CRM Manager

CRM Manager Silver Spring, MD, USA | Full-Time (40) The CRM Manager is the day-to-day manager of the federal client's CRM system (Salesforce) and is primarily responsible for ensuring that the system delivers meaningful, real-time insights for planning and operational decision-making. This position will serve under a federal lead who is responsible for developing the overarching strategy for the CRM. The federal client office, NESDIS, provides environmental information to weather forecasters, emergency managers, state and county planners, and commercial sector users (in agriculture, transportation, etc.). Key Responsibilities and Duties Collaborate with stakeholders to align the CRM's capabilities with the agency's mission. Analyze data and trends and build reports and dashboards to provide actionable insights to a variety of stakeholders with different needs, such as product and service leaders, strategic planners, and senior executives. Work with program offices to identify strategies to improve service delivery and/or increase operational efficiency. Develop communications or marketing campaigns that help the agency reach key stakeholder segments with timely and appropriate messaging. Provide system administration support, especially related to user permissions and approvals. Develop and optimize workflows for system users that achieve organizational goals. Act as a CRM subject matter expert, providing training and documentation to system users, including developing maintaining and improving NESDIS knowledge base product user intelligence article and record for CRM system with AI agentic agent capability. No and low-code configuration of the CRM to serve users' needs. Required Qualifications & Skills Bachelor's degree in Marketing, Business Administration, or a related field. 510+ years in CRM management, with specific experience in federal or public sector environments preferred. 2+ years of hands-on experience with Salesforce CRM Strong analytical skills with the ability to turn data into actionable insights. Excellent communication and interpersonal skills. Proven ability to work cross-functionally and manage multiple projects Familiar with Agentic Agent, Ai application in CRM, develop and management of knowledge management system. At CSS, we are committed to fostering an inclusive and merit-based workplace. We provide equal employment opportunities to all individuals, ensuring that hiring and employment decisions are based on qualifications, skills, and performance. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. PI284300015 #J-18808-Ljbffr