CRM Technologist – Full Time

The CRM Technologist is the key person responsible for the operation, integration, and maintenance of the CRM and systems that provide the backbone for interest tracking at AIM and the NAD. They are responsible for integration of the CRM with all other platforms that connect to it, including CCaaS, social media, other CRM’s, reporting tools, and SQL databases. Must be able to communicate technical information in clear language understandable to non-technical users. Responsible for using knowledge derived from on-the-job experience to assist with resolving issues from customer base. This position requires long-term commitment and stability.

Andrews University January 15, 2024

POSITION SUMMARY:

The Adventist Information Ministry (AIM) is a service ministry of the North American Division of the Seventh-day Adventist Church (NAD). AIM is the epicenter of interest management for the NAD, focusing on digital evangelism, interest tracking, connecting media ministry interests to the local church. AIM facilitates, empowers, and supports digital small group Bible studies, online communities, and digital evangelism. AIM serves as Customer Service Management that links all institutions, departments, social media platforms, and digital ministries with the goal of tracking and ministering to people we encounter in the digital space.

The CRM Technologist is the key person responsible for the operation, integration, and maintenance of the CRM and systems that provide the backbone for interest tracking at AIM and the NAD. They are responsible for integration of the CRM with all other platforms that connect to it, including CCaaS, social media, other CRM’s, reporting tools, and SQL databases. Must be able to communicate technical information in clear language understandable to non-technical users. Responsible for using knowledge derived from on-the-job experience to assist with resolving issues from customer base. This position requires long-term commitment and stability.

LOCATION

Berrien Springs, MI USA

AUTHORITY, ACCOUNTABILITY:

The CRM Technologist is responsible for ensuring AIM’s software tools are functioning well and supporting the team using them in accordance with NAD policy and objectives. Work is performed independently and with limited supervision. Supervision of others is required. Responsible to the AIM Director.

ESSENTIAL JOB FUNCTIONS:

  • Responsible for the continued operation of the CRM software and connected applications
  • Map the customer journey across each technology tool that makes up the CRM solution
  • Plan, write, test, update, and support CRM-based software applications and connections
  • Provide data and customer support by email and phone regarding questions or problems with software applications
  • Work with outside developers to set up new systems and ensure a smooth operation of existing systems
  • Able to develop new, and adapt existing business solutions to support the ministry using programing languages like JavaScript, PHP, Ruby, and SQL
  • Maintain accurate documentation of current workflows and operations
  • Participate with director and administrative staff in strategic planning and implementation of new procedures and solutions
  • Develop and maintain functional business intelligence reports in Microsoft PowerBI or similar
  • Communicate and make presentations through all levels of the organization
  • Participate in self-improvement leadership training activities on a regular basis
  • Oversee the work of student workers, ensuring the work they are assigned is completed and meets the business requirements
  • Perform other functions as deemed necessary by Director

EDUCATION/EXPERIENCE/CREDENTIALS:

Bachelor’s (BA/BS) degree or relevant college courses related to a degree in Computer Science or equivalent is required. Possess an understanding of the use of a CRM and able to integrate business processes into software systems. Must be able to work effectively with cross functional groups and participate in problem solving processes. At least two years of relevant successful work experience required.

KNOWLEDGE AND SKILL:

Good working knowledge of CRMs (HubSpot), databases, spreadsheets, and Internet-based programs. Knowledgeable and experienced with Internet web development. Advanced command of English language skills including strong proficiency in verbal and written ability. Ability to assist users with PC hardware and software related problems. Willingness to learn new skills and keep knowledge updated. Candidate should have strong people skills in providing advocacy for functions performed and to maintain high levels of communication both oral and written with subordinates, users, and superiors.

Ability to delegate, supervise, and assist student workers in personal and professional growth.

CONTACTS, ORGANIZATIONAL RELATIONSHIPS:

Contact with church leaders, outside organizations and lay persons. Must possess advanced interpersonal skills and project and professional Christian image. Establish and maintain effective relationships with internal/external personnel.

Must possess the ability to deal tactfully and effectively with AIM personnel, others within the North American Division, and AIM clients on a daily basis. Individual must remain calm under pressure and exhibit courtesy, diplomacy, and kindness at all times, in person, online, and on the telephone. Individual must exhibit ability to effectively handle confidential information/situations at all times and maintain high degree of loyalty and support for supervisor, AIM, and Seventh-day Adventist church.

PHYSICAL REQUIREMENTS:

Must be able to read, hear and speak English clearly and effectively communicate both orally and in writing. Some local/long-distance travel may be required. Some standing, walking, bending, kneeling, etc. required. Should be able to lift and handle objects typically found in the office environment. Must be willing to work a flexible schedule, including some evenings and weekends.