CRM Administrator, Boston - USA

The CRM Administrator, based in SOPHiA GENETICS Boston's office, will be involved in the ongoing development of our CRM. The successful candidate will have a record of success in process improvement and adoption using CRM platforms. The administrator will work within the Services Team, and collaborate closely with the Sales Operations Team, Marketing Team, as well as other involved departments to identify develop and deploy new business processes.

 The CRM Administrator will be responsible for executing day-to-day configuration, support, maintenance and improvement of our CRM platform.

Key Duties & Responsibilities: 

  • The CRM Administrator is part of the Service Team
  • Serve as primary system administrator for the CRM environment with 200+ users
  • Handle all basic administrative functions including user account creation and maintenance, workflows and other routine tasks
  • Coordinate the evaluation, scope and completion of new development requests by collaborating closely with Sales Operations and Marketing
  • Take part in all meetings with the external CRM consultants, as well as in internal meetings regarding CRM and ERP 
  • Manage the integration with the ERP and work closely with Finance, Supply Chain and our external partners on this subject 
  • Work with Sales Operations, Sales Success, Educational Services and Marketing to establish and consult on suitable processes to support administrative, development, and change management activities
  • Assist in training of new users, and grow the CRM skill set across the organization
  • Resolution of issues through service desk management
  • Diagnosing and troubleshooting 
  • Identifies, researches, and resolves technical problems 
  • Report product malfunctions
  • Create and Update Support documentations 
  • Create & Update FAQ (knowledge base)

Skills Required: 

  • Ability to easily understand and assess user requests 
  • Ability to assess the impact of new requirements on CRM and all upstream and downstream applications, systems and processes
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests
  • Creative and analytical thinker with strong problem-solving skills and a positive attitude
  • Must demonstrate ability to communicate effectively at all levels of the organization
  • Perfect command of English

Experience Required: 

  • Minimum two years of experience as a CRM administrator
  • Sales Cloud, Service Cloud and Developer certifications preferred
  • Proven ability to design and implement new processes and facilitate user adoption.
  • Strong understanding of CRM platforms, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
  • Strong understanding of CRM best practices and functionality
  • Strong data management abilities
  • A documented history of successfully driving projects to completion
  • A demonstrated ability to understand and articulate complex requirements
  • Previous experience working in a SCRUM or agile environment preferred

Location: Boston - USA

Starting: as soon as possible.