CRM Specialist
This is an Intermediate role within the CRM team, with a focus on leading CRM implementations.
This role will be responsible for facilitation, design, configuration, training and post-implementation coaching of clients in HubSpot Sales and Service CRM.
This role will also be responsible for supporting setup, PM, marketing and success teams in HubSpot CRM configuration.
This role will work both tactically and strategically with clients directing the CRM aspects of Digital Transformation. It will be expected that you will challenge and provide advice and consultation in the best practice CRM implementation as well as feeding back opportunities, risks and change to your broader project, commercial and client teams.
You will be responsible for:
CRM Design:
- Facilitate Discovery/Shadow sessions with current users to understand existing processes and tools
- Preparation of CRM Design presentations
- Facilitate and lead CRM Design sessions:
- Map processes
- Provide direction on how HubSpot can meet requirements
- Get consensus on design
- Confirm training, security and roll-out requirements
- Confirm Customer Feedback design (Service CRM only)
- Confirm Knowledge Base design (Service CRM only)
- Documentation of design
CRM Configuration
- Configure database/custom properties and objects
- Configure pipelines
- Configure automation
- Facilitate client briefs for templates, snippets, sequences and playbooks
- Configure templates, snippets, sequences and playbooks
- Configure reporting
- Facilitating internal peer review and testing of own configurations
- Peer reviews of other CRM team member configurations
- Review of configuration with client
- Actioning changes from client reviews
CRM Training & Coaching
- Preparation of Training decks
- Creation of customer-specific training guides as part of the Training deck
- Train the trainer CRM sessions
- End-user Training (where required)
- Post-training support
- CRM cutover/launch support
- Post cutover coaching sessions and updates
Your Skills:
Essential:- Experience using modern CRM platforms such as HubSpot, Marketo, Salesforce, Sugar or similar
- Understanding on how modern SaaS platforms work and integrate with each other
- Can handle a fast-paced, fast-growth environment
- Likes puzzles and figuring out how to achieve things in the best possible way
- An engaging presence and style
- Can articulate presentation of ideas
- Ability to think on the fly and problem solve
- Motivated by self learning
Preferred:
- Configuration of CRM software
- Configuration of reporting
- Experience in digital marketing or segmentation analysis and optimisation would be an advantage
- Have a working knowledge of wireframing and process design tools such as Lucidchart
- Experience in training and coaching teams in Software
- Workshop facilitation