Customer Relationship Management (CRM) administrators are responsible for bridging the gap between their employers' CRM computer systems and the users. CRM software is designed to help businesses manage customer data, marketing, customer support, business processes, automated sales, employee management, and other applications depending on the employer's size and business needs.
CRM administrators often have a strong information technology (IT) background and must interact with users from different departments and understand a range of applications (marketing services, sales, inventory, etc.) They must be able to educate users on how to correctly enter relevant data into the system and verify and reconcile the data that is entered. They may answer users' questions via phone or email and work with CRM system vendors, and must collaborate with department managers, technical writers, programmers, software engineers, system engineers, and other staff. Strong communication and customer service skills are important in this position in order to work well with internal and external clients, and some troubleshooting skills may also be necessary when problems arise.
A bachelor’s degree in computer science, information technology, or a related field is generally required for this position, and CRM administrators must also know how to customize their employers' CRM systems.
Customer Relationship Management (CRM) Administrator Tasks
Gather, identify, and analyze CRM software requirements and ensure that they are met.
Assist in creation of long-term strategic goals for high data quality and appropriate data use.
Monitor data quality, data migrations, and data integration.
Evaluate and configure CRM system, and provide detailed end user documentation.
Provide technical support to end users, diagnosing and resolving problems.