The CRM Coordinator/Manager will be responsible for the day-to-day-operations of CMA’s CRM platform. This position will be a centralized and collaborative resource serving as the conduit between the Business Strategy & Operations team, which has primary oversight of the CRM platform, and all other teams. This role will seek to understand a wide range of business processes, data use cases, and reporting and tracking needs to develop CRM-based solutions for our staff. The position will champion CRM usage within the organization, aligning use cases across CMA and implementing key solutions. This role is a key player in the development and innovation of CMA’s future.

This position is based in Nashville, TN and requires in-person work.

CMA believes in and expects all staff to act in alignment with its core values of collaboration: exhibiting a team-oriented focus, practicing active listening, demonstrating empathy; being solution-minded: proactively identifying problems and potential solutions; and commitment: exhibiting tenacity, engagement, and passion.

ESSENTIAL FUNCTIONS:

• Serve as CMA’s primary CRM administrator and subject matter expert. Maintain day-to-day operations of the platform
• Design, develop, launch, and implement improvements and innovations to CRM through collaboration with departments across CMA
• Manage and improve CRM processes and workflows
• Develop workflows and data pipelines to and from CRM
• Provide and maintain CRM training for CMA staff
• Understand the sources of data integrated into CRM and recommend how to best collect, organize, use, and optimize this data
• Collaborate with external development resources to optimize CRM infrastructure and build solutions for use cases, as needed
• Establish CRM standard operating procedures
• Ensure data quality through completeness and accuracy of inputs within system
• Constantly perform data hygiene of accounts, opportunities, and other configurations
• Develop and maintain reports and dashboards within CRM per department needs
• Fulfill CRM data requests as needed by departments
• Stay up to date on CRM product releases, system updates, and best practices to recommend new customizations and integrations
Support other Business Strategy & Operations functions, as needed

EDUCATION AND EXPERIENCE:

• Two or more years of experience with CRM, data warehouse, and business intelligence operations
• Experience interacting and managing CRM platforms for sponsorship, ticketing, and/or membership activities
• Experience with implementing and building CRM and/or data processes from the ground up
• Experience with Microsoft Dynamics 365 CRM and Power Platform suite preferred (i.e. Power Apps and PowerBI)
• Knowledge of SQL query building and/or Tableau report building a plus
• BA/BS degree in a relative field or equivalent work experience required

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong communication skills, both verbally and written, with ability to shift from technical to non-technical language based on audience
• Effective at and enjoy teaching, training, and assisting others
• Keen eye to identify problems, ideate potential solutions, and ultimately resolve problems
• Be curious to think creatively and critically
• Flourish when balancing multiple projects and priorities
• Team player that can collaborate and work effectively with a variety of personalities
• Ability to learn and adapt quickly
• Strong analytical skills
• Discernment with the confidentiality and privacy needed with CMA’s data and ability to