CRM Systems and Contact Intelligence Manager

Saul Ewing LLP • Philadelphia, PA • 20h ago

The CRM Systems and Contact Intelligence Manager, based within the Knowledge Management Department, will lead the strategy, oversight, and evolution of the firm's client and contact relationship technologies and data. This is a unique opportunity for an experienced professional to help shape and implement the right approach to CRM management---from optimizing current systems (InterAction) to evaluating and potentially transitioning to new, more advanced platforms that align with firm goals. The role will be responsible for maximizing the effectiveness of the firm's relationship data, enabling attorneys to quickly identify connections between key individuals, companies, and business development opportunities. In addition to the CRM platform, the role includes oversight of integrated tools that support client communications and engagement analysis. This person will also oversee the firm's Email Communications and Data Coordinator on day-to-day CRM related process and data quality efforts. The ideal candidate will bring an enterprise-level understanding of data, systems, and tools to help connect and improve contact intelligence across platforms firmwide. Working closely with key stakeholders, this person will help drive more holistic storytelling and analytics, ultimately strengthening client engagement and strategic decision-making.

Essential Functions & Responsibilities

Oversee all facets of the firm's CRM system, InterAction, and related data management including, maintenance, research, reporting, training and support. This includes:

Strategic System Growth and Integration Leadership

Lead the utilization and expansion of the firm's CRM system.

Assess system improvements, evaluate system transitions/upgrades and lead any new implementations.

Drive firm engagement and adoption of CRM through process development, messaging, and training.

Collaborate with colleagues in other functional areas to advance the integration of CRM data with other firm business intelligence to yield more holistic analytics.

Day-to-Day Systems and Process Management

Manage CRM Data Coordinator and all their process and quality control responsibilities.

Manage processes around data updates, reporting, research and data entry.

Drive ongoing data clean-up processes and maintenance by eliminating duplicate and invalid data, resolving discrepancies, verifying standardization of data and ensuring that required fields are populated.

Stay apprised of latest contact management tools and trends, and identify novel and systematic ways to improve data quality and usage.

Manage processes around distribution of electronic communications -- alerts, newsletters, invitations, etc.- in partnership with the firm's Marketing Communications Team.

Manage system users and permissions.

Training and Policy Improvement

Provide database support and training to legal and non-legal end-users, including answering questions, troubleshooting problems, communicating policy, and teaching or instructing users regarding system functionality, data entry, and basic management.

Develop and provide training on core and advanced system functionality. This would include the creation of documentation and tutorials on processes, policies, and systems configuration.

Reporting and Analytics

Generate analytical reports, using data visualization tools when impactful, to improve the firm's understanding of contact engagement and opportunities.

Generate client relationship intelligence reports for business development and lateral integration.

Help manage and leverage specialized contact lists, like those of our firm alumni and top clients.

Education & Experience

Bachelor's degree

5-7 years of experience within a knowledge management department

Law firm or professional services environment preferred

Knowledge & Skills

Strong project leadership

Thrives working with others and collaborating

Change-driven mindset

An in-depth understanding of InterAction or similar CRM database.

Familiarity with Vuture or similar broadband email distribution platform.

Strong written and oral communication skills.

Patience, a positive, customer-friendly attitude, and the ability to work in a team environment.

Excellent organizing, planning, and project management skills.

Creative and analytical thinker with strong problem-solving skills.

Interest in legal innovation, change management and process development.

Must be extremely organized and be able to multi-task and manage competing priorities.

Ability to produce quality work under deadlines while maintaining a professional and pleasant demeanor.

Benco Dental • Philadelphia, PA • 19h ago

Management & Administrative

Chief Information Officer Location: Philadelphia, PA Business Unit: Information Technology START YOUR APPLICATION ( https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=3461851&source=3461851-CJB-0...

19h ago

Go to Apply

Bilingual Receptionist

AMERICAN CABLE COMPANY INC. • Philadelphia, PA • 19h ago

Management & Administrative

Are you looking for a job as a receptionist? Your search stops here because we are looking for a receptionist with a pleasing personality and customer service attitude to manage our front offices. If you are someone who...

19h ago

Go to Apply

Executive Administrative Assistant I

TD Bank • Mount Laurel, NJ • 20h ago

Management & Administrative

Work Location: Charlotte, North Carolina, United States of America Hours: 40 Pay Details: 23.25 - 30.75 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportuniti...

20h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.