Job Title: CRM/ERP Administrator

This position may be filled in either our Marlborough MA  or Hayward CA locations. We are posting in both. 

Meadowhawk Biolabs (MHB), is a young contract research organization with facilities in greater Boston and SF Bay area. We are looking for a motivated professional to join our team and contribute the continuous growth. This unique opportunity is mainly focused on CRM/ERP Administrative & Development duties and will reside in our Operations department.

1. MHB CRM/ERP system is a part of MH integrated IT system.  working in conjunction with project management and interfacing with our website. 

2. We currently utilize ZOHO as a technology platform on which we custom-build CRM modules to manage the life cycle of sales activities, aka from lead generation to deal close, subsequently transitioning into a downstream project execution module and invoicing.

3. In addition, in-depth analysis of business-related items include but not limited to sales insight by account/territory/service line, sales target management, win/lost, to enable sales forecast and manage business strategies. 

4. As a CRM administrator, an individual must work closely with internal S&M teams to ensure data entry and accuracy, dashboard management, troubleshooting, timely data analysis, and yield weekly reports.  Moreover, working closely with all managers to generate custom reports for different groups. In addition, he/she is also responsible for system updates and improvement by working with the CRM vendor to maintain the daily functions of existing modules and ensure the proper interface with the website and downstream module(s).

Roles and Responsibilities:

1. CRM/ERP System Maintenance

a. Manage user accounts, permissions, and access levels.

b. Oversee the day-to-day operation of the CRM/ERP system, ensuring its performance, availability, and reliability.

c. Perform regular system updates, upgrades, and backups.

d. Troubleshoot and resolve any user issues or system errors.

e. Maintain data security and privacy in line with company policies and regulatory requirements by working with IT department.

2. Data Management and Analytics

a. Ensure data integrity by regularly cleaning, de-duplicating, and resolving any discrepancies in the source data.

b. Develop/monitor/enforce good practices among users for the data entry process to ensure consistent, accurate data and its derivatives across the organization.

c. Create and maintain dashboards and various reports to provide timely insights into customer data, sales performance, billing, and other key metrics.

d. Regularly perform deep dive and analyze CRM/Invoicing data to identify trends, patterns, and opportunities for growth or improvement.

3. System Improvement 

a. Customize the CRM/ERP system to meet the specific needs of different departments (e.g., sales, finance, marketing, service lines).

b. Develop, optimize, and implement workflows, automation, and processes to enhance productivity and efficiency.

c. Propose and implement new features or improvements to enhance system functionality and user experience.

d. Stay updated on the latest CRM technologies and industry trends.

4. Integration with Other Systems

a. Ensure seamless integration of the ERPCRM system with other software tools and platforms (e.g., marketing automation, Billing systems (bill.com).

b. Work with IT and third-party vendors to maintain and improve system integrations.

5. Collaboration and Communication

a. Collaborate with stakeholders (e.g., sales, finance, marketing, and service line teams) to gather requirements and feedback.

b. Communicate changes, updates, and best practices to all users.

c. Maintain and update documentation(s) for CRM processes, configurations, and customizations timely.

d. Develop training materials and user guides to support ongoing training and system adoption.

e. Provide technical support and training to end-users to ensure effective use of the CRM system.

Required Skills and Qualifications

· Bachelor's degree preferred, ideally in data administration/informatics.

· Solid background in CRM administration and development.

· Over 2 years of experience managing an ERP/CRM environment.

· Proficiency in customizing ERP/CRM automation workflows.

· Excellent written and verbal communication skills.

· Strong project management skills, including utilizing CRM/ERP capabilities and agile methodologies to manage projects and ensure precise task completion.

· Expertise in data analysis and reporting within and outside the ERP/CRM platform.

Software Skills 

· Ability to configure workflows and Analytics in Zoho

· Some programming knowledge would be beneficial. Zoho currently uses a DELUGE as a scripting language. 

· Experience in configuring integrations between cloud applications. 

· Strong knowledge of social media and digital marketing platforms, including but not limited to LinkedIn, CRM systems, and email campaign tools like HubSpot and Pardot.

· Proficient in using the Microsoft Office Suite (PowerPoint, Excel, and Word), with a particular emphasis on creating PowerPoint presentations

· Knowledge of Smartsheets

· Adopt and embody a client-centric mindset, reflecting our company’s core values.

· Exceptional organizational and time management skills, including overseeing daily activities.

· Capable of working both independently and collaboratively with various internal stakeholders.

· Skilled at multitasking and meeting deadlines.

· Strong communication abilities with a focus on problem-solving

· Strong communication skills and problem-solving mindset.

Position details:

• This position reports to the VP of Operations and IT.