CRM Manager, Satellite Industries

Position Summary:
The CRM Manager leads new development, integrations, marketing automations, and updates to Satellite’s CRM Systems. They are also responsible for training employees, creating and maintaining training documentation, creating and distributing reports, and serves as the primary point of contact for the daily administration and upkeep of the CRM Systems.

The goal of the CRM Manager is to facilitate the use of Satellite’s CRM Systems to improve the efforts of the sales, service, and marketing teams. They ensure user interactions are efficient and help Satellite take full advantage of the technology available, ultimately creating better user experiences for the sales, service, and marketing teams as well as external prospects and customers.

Additionally, the CRM Manager assists in the creation of marketing initiatives that support the overall marketing strategy including email campaigns, print and digital advertising, photo and video, tradeshows and events, vendor partnerships, etc.

Essential Duties and Responsibilities:
CRM and Marketing Automation Support and Administration (as it relates to the CRM Systems):

• Responsible for maintaining Satellite’s CRM System, Creatio, its add-ons, and existing integrations with Sage X3 and Microsoft solutions.
• Recommends, develops, and implements new integration touchpoints to improve user and customer experience and adoption
• Ensure the accuracy and cleanliness of customer data by implementing robust data governance practices
• Serves as the primary point of contact and help desk/troubleshooting for users for CRM and its add-ons
• Responsible for troubleshooting downtime and integration outages
• Responsible for training new users as well as ongoing training and support for existing users
• Writes and maintains a library of training documentation
• Train and mentor team members on CRM best practices and usage
• Customer Portal internal support and administration
• Use customer insights and analytics to create detailed customer segmentation and personalization strategies
• Identify opportunities to improve the customer journey, and implement changes to enhance customer satisfaction and loyalty
• Align CRM initiatives with business goals and marketing strategies

Marketing Support:

• Supports the marketing team in creating and executing the overall marketing strategy
• Assists with other marketing initiatives which include print and digital advertising, photo and video, trade shows and events, website and SEO strategies, etc.
• Responsible for creating and distributing weekly and monthly reports related to lead generation, opportunity tracking, leading metrics, and others as requested
• Assists with developing and maintaining 3rd party lead provider partnerships
• Assists with 3rd party SEO vendor partnership, including monthly updates, lead tracking, and reporting

Supervisory Responsibilities:
This position manages all leads, employees, temporary workers, and contractors working assigned.

Education and Experience Requirements:

• Bachelor’s degree in Marketing or related field preferred
• 3-5 years of Marketing experience in a B2B environment
• Previous CRM and marketing automation experience required
• Creatio, Sage X3 experience a plus
• Shown ability to collaborate with cross-functional team members to accomplish goals

Required Skills and Competencies:

• Strong customer service and client focus mindset
• Personal effectiveness and credibility
• Strong interpersonal, customer service, written, and verbal communication skills
• Excellent problem-solving skills
• Project and time management skills
• Schedule flexibility to respond to emergency situations
• Proficiency in MS Office Suite including Word, Excel, and Outlook
• Technical Capacity with experience in PowerPoint, Photoshop, or InDesign preferred, but not required
• Soft skills of leadership, strategy, ethical conduct, diversity and inclusion, collaboration, organizational and analytical capabilities.

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