CRM Administrator

Job Description

Job Description

PURPOSE:
 The Global CRM Administrator will be the primary resource for troubleshooting and resolving CRM-related tickets and issues for SMC globally. This role will work with other components of the Sales Enablement team to create and maintain documentation for completing tasks in the CRM both for administrators and for end users. This role will serve as a subject matter expert for the CRM in conversations with all levels of CRM users and management. CRM Admin will Ensure the CRM system is managed effectively and that changes are implemented in a controlled and responsible manner in congruence with the purpose and policy of the organization.

ESSENTIAL DUTIES:
 Conduct advanced technical troubleshooting in SugarCRM to resolve tickets and issues for end-users, managing portal cases and bug-fix requests with SugarCRM as needed
 Answer questions for regional administrators and CRM champions globally to help support all global CRM end users
 Create, develop, and maintain the core content of technical documentation, guides, training materials and support resources as it pertains to the CRM, in partnership with the sales education resource developer
 Participate in enhancement planning discussions, helping to brainstorm solutions, set priority, and create a plan for solving the business need within the timeline.
 Write and manage knowledge base articles and enhancement release notes to be used for CRM support purposes
 Develop potential solutions for future enhancements of the CRM in a UAT environment and lead solution demonstrations
 Build and manage reports, dashboards, and data integrations in the CRM to support business needs
 Conduct insightful analyses on operational CRM case trends, challenges, and opportunities; recommend and implement solutions that drive efficiency improvements
 Work cross-collaboratively with other SMC teams and CRM project teams to plan for CRM integrations and provide high-quality, data-driven insights to leadership.
 Manage multiple short- and long-term projects simultaneously under changing and challenging constraints
 Continuously develop and present innovative ideas based on a data driven approach to improve current business practices and to drive sales growth objectives
 Other duties as assigned

PHYSICAL DEMANDS / WORK ENVIRONMENT:
 Maintain a sustainable posture in a seated position for prolonged periods of time.
 Work requires extensive work using a computer
 Some travel may be required (10% or less)
 Responsibilities may require evening and weekend travel / work to support the needs of the business.

MINIMUM REQUIREMENTS:
 Bachelor’s degree in a related field.
 5 years of work-related experience
 Experience supporting a CRM platform required (SugarCRM experience preferred)
 Strong presentation skills, communication skills, and ability to work with senior management
 Demonstrated success building relationships across all levels within an organization
 Strong judgement skills and ability to work in an unstructured environment with minimal oversight.
 Ability to maintain an advanced knowledge of various operational systems such as ERP, CRM, WMS, LCM, Helpdesk, Data Analytic software
 Must be proficient in MS Suite products and like tools
 Strong time management skills with ability to multi-task and complete work within set deadlines.
 Excellent communication (oral and written) and problem- solving/troubleshooting

Company Description

SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50+ years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share.

Subsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world.

With its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.

Company Description

SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50+ years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share.\r\n\r\nSubsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world.\r\n\r\nWith its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.