Customer Relationship Management

3 weeks ago

Burlington, Canada City of Burlington, Ontario Full time

**Description**:
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

**Location**

**Position Overview**

This position will be responsible for configuration, training and operational support for the city’s Customer Relationship Management system (CRM). As a key member of the Customer Experience (CX) team, the CRM Administrator will develop business process flows, test, train, manage user access and foster continuous improvement for use of the CRM system.

This role is a key partner with Burlington Digital Services (BDS), Customer Experience (CX) and department staff, maintaining and improving best practices, acting as an internal champion for CRM and Customer Experience, identifying, recommending, and implementing changes to optimize customer service and CRM system usage.

**Responsibilities**

This position will be responsible to:

- Work closely with the Business Analyst and vendor to develop and execute comprehensive system and user testing plans.
- Provide leadership and direction to department staff who will be participating in system development, testing and training. Collaborate and monitor the work of other staff related to system changes. Makes decisions that affect the work of others.
- Collaborate effectively with vendor, BDS, Service Burlington, system users and other stakeholders to lead new release management, issue management, and enhancement requests.
- Manage the development of Knowledge Base Articles (KBAs) in accordance with standards, and in collaboration with Service Burlington.
- Provide system expertise as required to support CRM data management and reporting. Support quality assurance of system data.
- Create and maintain all CRM configuration and operations support documentation, and release notes.
- Design and deliver end user training for all corporate CRM users, including development and maintenance of training guides and materials

**Requirements**:
You have a three (3) year College Diploma, university degree or equivalent in a field related to customer service or customer experience, computer systems technology, business systems or business administration. This is combined with 3 to 5 years experience in configuration, usage and training preferably with a Microsoft Dynamics CRM system.

Communication and collaboration are critical to providing quality service to staff and customers. You like to work independently and as part of a team to deliver training and creative solutions. Your initiative and ability to anticipate and solve problems is combined with proven analytical skills. Highly organized with demonstrated attention to detail. Must be able to handle multiple changing priorities and work on multiple concurrent assignments.

This position may require occasional travel between sites and/or City facilities. Must provide your own transportation. This position requires you to provide occasional support for planned and unplanned events, during and outside regular business hours.

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