CRM & Sales Operations Associate

Summary of

Key Objectives

The CRM & Sales Operations Associate combines sales operations support and performance enablement with Customer Relationship Management (CRM) subject matter expertise, including ownership of CRM administration and continuous improvement initiatives.

This role supports execution of the Company’s strategic priorities by enabling sales effectiveness, optimizing processes, and ensuring data integrity, while contributing to revenue growth, operational efficiency, and a high-quality customer experience. The position drives business outcomes through cross-functional collaboration, disciplined execution of sales operations best practices, and ongoing enhancement of CRM capabilities to support evolving business needs.

Description of

Key Responsibilities

CRM Administration:

• Maintains CRM architecture and system standards.
• Leads data governance of CRM and alignment with enterprise governance team.
• Develops and influences the corporate CRM strategy.
• Manages projects, enhancements, and processes that impact or relate to CRM.
• Proactively identifies, prioritizes, and executes CRM improvements with minimal user disruption.
• Configures and maintains workflows, fields, objects, and CRM functionality using standard administrator tools or custom solutions.
• Improves CRM system usability and efficiency to increase productivity across users and departments.
• Supports all CRM user groups by ensuring system functionality aligns with cross-functional business needs and requirements.
• Coordinates with IT and technical teams to ensure CRM system changes support integrations and do not interrupt business operations.
• Communicates CRM system updates and provides training to users prior to implementation.
• Monitors and improves data quality through audits, reporting, and automated processes.
• Ensures data is accessible, accurate, and usable to support business decision-making.
• Maintains CRM system security, including roles, profiles, permissions, licenses, and access controls.
• Monitors application storage and manages data retention and archiving practices.

Sales Operations:

• Demonstrates a working knowledge of Inside Sales, Business Development, and sales pipeline management, including stages and performance metrics.
• Supports Sales Managers by providing accurate reporting, data analysis, and insights to support decision-making, pipeline visibility, and identifying trends, risks, and opportunities.
• Strengthens pipeline management, reporting, and data integrity across all sales channels.
• Contributes to revenue budget, forecasting, and sales compensation processes.
• Identifies and implements process improvements to enhance sales efficiency and effectiveness.
• Supports administration and optimization of sales tools to ensure alignment with CRM and sales workflows.
• Ensures CRM architecture and functionality directly supports sales processes, enabling accurate pipeline visibility, forecasting, and execution.
• Identifies opportunities to harness the CRM data for use in analyzing with other keys systems data and making business decisions.

Other duties as assigned.

Qualifications & Experience

• Bachelor's Degree or equivalent combination of education and experience preferably with emphasis in Business Administration, Sales, Business Analytics, Data Analytics, Information Systems, or related field..
• Previous sales, sales coordination and/or administrative support experience is required.
• Ability to develop strong interpersonal relationships among cross-functional groups and throughout various levels of management.
• Demonstrated ability to prioritize work, manage multiple projects, and effectively utilize time and resources to achieve business objectives.
• Strong analytical skills with an interest in data, systems, and problem solving.
• Intermediate to advanced experience in Microsoft Office suite of tools, with a specific emphasis on Excel.
• Minimum of three years’ experience with Salesforce.com is required.
• Experience with JD Edwards, RingCentral, and LiveEngage preferred.
• Ability to deliver training and support to users in both individual and group settings.
• Strong project management, communication and critical thinking skills.
• Demonstrates a commitment to continuous learning, process improvement, and operational excellence.
• Maintains a high level of attention to detail while applying strategic thinking.
• Salesforce Certified Platform Administrator certification is required to be achieved within 12 months of hire into role.
• Salesforce Certified Platform Administrator II certification is required to be achieved within 24 months of hire into role.

Position Travel Requirements

Up to 10% travel

Typical Work Schedule

Normal business hours Monday through Friday, for a typical 40-hour workweek.

FLSA Status

Nonexempt, hourly position. Overtime pay applies for eligible hours over 40 in a workweek.

Peak Work Time Requirements

Additional hours beyond 40 in a workweek or adjusted working hours (i.e., varying start and end times) may be required for the month of January, during filing deadline weeks, and/or to meet project deadlines.