Functional Analyst, CRM Specialist (Personal Services)
The Functional Analyst - CRM Specialist in the IT department is responsible for bridging the gap between business processes and technology solutions, with a focus on customer relationship management (CRM) systems. This role is essential in ensuring that the CRM system supports and enhances key business functions such as sales, marketing, and student experience.
The primary purpose of this position is to analyze business needs, gather requirements, and design CRM solutions that optimize business processes, improve customer interactions, and drive user adoption. The Functional Analyst will work closely with stakeholders across the organization to identify opportunities for improvement, implement CRM system enhancements, and provide ongoing support and training to ensure the CRM system is effectively utilized.
This role also plays a key part in maintaining the integrity of CRM data, ensuring seamless integration with other enterprise systems, and delivering insights through reporting and analytics to support decision-making and business growth. The Functional Analyst - CRM Specialist is a critical partner in leveraging technology to align CRM strategy with the organization's broader goals.
The Functional Analyst – CRM Specialist plays a vital role in aligning business objectives with technology solutions by analyzing business processes, eliciting requirements, and translating them into functional specifications for software development. This role serves as a liaison between business stakeholders and technical teams, ensuring that software solutions effectively meet business needs and drive operational efficiency.
Expected Contributions
- CRM Administration: Oversee the entire life cycle of business applications, encompassing strategic planning, architectural design, configuration, maintenance, enhancement, and eventual decommissioning.
- CRM System Analysis & Implementation: Evaluate, configure, and implement CRM systems (e.g., SugarCRM, Salesforce, Microsoft Dynamics) based on business requirements.
- Business Process Improvement: Collaborate with key stakeholders to understand and document business processes, identify inefficiencies, and propose CRM-driven solutions to streamline operations, process, and end-user experience.
- Requirements Gathering: Work closely with business users and leadership to gather and document functional and technical requirements for CRM enhancements, integrations, and customizations.
- CRM Support & Maintenance: Provide ongoing support, troubleshooting, and technical expertise for the CRM system, including issue resolution, upgrades, and system optimization.
- Integrations: Work closely with the Integration Engineer to establish, maintain, and troubleshoot necessary integrations with other business systems.
- Training & Documentation: Develop user training materials and conduct training sessions to ensure successful adoption of the CRM system across departments. Maintain thorough documentation of system configurations, processes, and updates, stored in a shared location.
- Data Management & Reporting: Ensure data accuracy, integrity, and quality within the CRM system. Develop reports and dashboards to provide insights into business performance, customer interactions, and sales activities.
- Cross-functional Collaboration: Work closely with other IT teams, including developers and infrastructure teams, to integrate CRM with other enterprise systems such as SIS, marketing automation tools, and customer support systems.
- Vendor Management: Coordinate with CRM vendors or external consultants for any advanced technical configurations, system customizations, or integrations as needed. Meet regularly with the vendor to establish and maintain the relationship.
- Bachelor's degree in Information Technology, Computer Science, or Business, or equivalent experience.
- 5+ years of experience as a Functional Analyst, Business Analyst, or similar role, with a focus on CRM systems.
- Hands-on experience with CRM platforms (e.g., SugarCRM, Salesforce, Microsoft Dynamics).
- Strong understanding of business processes, particularly in sales, marketing, and customer service. Education experience a plus.
- Ability to gather and translate business needs into technical requirements.
- Excellent communication and interpersonal skills for working with cross-functional teams and business stakeholders.
- Analytical mindset with strong problem-solving skills.
- Experience in CRM system customizations, integrations, and reporting tools.
- Experience with cloud-based CRM solutions.
- Knowledge of CRM integrations with other systems (e.g., SIS, Marketing platforms, ERP, email platforms, etc).
- Familiarity with SQL or other data querying languages.
- Certification in CRM platforms (e.g., Salesforce Administrator, SugarCRM Administrator, Microsoft Dynamics Specialist) is a plus.
The College provides an award-winning culture and offers a competitive total compensation package that includes:
- Lucrative Time Off (25-40 Days PTO, Paid Family Medical Leave, 11 Paid Holidays)
- Retirement Savings Plan with Supplemental Contribution and Match
- Tuition Remission and Reimbursement
- Medical, Dental, Vision, and Wellness Benefits
- Company-paid Short Term and Long-Term Disability
- Flexible, hybrid, and remote work schedules
The target hiring range is $91,400 - $100,000
***The salary of the candidate selected for this role will be based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The hiring range represents The College's good faith and reasonable estimate of possible compensation at the time of posting. Applications for this opening will be accepted through April 11, 2025.
In policy and practice, we encourage diversity and provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We are committed to maintaining a welcoming and inclusive environment. The American College of Financial Services is an E-Verify Employer.
