CRM Manager

You are a highly skilled and experienced Manager with expertise in the LexisNexis Interaction / Salesforce CRM system. Your primary responsibility will be overseeing the implementation, maintenance, and optimization of the CRM system to drive customer relationship management initiatives. This involves collaborating with cross-functional teams, managing data integrity, and leveraging CRM analytics to enhance customer engagement and drive business growth. Develop and execute a robust CRM strategy aligned with the firm's objectives to enhance client relationships and service delivery. Champion the usage of CRM among Partners, Counsels, and Executive Assistants. Liaise with the Business Development team and Legal Leadership to understand and respond to their special cases on CRM. You will oversee data collection, management, and analysis to ensure accurate client records and segmentation. Utilize data insights to inform marketing campaigns, focused new client acquisition, improve client services, and identify opportunities for growth. Govern data quality of the CRM in partnership with Contact Management and Accounting. Design and implement targeted client engagement programs to foster long-term relationships and increase client satisfaction. Manage client feedback initiatives to assess service quality and implement changes based on client insights. Collaborate with various departments (e.g., marketing, business development, conflict management/risk, revenue management, and billing) to integrate CRM tools into daily operations. Train Legal Leaders, Business Development team, and EAs on CRM systems. Stay current on CRM technology trends and recommend enhancements to improve system capabilities. Explore and deploy use cases of adjacent technology such as ONA and Reputation Management. Track and report on CRM performance metrics, providing actionable insights to leadership for strategic decision-making at Practice, Client, Initiative, and Opportunity Level. Utilize FP&A skills to drive Budgeting and Tracking on Sales. Track and model origination credits aggregated to Partner, Practices, Sectors, and Officers. Recommend ways to increase return on investment on Business Development spends. You should have a Bachelor's/Master's degree in Business Administration, Marketing, Engineering, Law, or a related field. Relevant certifications are a plus. Possess 8-15 years post-qualification experience in managing CRM systems such as Salesforce or LexisNexis. Experience in global law firms, professional services firms, and partnership firms is an advantage. You should have a detail-oriented mindset with a focus on data integrity and accuracy. Ability to adapt to evolving technologies and learn new CRM systems quickly. Prior experience in training and supporting CRM users is preferred. Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders. Excellent leadership, communication, and interpersonal skills, with a proven ability to collaborate effectively across departments. Experience in developing training programs and fostering a culture of data sharing in business development. Strategic thinker with strong project management skills and the ability to prioritize tasks effectively.,