CRM Specialist

The CRM Specialist is responsible for configuring, maintaining and managing programs, products and related data within the organization's Customer Relationship Management (CRM) system. This role ensures accurate system setup, data integrity and efficient business processes that support membership, program registration, financial transactions and organizational reporting.

The ideal candidate is customer-focused, highly organized and proficient in managing support queues. This position plays a critical role in maintaining system effectiveness, promoting best practices and ensuring users have the resources and support needed to perform their responsibilities efficiently.

Role & Responsibilities:

• Configure and maintain programs, sessions, products, fees, schedules and related records within the CRM system.
• Ensure accurate setup of registrations, enrollments, discounts, financial assistance options and payment configurations.
• Manage data entry, updates and imports while maintaining the accuracy, consistency and integrity of CRM data.
• Collaborate with program, membership, finance and operational teams to gather requirements and implement system configurations that support business needs.
• Review and validate program setups prior to launch to ensure compliance with organizational standards and operational requirements.
• Troubleshoot data and configuration issues and partner with internal stakeholders to resolve discrepancies.
• Perform routine audits and quality control checks to identify and correct data inaccuracies.
• Support system upgrades, testing, enhancements and implementation of new features.
• Troubleshoot and resolve CRM-related issues, escalating complex problems as needed.
• Communicate regularly with stakeholders regarding request status, resolutions and expected timelines.
• Support system-related projects, including upgrades, integrations and new feature implementations.
• Support Accounts Receivable and operational teams with system-related transactions (e.g., enrollments, adjustments and credits.)
• Act as a liaison with CRM vendor support and account management teams.
• Ensure accuracy, consistency and integrity of data within CRM system.
• Respond to all member and staff inquiries and complaints following Expect The Best standards.
• Exercise sound judgement.
• Perform other duties as assigned.

Qualifications & Education Requirements:

• Bachelor’s degree or equivalent combination of education and experience.
• 2+ years of experience working with CRM, database or enterprise software systems.
• Experience configuring programs, registrations or membership-related services within a CRM platform.
• Strong attention to detail and commitment to data accuracy.
• Strong analytical, problem-solving and organizational skills.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with cross-functional teams and provide exceptional customer service.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• Strong proficiency with CRM systems and technology, including standard business software (Microsoft Office suite or equivalent)