maintain relationships with CRM vendors, managing system updates, bug fixes, and new feature rollouts.
Project Management
Lead CRM-related projects from inception to completion, ensuring timelines are met and business objectives are achieved.
Document system changes, incidents, and integration processes to ensure accurate records.
Compliance & Security
Ensure that all CRM operations comply with accessibility, security, and regulatory standards.
Define and monitor key metrics to assess CRM system performance, including uptime, user adoption, and responsiveness.
Skills & Experience
Proven experience working with sales, marketing, and IT teams to integrate and optimize CRM systems, ideally in a distribution or manufacturing environment.
Strong project management capabilities, including planning, tracking, and timely delivery of projects.
Analytical and problem-solving skills with the ability to approach challenges creatively and effectively.
Excellent written and verbal communication skills, with the ability to collaborate across departments and engage with senior leadership.
Strong interpersonal skills, with a customer-focused mindset and a solutions-oriented approach.
High energy, strong ownership of work, and commitment to delivering results.
Experience with HubSpot CRM is preferred.
Competencies
Data-driven decision-maker with the ability to apply logic and reasoning to solve complex problems.
Adaptable and resilient in dynamic environments, with a solutions-oriented approach.
Excellent at building internal and external relationships and ensuring alignment across teams.
Holds accountability for commitments, views mistakes as learning opportunities, and continuously improves.
Strong communicator who fosters teamwork and ensures efforts are aligned toward organizational goals.
Qualifications
Bachelor’s degree in business, computer science, or a relevant field.
Minimum of 3 years’ experience as a CRM Analyst.
Experience in system administration, integration, and implementation.
Eligibility to work in the U.S.
Compensation & Benefits
Comprehensive health coverage, 401k, and other employee benefits.
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