Senior CRM Administrator - Code: 2215

Overall responsibilities:

WORK FOR A GLOBALLY RECOGNIZED WORLD LEADER! Work with NII Corporate management to oversee NII’s Customer Relations Department, CRM policy, procedures, structures consistent with industry benchmark level in CRM. Establish and manage NII’s corporate policy and budget for customer relations, through the introduction of reliable systems, processes and procedures for interacting with NII customers. Maintain and service NII customer database including but not limited to leads, marketing efforts, sales contact, quotes, orders, support and service information along with building strong processes and procedures around enhancing the usefulness, adoption and security of this critical business system. Provide communications support working with outside vendors for Trade shows, advertising and web based activities. The Senior administrator for Nikon Instruments Inc Salesforce CRM system position will include day to day administrative tasks to maintain the proper functioning of CRM operations including administrative maintenance, troubleshooting, as well as working with NII management to identify and implement additional functionality to the system. These duties will include CRM maintenance of the NII customer database which include inbound sales leads, outbound marketing efforts, as well as sales related contacts, quotes, orders, service support and report generation/analysis. This position will also include working with sales, marketing and service teams to help build improved processes and procedures aimed at enhancing the usefulness, stability and security of this CRM system.

Key areas of responsibility:

• Maintain day to day CRM operations for NII sales, marketing and operations teams via SalesForce.com. • Quickly identify potential problems and make corrective action related to CRM technical and business processes to ensure smooth operation of the system. • Act as a liaison between systems operations and management to identify potential issues or improvements. • Assist marketing in ensuring outbound campaigns are properly connected to the CRM system for monitoring ROI and effectiveness. • Work with Sales management and sales team to ensure correct territory and lead assignments and to help maintain customer data in SFDC. • Provide custom reports and analytics from SFDC to Sales, Product, Service, Software, Marketing and Operations. • Assist in the implementation of large-scale CRM development projects, including working with management and all NII departments to identify areas of improvement and implement solutions. • Continually monitor new developments in the field of CRM and marketing automation and communicate new and innovative concepts to management. • Create training material for onboarding new-hires as well as keeping the company abreast of new/important developments/pages/tools that have been implemented in SFDC. • Includes the potential to occasionally work outside of normal hours of operation, as needed, in order to maintain full functionality of the CRM system.

Qualifications:

• BA level degree preferred • Minimum 2 years of experience in CRM systems (specifically Salesforce and preferably Pardot) • In-depth experience with Salesforce.com including SFDC back-end administration and front-end maintenance. (SFDC administrator certification a plus.) • Basic knowledge of CRM and Database system development • Experience in setting up reports in SFDC. • Proficient in MS Word, Excel, Access, PowerPoint, Window’s OS • Basic familiarity with software such as ACT, Goldmine, MS CRM, Right Now and, Saleslogix a plus. • Project Management Skills • Must be able to communicate and promote new and innovative concepts relating to customer service, support and the CRM System. • Preferred basic graphic design knowledge

Education, skills & experience:

• BA level degree preferred • Minimum 2 years of experience in CRM systems (specifically Salesforce and preferably Pardot) • In-depth experience with Salesforce.com including SFDC back-end administration and front-end maintenance. (SFDC administrator certification a plus.)

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