GateHouse Media, Inc.

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System Coordinator - CRM

at GateHouse Media, Inc.

Posted: 3/1/2019
Job Reference #: 52699482047
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Job Description

Title:System Coordinator - CRM
ID:52699482047
Location:IL - Downers Grove
Job Category:Marketing / Advertising
Division:GateHouse Media

POSITION SUMMARY: location is flexible to any GateHouse Media site

The System Coordinator - CRM is a collaborative team member working closely with the CRM team to contribute to and execute on product implementation and support. The CRM Coordinator is responsible for the daily administration and support of the Sugar CRM system and will ensure that we maximize efficiency and capitalize on the full features and benefits of the CRM system based on the sales group needs. The position requires excellent technical and communication skills and the ability to interface directly with internal stakeholders to understand their needs in order to administer and enhance the system accordingly. Assists with development and rollout efforts engaging cross functionally with developers, Operations, Sales, IT and external vendors. This role requires a great deal of initiative and intrinsic motivation. You should be highly organized and detail-oriented, with outstanding time management skills. It is also important that you display excellent verbal and written communication and presentation skills, as well as the ability to quickly establish rapport and credibility with a with a broad range of stakeholders and teams in all levels of the organization.


EDUCATION/EXPERIENCE:

  • The ideal candidate has a BA/BS degree from an accredited university. Previous product management, project management, IT or system administration experience is required. Prior media experience is a plus.
  • Demonstrated analytical and quantitative skills; proficient in using hard data and metrics to back up assumptions and develop business cases.
  • Advanced knowledge in a CRM system. Demonstrable understanding of the customer benefit the CRM product provides. Demonstrable skills in CRM Reporting and Dashboards highly desired.

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KNOWLEDGE, SKILLS & ABILITIES:

Administration – Ability to handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks. Assist in training of new users and grow the SugarCRM skill set across the organization. Work with members of the user community to define and document development requirements.

Problem solvingAbility to make decisions and solve problems while working under pressure.

Communication – Provide ongoing communication with all relevant constituencies, at every stage of the project lifecycle to ensure that the implementation has the best chance of being successful. Ability to respond diplomatically to concerns as to why some features or sites are being pursued over others.

Customer View – Ability to put yourself in the customers’ shoes, understand their jobs, motivations, and desires and develop solutions/processes to solve their problems and meet their needs.

Role model – Effective relationship builder, with proven ability to generate enthusiasm among the various sites/teams and departments responsible for developing the system. Make cross-functional team members feel as invested in the system’s success as the CRM team.

Intellectual curiosity - Internally motivated to keep asking and looking for novel solutions. Assumes responsibility for own personal development and continuous learning.

Change agent - Ability to manage and foster change.

Passion - Passionate about seeing the system/project through to a successful market launch.

Prioritize – Ability to balance the needs of the customers and stakeholders - prioritize, and continually weigh the competing factors of your objectives for your implementation, resources, and demands from various stakeholders.

Evidence-based decision making - Ability to use analytics to help guide and inform your decisions. Ability to analyze and interpret data and synthesize recommendations. Explain the “why” to users and stakeholders.

Best practices - Effectively seek out feedback throughout the system’s development to help identify user stories and promote best practices.

Technical aptitude - Ability to learn new technologies and assess value to business goal and strategy. Experience working with a MAC and PC. Keyboarding skills required in both speed and accuracy. Proficient use in applications: Word, Excel, PowerPoint, Webinar solutions, Smartsheets and Google applications.

CHARACTERISTICS UNIQUE TO THIS POSITION:

  • Flexibility and willingness to travel up-to 10% of the time

  • Must be available and willing to work extended hours as occasionally needed (during crunch times!) per day or per week, including weekends and holidays, to meet business needs.

ESSENTIAL JOB FUNCTIONS:

  1. Customer focus: Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.
  1. Communicating: Writes and speaks effectively, using conventions proper to the situation; states own opinions clearly and concisely; demonstrates openness and honesty; listens well during meetings and feedback sessions; explains reasoning behind own opinions; asks others for their opinions and feedback; asks questions to ensure understanding.
  1. Results oriented: Can be counted on to exceed goals successfully; steadfastly pushes self and others for results; enjoys working hard; is action oriented and full of energy for the things that need to be done; is constantly and consistently one of the top performers; removes obstacles.
  1. Problem solving: Anticipates problems; gathers information before making decisions; weighs alternatives against objectives and arrives at reasonable decisions; works to eliminate all processes which do not add value; takes informed risks; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.
  1. Project Management - Ensure that the various project elements are effectively coordinated, that all the work required (and only the required work) is included, maintains an effective project schedule, identify needed resources, ensure functional requirements are met, ensure effective internal and external communications are delivered and analyze and mitigate potential risks.
  1. Composure: Is cool under pressure and has a steady disposition; does not become cynical, moody, or hostile when items are tough; is considered mature; can manage personal stress; is not knocked off balance by the unexpected; manages own emotions effectively.
  1. Training: constructively helps others succeed in their role. Provide on-going training to the field to improve efficiency and ensure they continue to be proficient in their jobs. Create an environment where co-workers/field have the confidence to come to you when they find themselves in need.
  1. Initiative and Creativity - Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; analyzes both successes and failures for clues to improvement; creates novel solutions to problems; evaluates new technology as potential solutions to existing problems; pursues ongoing system improvement.
  1. Attention to detail: Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.
  1. Culture - Help enable a division culture that's based on mutual respect and support. Effectively communicate to resolve differences, build trust and respect, and create environments where creative ideas, problem solving and caring can flourish. Naturally generous with wisdom, insights, & experience; your contribution to the success of the team will shape your own success.