CRM System Specialist

This role will critically enable customer facing staff by enhancing and maintaining our CRM capability, used in SaaS businesses to develop expert knowledge of internal systems, procedure and automation to meet customer quality and service level agreement requirements.

The Customer Success & CRM Professional will work closely with the customer success and commercial sales teams to scale business operations globally. They will have the ability to recognise system improvement opportunities to aid rapid scaling of system internal users and customers.

They will also work closely with the chief growth officer, content manager and various product managers in their day-to-day activities.

Key Responsibilities:

- Build and configure the CRM (HubSpot) to align with the strategic direction of the business and needs of its users.

- Configure automated services such as reporting, notifications and reminders for CRM users.

- Document new and existing processes and procedures for internal systems.

- Provide user insights and feedback to generate efficiencies and improvements via dashboards, integrations and reporting.

- Support deeper adoption of the system via workshops and training sessions with CRM users.

- Keep onboarding plans for new users up to date.

- Create, maintain and clean customer records to align with internal data quality standards.

- Support a culture of data integrity and consistency in data entry.

- Maintain the privacy of our customers information and ensure all measures are taken to protect it.

- Actively discuss and report risk to data breaches and security.

- Serve as Voice of the Customer by soliciting and presenting business feedback.

- Aid assistance to responding to customer enquiries in a timely manner.

- Ad hoc assistance to customer facing team fielding customer queries during peak periods.

Accountabilities:

- Ensuring Hubspot CRM is a single source of truth for accurate and current customer information.

- Consistent use of the CRM by internal users.

- Admin management and escalation of issues to appropriate team members.

Requirements:

- 2 years of hands on experience in a customer support role with a strong focus on CRM support.

- Outstanding customer communication and stakeholder management experience.

- Experience with Google Workspace and associated products.

- A passion for the industry and providing exceptional customer service.

- Exposure to/desire for understanding of advertising media industry sector.

- Understanding of the global nature of our customers and possessing a maturity to deal with different cultures and time zones.

- Understanding of data privacy and security laws.

Competencies:

- Consulting & Advising: Uses technical and/or process expertise to provide guidance and help others identify opportunities, resolve challenges, and transfer knowledge.

- Teamwork: Works cohesively with others, actively participates within groups to achieve team goals, supports other team members, and leverages strengths to make the team better.

- Active Listening: Fully concentrates on what is being communicated, asks questions to ensure understanding, and responds in a way that conveys interest.

- Organising Communication: Establishes formal and informal channels for communication and uses appropriate methods, messaging, and timing to effectively disseminate information.

- Managing Work: Identifies tasks and activities required to achieve desired outcomes then assigns, directs, and monitors the work of others as needed to ensure effective and efficient completion of the work.

- Organising & Planning: Arranges information, materials, timelines, and resources to accomplish goals. Breaks large projects into smaller, more manageable components, and uses prioritisation and effective time-management to accomplish the work within each component.

- Mindset: Curious, Global, Respectful, Warm