Sr .CRM Coordinator

Role & responsibilities

Duties and Responsibilities:

• Reviews Transfer Requests of Available Accounts and monitors the Transfer and Challenge System.
• Assists with creating and updating CRM related training manuals, job aids, policies and procedures. Generates detailed process maps.
• Provides business development analytics for cross-selling, account penetration and performance.
• Builds custom queries, reports, and dashboards as requested. Compiles and distributes weekly/ monthly /ad-hoc reports as approved by leadership, and provides One-Source reports as requested.
• Assesses client ownership overlaps and facilitates correction in adherence to the Client /Prospect Management and Administration Policy.
• Approves and oversees India research on account requests, account and contact reassignments, and distribution of reports.
• Oversees departing employee transition plans and acquisition integration to include data extraction, data mapping, CRM implementation, and Transition Plan archive.
• Reviews client/prospect ownership rules for multiple business models to ensure they are in compliance.
• Defines and executes a plan to improve the user experience; promotes adoption of the plan and monitors and improves policies and compliance.
• Supports the evolving needs of the Principal, Management, and Business Development users and applies experience and insight to propose high-value changes to the system, processes, and policies.
• Creates and updates related training manuals, policies, and procedures.
• Delivers new user training.
• Reviews and recommends controls to eliminate duplicate data records, improves and maintains data integrity, and supports users.
• Provides CRM support for all system users, escalating technical issues to IT department when necessary.
• Works with the research team in India, providing direction related to account and contact bulk loads.
• Assists with departing employee transition plans.
• Other duties as assigned.