CRM Specialist

Overview

In this role you will be responsible for providing training & support for users and support staff as well as for driving adoption/engagement across your assigned markets. The CRM Specialist will ultimately take ownership of user adoption, change management, and strategy & process optimization across their assigned markets. You will report to the Global Director, CRM.

The base salary is aligned with market data and is estimated between $50,000 to $75,000 with the ability to achieve additional compensation through bonus. This salary range reflects base compensation for the position across all US locations. Within this range, individual pay is determined by work location and other factors including relevant education/training, experience, and internal equity.

Responsibilities

We are seeking a CRM Specialist to join our dynamic and energetic IT team. The main functions anticipated for this role include, but are not limited to, the following:

• Develop deep understanding of sales professionals’ business requirements and how to best utilize CRM to fulfil their needs.
• Develop a deep understanding of what resonates with local sales professionals and optimize content/messaging/training accordingly.
• Develop and drive strategy to improve the sales team’s experience using the platform.
• Become the Trusted Advisor and main point of contact for all things CRM related in your assigned markets.
• Work closely with assigned markets to gather feedback, insights, and feature requests and provide to CRM leadership to help shape future CRM platform enhancements.
• Support global CRM initiatives and improvements.
• Provide end-user support, new user training, and management of support related requests for your assigned locations.
• Develop and deliver training programs for assigned markets, both online and in-person.
• Create and maintain training materials and documentation including knowledge base articles, training decks, videos, and other supporting assets.
• Track and report on user adoption, analyzing data to provide insights into operational effectiveness.
• Manage data imports and conduct data hygiene reviews regularly.

This is a challenging, entrepreneurial position where the individual will be required to juggle competing priorities and work autonomously, while maintaining effective communication with the Global Director, CRM and ensuring alignment with Avison Young’s ‘big picture’ goals.

Qualifications

• Bachelor’s degree or equivalent experience required
• 2 years of project management or CRM administrative experience preferred, but other relevant professional experience considered
• Salesforce Administrator Certified preferred
• Commercial Real Estate experience preferred
• The ability to create structure, design effective processes, and prioritize
• Successfully tested into and launched retention efforts at scale.
• Both 'direct response' and proactive support experience and have driven meaningful results.
• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment.
• Strong management, leadership, influencing and communication skills: listen, mentor, inspire, motivate, and teach by example.
• Ability to manage multiple moving pieces, productively work through conflict, with creative problem-solving, time management, organizational, prioritization and decision-making skills.
• Thoughtful and self-reflective, willingness to learn.
• Team-player, hard-working, and resourceful.