CRM Manager

Job Summary

The CRM Manager is responsible for day-to-day administration, data quality, user support, reporting, and continuous improvement of the CRM platform. This role collaborates with business development, marketing, operations, IT, and data professionals to support reliable CRM usage, accurate pipeline visibility, and actionable business insights.

Responsibilities

• CRM Administration & System Optimization
• Serve as the primary administrator and subject matter expert for the company's CRM platform.
• Serve as the central point of contact for CRM questions, support requests, and enhancement initiatives.
• Monitor system performance, troubleshoot issues, and maintain optimal functionality.
• Evaluate, test, and implement new CRM features, enhancements, and integrations.
• Manage CRM enhancement requests by gathering input from impacted teams and aligning improvements with leadership direction.
• Data Management, Data Quality & System Integration
• Maintain CRM data integrity through clear data standards, user access management, security controls, duplicate management, and regular data quality reviews.
• Maintain processes that support accurate, complete, and reliable customer, contact, opportunity, and pursuit data.
• Conduct routine data checks to identify missing fields, outdated records, duplicates, inactive opportunities, and inconsistent pipeline information.
• Coordinate integrations between the CRM platform and other business systems, including ERP, marketing automation, and reporting tools.
• Partner with Power BI and data specialists to support centralized reporting and analytics.
• Reporting, Analytics & Business Pipeline Reviews
• Maintain dashboards, reports, and metrics that show opportunities, pursuits, client activity, and pipeline health.
• Analyze customer, pursuit, and pipeline data to identify trends and improve forecasting accuracy.
• Support business pipeline reviews by validating opportunity data, summarizing movement, highlighting gaps, and identifying follow-up items.
• Monitor key pipeline indicators, including stage progression, projected revenue, proposal activity, win/loss trends, and aging opportunities.
• User Training & Support
• Develop and deliver CRM onboarding and training for new and existing employees.
• Promote CRM best practices and support organization-wide adoption by working with CRM users and Super Users.
• Create user guides, documentation, and training materials.
• Provide ongoing support, troubleshooting, and coaching to help system users maximize system capabilities.
• Communicate technical concepts in a clear, practical manner for employees at all levels.
• Cross-Functional Collaboration & Continuous Improvement
• Take ownership of assigned CRM priorities while receiving direction from leadership and coordinating with stakeholders.
• Maintain a practical CRM improvement plan focused on enhancements, reporting, process updates, and user support.
• Work as a team player with business development, marketing, operations, IT, and data/reporting professionals to improve the system.
• Incorporate appropriate team members and subject matter experts so improvements reflect business needs, user feedback, and leadership guidance.

Qualifications

• Minimum of 5 years of CRM administration experience.
• Experience administering Unanet (Cosential) or comparable CRM platforms preferred.
• Cosential/Unanet certification preferred.
• Experience within the Architecture, Engineering, and Construction (AEC) industry is preferred but not required.
• Experience managing CRM enhancements and user adoption initiatives.

Skills

• Strong understanding of CRM administration, reporting, user adoption, and business process support.
• Experience with Microsoft Office Suite and Power BI.
• Familiarity with CRM integrations, workflow automation, data standards, and data quality practices.
• Strong analytical skills with the ability to turn data into actionable business insights.
• Excellent communication skills with the ability to explain technical information clearly.
• Strong organizational and project management skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to build strong cross-functional relationships.
• Accountable, collaborative, team-oriented, and ownership-minded.
• Experience with advanced analytics and AI-enabled CRM tools is a plus.

Education

• Bachelor's degree in Business Administration, Information Systems, Computer Science, Marketing, or a related field, or equivalent experience.