OVERVIEW
The CRM Administrator supports and maintains our Microsoft Dynamics 365 Customer Engagement (D365 CE) platform, specifically within the Sales and Customer Service modules. This role will focus on system maintenance, enforcing data entry processes, and ensuring accurate reporting availability. As part of the Sales Operations team, you will collaborate with internal users, including Customer Support, to optimize CRM functionality and provide training for employees while promoting best practices. This position pay range is between $50,000 and $75,000.00 Annual and eligible for annual Bonus.

This position reports to the Channel Sales Operations Supervisor and will interact on a regular basis with sales, administration, customer support, and management staff. This position works cooperatively with others

RESPONSIBILITIES

  • CRM Maintenance & Support
    • Manage day-to-day system operations and ensure data integrity.
    • Enforce CRM entry processes to maintain high-quality, reliable data.
    • Provide first-line user support and troubleshooting, escalating complex issues to internal experts or third-party support teams as needed. It is not responsible for security, user roles, or access controls.
    • Provide timely communication regarding system updates and/or outages to users complete with summarizing what the issue was, or what changes or enhancements were made.
  • Reporting & Data Management
    • Ensure teams have access to necessary reports by coordinating requests and tracking progress.
    • Partner with internal teams to project manage reporting needs but is not will not be responsible for creating reports or performing data analysis.
  • Training & User Adoption
    • Train new employees on D365 CE usage, best practices, dashboards, and company-specific processes.
    • Develop user-friendly documentation and guides as needed.
  • Customization & Process Improvements
    • Assist in evaluating and implementing CRM enhancements while keeping customization minimal.
    • Support integrations between D365 CE and D365 F&O as well as a custom reporting tool.
    • Document business processes and procedures.

REQUIREMENTS

  • Qualifications & Skills
  • Experience:
    • Bachelor’s degree or equivalent combination of education and work experience.
    • Minimum of 3 years of experience as a CRM Administrator, Sales Operations Analyst, or similar role working with Microsoft Dynamics 365 CE (Sales & Customer Service modules).
    • Experience with CRM maintenance, user support, and process enforcement.
    • Familiarity with CRM integrations, particularly with D365 F&O.
  • Technical Skills:
    • Strong understanding of data management best practices within a CRM.
    • Basic familiarity with CRM reporting tools (though this role does not create reports).
    • Ability to evaluate and implement CRM process improvement with minimal customization.
  • Soft Skills:
    • Excellent communications skills – ability to train users, explain technical concepts and enforce best practices.
    • Strong attention to detail to maintain high data quality.
    • Ability to work independently while collaborating with the Sales Operations and Customer Support teams.
    • Familiarity with Power Automate and other Power Platform tools preferred.
    • Basic knowledge of Microsoft Power BI and reporting tools preferred.
    • Previous experience in Sales Operations or Customer Service Environments preferred.
    • Professional written, verbal and interpersonal communication skills that produce desired results.
    • Ability to effectively present information and respond to questions from internal customers which includes coworkers, managers, customers and regulatory agencies.
    • Capable of reading and interpreting information, such as reports, general correspondence and policy guidelines, with the ability to share with others as needed.
    • Ability to use a computer and standard business and other work-related software with minimal instruction.
    • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions and decimals.
    • Excellent active listening, decision-making, team building and customer service abilities.
    • Excellent time and organizational abilities with the ability to seek assistance in a professional manner.
    • Ability to manage multiple and varied projects simultaneously with minimal supervision while maintaining attention to detail.
    • Demonstrated ability to learn and apply newly acquired feedback, skills, and knowledge.
    • Ability to maintain confidentiality and comply with professional ethics and standards.
    • Ability to learn and apply new competencies and information as to enhance individual job performance and make recommendations to the department.
    • Strong sense of urgency, accuracy, and follow-through.
    • Proficient in Dynamics 365 CE, Microsoft Office applications including PowerPoint, Excel, Word, Teams, etc.
    • Flexible, organized, personable; professional attire required.
    • Work diplomatically and effectively across cross-functional teams.
    • Attendance is an essential function of this position; minimum onsite three days per week.
    • Performing all other duties as assigned.

PHYSICAL REQUIREMENTS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • While performing these duties the person is regularly required to walk, stand, bend, climb stairs, kneel, or crouch and successfully demonstrate the ability to write or use a computer or other electronic devices and operate a variety of hand and power tools.
  • Employees in this position may need to regularly lift at least 10 lbs. and up to 25 pounds occasionally and may need to exert themselves while performing the above-mentioned duties.
  • Perform a variety of physical labor including climbing ladders, bending, kneeling, reaching and standing for long periods of time. Also includes being able to lift boxes, tools, equipment and materials.
  • Ability to drive a car and travel to worksites. Employee will be reimbursed mileage according to corporate reimbursement schedule if using a personal vehicle.
  • Reasonable accommodations will be made as needed to assure staff is safe. Assistance will be provided if employee is unable to complete a task.

QUALIFICATIONS

    To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to pass a Criminal Background Check.
  • Current driver’s license along with a good driving record and valid insurance.