Crm Manager

Profile

CRM Manager
Duties: The candidate will be responsible for managing the daily processing of contact details in the firm’s current CRM database (InterAction), as well as data excavated via the Intapp Relationships tool; will also be heavily involved with the planning and execution of a pending platform transition to Intapp OnePlace; will be responsible for training, process development, data analysis, data change management, research, list management, queries, and auditing and reporting; will also contribute to efforts to ensure that the data, and the processes used to add and maintain data, are compliant with GDPR, CASL, and the CCPA; will serve as the primary contact for data quality and maintenance issues. Ensure the overall quality of data by overseeing the examination and processing of contact data changes made by CRM/InterAction users, including lawyers, administrative assistants, marketing/business development team members, business managers, and other staff. Ensure the overall quality of data by performing daily data quality control procedures, including reviewing and approving data change management requests, checking and merging duplicate contacts, standardizing data, and ensuring that the necessary data fields are populated according to firm data standards in both InterAction and Intapp. Monitor the flow of data between InterAction, Intapp, and other databases for accuracy and data quality. Perform InterAction data imports and exports. Provide InterAction and Intapp project support and development best practices. Provide coordination and implementation of data updating bad email addresses, research email bounce backs and update contact information as appropriate, review practice area mailing lists to proactively determine which lists need to be updated, and perform database queries to support firm marketing and business development efforts. Produce CRM reports on a standard and ad hoc basis (contact sharing, CRM training, bad address, events, publications, and statistics). Stay abreast of industry discussions/media regarding client relationship management; data privacy issues as specified by CASL, GDPR, and the CCPA, new CRM-related technologies, software upgrades (InterAction, Vuture, Intapp, etc.) that can increase or lead to CRM efficiencies; assess those technologies and make recommendations. Suggest ways to enhance the CRM database for increased usage on a proactive basis to support overall firm-wide marketing and business development efforts. Perform QA testing related to any software upgrades/new technologies, and work closely with the Digital Marketing Manager, Marketing Director, and IT Department on all upgrades.

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