CRM Senior Support Specialist

Job Title: CRM Senior Support Specialist
Department: Marketing
Reports to: CRM System Administrator
Job Type: Full-Time (40 hours) / Hybrid Schedule
Salary Range: $55,000 - $65,000 based on experience

Position Overview:
The CRM Senior Support Specialist will be an integral part of the Marketing Department at Alta Company Group.

Job Summary:
Alta is seeking an experienced CRM System Senior Specialist with a strong background in data management and analytics to drive operational improvements. This role involves handling large data sets, data cleaning, and providing key insights to CRM users, surpassing the responsibilities of an entry-level CRM System Specialist. The Senior Specialist will support day-to-day operations within the CRM, focusing on troubleshooting, user support, integrations, workflows, and advanced customizations. This individual will work closely with the CRM System Administrator, offering strategic guidance to enhance CRM processes and improve customer relationship strategies. Additionally, they may lead CRM-related projects and initiatives.

Qualifications:

• Bachelor’s degree in business, Marketing, Computer Science, or a related field (relevant certifications may be considered as a substitute).
• At least 2-4 years of experience working with Microsoft Dynamics CRM (On-Premises experience is a plus).
• Minimum of 2-4 years of experience in database management, problem-solving, and data analysis.
• Experience with ticketing systems (Freshworks or similar preferred).
• Expertise in handling complex tasks, including advanced reporting, system integrations, custom coding, and high-level data analysis.
• Strong communication skills, both written and verbal.
• Proficiency in both technical and functional aspects of CRM systems.
• Ability to develop and deliver training materials.
• Demonstrated ability to work independently and collaboratively in a team environment.
• Excellent attention to detail, strong conflict resolution, time management, and decision-making skills.
• Positive team player with a high level of professionalism, integrity, and motivation.
• Proficient in Microsoft 365 applications (Word, Excel, Outlook, PowerPoint).
• Strong overall computer skills.

Key Responsibilities:

• Manage configurations, customizations, data migration, environment management, and user/group administration.
• Provide technical and functional support for Microsoft Dynamics 365 Sales in both production and non-production environments.
• Lead CRM onboarding for new employees and conduct ongoing training sessions for new and existing users.
• Learn, maintain, and manage CRM automated processes.
• Perform basic and advanced system configurations (e.g., adding fields, creating views, setting up workflows).
• Manage support tickets through the CRM Helpdesk ticketing system (Freshworks).
• Oversee complex customizations, system integrations (ERP, marketing platforms, etc.), and large-scale automation projects.
• Participate in design and architecture discussions with third-party vendors, gathering and documenting business processes and requirements.