Senior CRM Administrator

Job Description:

Senior CRM Administrator

Remote, USA / Remote, Canada

Overview  Here at OTI our innovative sampling tools and diagnostics unlock access to accurate, essential information that advances global health and well-being. Our products include molecular sampling kits for the genome and microbiome, and rapid diagnostics for infectious disease.

As the Sr. CRM Administrator, this individual is responsible for the ownership, management, implementation and training support of the company’s Customer Relationship Management tool. This individual will work closely with cross-functional teams including sales, sales operations, sales development, marketing, quality, R&D, product management, finance and management to understand and execute solutions for user requirements.

Snapshot of Responsibilities:

• CRM Administration, Development and Support Leadership:
• Oversee all aspects of user and license management, including new user setup/deactivation, roles, profiles, permissions and public groups
• Resolve user support inquiries
• Support team members and monitor user adoption
• Work with users and stakeholders to gather requirements for CRM
• Work with users and stakeholders to manage and prioritize inbound CRM requests and implement  required changes
• Analyzing data via CRM reports and dashboards to inform business performance
• Maintaining and improving CRM data management processes and accuracy
• Work independently, with members of IT and consultants to: 
• Design solutions to address stakeholder needs
• Assist customization of the CRM using CRM administrator system access including new entities, custom workflows and field customizations
• Assist development of CRM code, custom applications, integrations and user interface
• Assist development of responsive, optimized ecommerce solutions
• Document processes, including error reports and changes to field history
• Import and manage data as well as integrate data streams
• Evaluating, communicating and installing new Salesforce releases
• Project management of CRM deliverables including feature development to improve the current system, evaluations of current and future software solutions and deployment activities related to any software upgrades, deployments or migrations
• Training:
• Work with Sales Trainer to develop training materials (including documents, slideshows, videos and quizzes) related to CRM
• Support the Sales Trainer to perform group and one-on-one training sessions with users on an ongoing basis.
• Provide best practices and updates on new/changed features

What You Bring:

• 5+ years of Salesforce support and implementation, Salesforce experience preferred
• Salesforce administrator certification required
• Experience working with retail/B2B ecommerce and customer experience
• Proven ability to capture business requirements and translate into functional updates
• Proven experience working with various business intelligence tools including CRM reports and dashboards
• Strong communication skills
• Ability to converse fluently and effectively about business processes
• Ability to converse about IT and systems based technical requirements and contribute to implementation strategies
• Proven experience in working with cross-functional teams
• Proven ability to train stakeholders and users of the system
• University or College degree/diploma in Business or equivalent combination of relevant job experience and training
• Extensive knowledge of Microsoft Dynamics CRM and/or Salesforce as both a user and administrator
• Familiarity with sales, marketing and financial concepts
• Experience in development of business processes
• Experience in public speaking and training users

The base salary range for this full-time position is 75,000-129,000. In addition to base salary this position is eligible for participation in our annual bonus program. The range displayed on the job posting reflects the minimum and maximum base salary for the position, based on our defined salary pay ranges.

OTI encourages applications from all qualified candidates who represent the full diversity of the communities in which we operate.