PCG Consulting group is a dynamic and innovative technology-driven organization that partners with health, education, and human services agencies to improve lives. We have partnered with BFF and is looking for a Senior CRM Administrator to join our team.

The Senior CRM Administrator is pivotal in managing and enhancing the Customer Relationship Management (CRM) systems. This role involves the design, development, testing, maintenance, and support of CRM solutions, working closely with business users and IT resources. The Senior CRM Administrator will leverage their in-depth knowledge to support various business divisions, ensuring CRM initiatives align with overall business and IT strategy. The ideal candidate will have a strong background in managing outbound/inbound call campaigns, data management, and integrating CRM functionalities to drive business efficiency and user adoption. 

Key Responsibilities:

1. CRM System Management and Support: 

• Design, develop, and maintain CRM systems to meet business requirements.
• Provide advanced CRM administration, ensuring the system's optimal performance and scalability.
• Implement new enhancements including custom reports, invoices, workflows, and third-party integrations.
• Maintain user administration and support operational teams in training development and deployment.
• Demonstrate new functionalities to stakeholders to drive user adoption and support.

2.  Collaboration and Stakeholder Engagement:

• Collaborate with business users and IT resources to shape CRM requirements.
• Ensure CRM initiatives align with overall business and IT strategy.
• Support multiple business divisions with tailored CR

3. Campaign and Data Management:

• Manage outbound/inbound call campaigns using skip tracing and IVR dialer systems.
• Oversee functional and technical areas of data management including client/account/member data, dialing/texting campaigns, work lists, and operational reporting.
• Write and maintain SQL queries for data import/export, cleansing, and analysis.
• Identify and translate complex datasets into actionable insights for business solutions.

4. System Enhancements and Continuous Improvement:

• Execute testing plans to ensure functionality and meet business requirements.
• Recommend and implement improvements to enhance data reliability, efficiency, and quality.
• Provide post-deployment support and troubleshoot issues to ensure smooth system operation.

5.  Release and Deployment Management:

• Participate in feature delivery processes, including documentation and operational tasks.
• Utilize Agile methodologies for development and continuous process improvement.
• Evaluate and integrate new features and enhancements from seasonal CRM releases.
• Provision new and refreshed sandbox environments and support deployment processes.

6.  Support and Training:

• Assist with the development and deployment of training materials for end-users.
• Provide dedicated support focused on continuous process improvement.
• Support the resolution of production issues and deliver excellent service to internal CRM users.

Professional Experience:

• Minimum of 5 years of IT and/or business experience.
• Deep knowledge of CRM systems architecture and administration.
• 5+ years of experience configuring CRM systems with workflows, validation rules, roles & profiles, reports, and dashboards.
• 4+ years of experience with SQL and report writing.
• 3+ years of experience with JavaScript and CRM development using custom APIs.
• Experience with SaaS Dialer solutions (e.g., LiveVox, TCN, MyCall Cloud) and SaaS Texting solutions (e.g., SBT, LiveVox).
• Familiarity with ETL processes and Data Warehouse/SQL/OLAP technologies.
• Exposure to large, complex deployments and enterprise IT software lifecycle management.

Technical Proficiency:

• Strong understanding of CRM configuration tools and data structures.
• Proficient in writing/designing analytical reports using SQL and Excel.
• Experience with Agile development methodologies and project management processes.
• Hands-on success in troubleshooting complex platform issues and enabling new features in CRM systems.

Personal Attributes:

• Excellent problem-solving skills with a continuous improvement mindset.
• Ability to understand and translate functional and technical requirements across different business landscapes.
• Strong communication skills to effectively collaborate with stakeholders and drive user adoption.

Educational Background:

• Bachelor’s or Master’s degree in a relevant field.

Additional Considerations:

• Experience with formal project management processes is a plus.
• Knowledge of release processes for complex integrated enterprise applications is beneficial.