This person will work with FBT partners to identify, design, and implement innovative CRM solutions. They will administer CRM, manage security in CRM, architect new solutions and customize the CRM model, design business processes using workflow and automation tools, incorporate advanced analytics and reporting, and optimize solutions for performance. The primary focus of this position is to leverage CRM to design and build digital, integrated, efficient, and scalable business processes that drive an improved client and employee experience. 

Qualifications: This person should have a bachelor’s degree, plus five years of related work experience or the equivalent.  In-depth knowledge of system architecture and administration, data modeling, project management, API integrations, business process flow, security, and advanced analytics are required. Experience with Financial Services, cloud-based CRM solutions, Agile, coding (T-SQL, R, Python, APEX, HTML, Java, etc.), Tableau or Power BI, workflow tools, and advanced certifications is preferred. 

Principal Responsibilities: 

• Architect, administer, lead, support, and maintain a highly available, enterprise-wide CRM system. Translate user requirements into technical architecture, data models, and specifications. Work with key FBT stakeholders and customer facing business units to ensure the development, delivery, deployment, and end user CRM experience will enhance value to the client relationship and assist the business units in meeting their strategic objectives. 

• Work closely with the Data Engagement, Data Platform, Banking Systems, Information Security, and IT Teams to develop, build, integrate, secure, maintain, and optimize CRM. Establish and maintain effective working relationships with partner organizations, the CRM vendor, and other related entities, completing annual vendor reviews as required.  

• Maintain the integrity of the CRM model, document all data sources, API integrations, workflows, and automations. Design, build, integrate, and implement innovative business process in CRM prioritizing out of the box solutions and tools that deliver efficiency, consistency, and scalability. Recommend model expansion or custom development only when out of the box solutions will not meet business requirements. 

• Troubleshoot, support, and complete maintenance in CRM environments. Coordinate with DBA, Data Engineers, Developers, and Banking System Admins to integrate systems and import/export data as required. Work with Information Security to monitor system access, user trends, and auditing.  

• Administer change control protocol, and act as point of contact for system questions and data integrity issues. Manage production and sandbox backups, refreshes, and continuously improve release processes. Monitor system changes and maintain baseline code/configuration across production and test environments. 

• Ensure data quality through infrastructure improvements, system controls, and business process, workflow, or validation rules. Monitor data integrity continuously and enhance processes to improve data quality. Work with Data Governance Committee to improve data literacy and document procedures for data quality across the organization. 

• Ensure data privacy, security, compliance, and access comply with corporate policies. Document and maintain business continuity/recovery plans and procedures and ensure CRM system and documentation is ready for exams and audits. 

• Research and keep up to date with licensing models to provide optimal availability and cost effectiveness. Keep current on industry trends and advances in technology relating to the use of CRM, advanced analytics, and actionable data insights.  Make recommendations on the usage of these advances. Maintain up-to-date knowledge of the technology supported by attending industry seminars and training sessions, as well as utilize third-party technology consulting as needed. 

• Adhere to compliance procedures and participate in required compliance training. 

• Act in accordance with FBT policy and procedures as established and set forth in employee handbook.