CRM Database Analyst

EQUAL OPPORTUNITY EMPLOYER

Position Title: CRM Database Analyst 

Functional Area: Information Technology                

Overview:

Support APQC business and marketing strategies by managing and maintaining the organization’s customer database, mining information and generating lists, and developing reports to support and measure marketing programs. APQC’s technology architecture centers around CRM as the main source of customer information and directly integrates with APQC’s external website and internal accounting system. The CRM Database Analyst is involved in all aspects of using CRM as a sales and marketing tool and a source of strategic information as well as daily tactical needs.

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Responsibilities:

  • Manage CRM database and serve as main contact for any ongoing CRM support
  • Develop additional CRM customizations, workflows, entities, and functionalities to support customized APQC needs.
  • Recognize and propose strategic improvements to CRM and develop business cases for improvement projects.
  • Perform database segmentation, data mining, and customer profiling.
  • Monitor database integrity, coordinating data input for customer prospects, and creating guidelines for consistent CRM use by staff.
  • Coordinate integration needs with connected systems (Pardot, web, GP, FX2)
  • Generate customer lists for marketing, membership, and business development activities.
  • Perform a range of functions in support of marketing research, customer service monitoring, and market assessment.
  • Develop reports and custom requests as requested from end users.
  • Train internal staff on both basic and advanced CRM features.
  • Develop standard tracking and reporting processes
  • Serve as liaison with CRM and Pardot service vendors for special project needs and ongoing support.

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Qualifications & Skills:

  • Degree in Business Information Systems, Business, Marketing, or related field
  • 3-4 years of CRM database management experience, including data cleansing, database structure, and data analysis.
  • 3+ years knowledge and experience with relational and conventional database technology, data modeling concepts, tools and techniques, and general business operations.
  • Expertise in Microsoft CRM, SQL Server, Access, and SQL
  • Excellent communication skills
  • Solid writing, editing and proofreading skills
  • Ability to manage multiple projects independently
  • Extremely deadline and detail-oriented 
  • Nimble and versatile to adapt as services or strategies change
  • Professional manner with excellent customer service skills
  • Function well in a small team environment
  • Advanced Microsoft Office® skills

 

Skill

Proficiency Level Required

Microsoft CRM Administration

Level 4

Database technical skills - SQL

Level 4

   

Oral communication skills

Level 3

Writing skills

Level 3

Project management

Level 4

Team participation – providing feedback, problem resolution

Level 3

Critical thinking and problem solving

Level 4

   

Customer Service – communication, preemptive resolution

Level 4

Task Estimation

Level 3

Definition of Proficiency Levels:

Level 5 = Has comprehensive knowledge. Extensive and comprehensive experience able to mentor in a given area.

Level 4 = Has in-depth knowledge. Can perform without assistance. Repeated and successful experience.

Level 3 = Has applied knowledge. Can perform with assistance. Has performed independently in routine situations.

Level 2 = Limited ability to perform. Has general knowledge only. Very limited experience.

Level 1 = Limited knowledge. No experience.

Level 0 = No knowledge. No experience.

Interested candidates should forward their resume and cover letter to Ashley White (awhite@apqc.org).