CRM Operations Administrator

Essential Functions

• Manage day-to-day CRM administration, including user setup, permissions, field maintenance, templates, lists, dashboards, workflows and routine configuration needs.
• Maintain CRM records, modules and system settings related to companies, contacts, opportunities, projects, activities, account planning, marketing and reporting.
• Troubleshoot user issues, coordinate with internal stakeholders and escalate technical matters to Unanet support or internal teams as needed.
• Support configuration testing, system updates and approved enhancements before changes are applied to production.

Data Quality and Governance

• Support maintain CRM data quality through routine audits, cleanup, and review of key records.
• Support established data standards, including required fields, naming conventions, record structures, account information and pursuit- and project-related data.
• Identify recurring data quality issues and recommend practical improvements to fields, values, workflows, training topics or system controls.
• Help prepare and validate CRM data for reporting, integrations, migrations, updates or other business needs.

User Support, Training and Enablement

• Provide responsive, practical support to CRM users across business functions.
• Partner with Central Support team and internal stakeholders to develop and maintain user guides, FAQs, process documentation, training materials and quick-reference resources.
• Support CRM onboarding for new users and refresher training for existing users.
• Help reinforce consistent CRM usage by clarifying expectations for timely, accurate and complete information.

Reporting and Business Operations Support

• Support the development and maintenance of standard CRM reports, dashboards and data views.
• Aid in recurring reporting needs related to pipeline, pursuits, client relationships, activities, account planning and CRM adoption.
• Assist with reliable data inputs for leadership reporting, forecasting and business planning.

System Enhancement and Continuous Improvement

• Help evaluate ways to expand practical use of existing CRM capabilities in support of business needs.
• Support approved CRM enhancements through documentation, testing, user communication and rollout support.
• Track recurring user questions, system issues and process gaps to help inform future improvements.
• Recommend practical improvements to strengthen usability, data quality, workflow consistency and user experience.

Process Documentation

• Document CRM-related processes, user steps, roles, decision points and handoffs.
• Support CRM’s role in business workflows that connect pursuit activity, project initiation, marketing, reporting and related operational processes.
• Partner with Central Support and other internal teams to maintain clear internal system documentation as standards, workflows and usage evolve.