Customer Relationship Marketing (CRM) Specialist

Ropes & Gray
February 6, 2024
Boston, MA
Job Type


JOB SUMMARY: The Customer Relationship Marketing (CRM) Specialist works with the CRM team within the Marketing Communications department and is responsible for assisting with all aspects of InterAction, the firm's CRM software. The role focuses on data quality, onboarding new attorneys, training, reporting, and managing marketing lists. Ideal candidates will have strong verbal and written communication skills, excellent attention to detail, project management and organization skills in a professional services environment. An interest or experience in legal services is preferred. ESSENTIAL FUNCTIONS: Responsible for core CRM tasks, including processing Data Change Management (DCM) tickets, reviewing new contacts, resolving duplicate contacts, and researching. Work with support staff to build and maintain firm event, webinar, practice group, and quarterly subscription email campaign lists. Onboard new attorney contacts, including enabling InterAction syncs, checking data quality of new contacts, assigning new contacts and DCM tickets to team, providing guidance to support staff for maintaining contacts, creating new attorney announcement lists, and hosting CRM overviews with attorneys. Responsible for promoting the use of InterAction via monthly InterAction training sessions for new support staff in Business Development and Practice Development, one-on-one training sessions as needed, and working with firm's IT training department to support end user communities. Maintain InterAction training documentation and videos on firm's intranet and work with firm's IT training department as needed. Generate CRM reports to support business development efforts, including monthly activity reports and working with administrative support managers to improve data quality. Assist with CRM upgrades, enhancements, and integrations with internal applications, including software testing. Review and update InterAction settings regularly (e.g., Folder Dependency Analyzer rules, DCM rules, activity types, etc.) and identify InterAction licenses for reclaiming. Participate in continuous and ongoing training with the InterAction application. Assist with other CRM projects as assigned. EDUCATION, EXPERIENCE AND SKILLS REQUIRED: Bachelor's degree with a minimum of 3 to 5 years working in a professional services environment. Preferred experience in legal industry. 3 to 5 years of experience working with InterAction, including Windows Client, Web Client, and Administrator Client. Proficiency with Outlook, Word, PowerPoint, and Excel, including charts and pivot tables. Excellent attention to detail and proofreading skills. Strong organization and project management skills. Excellent verbal and written communication skills, including technical writing. Strong interpersonal skills to work effectively with all levels of personnel, including firm leadership, management, and support staff. ESSENTIAL CAPABILITIES: Passion for customer support, teaching best practices and sharing the value of marketing technology. Must be team-oriented and collaborative. Ability to identify and solve problems, work independently, and take initiative. Must be creative and flexible to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and handle multiple, detailed tasks. Ability to work effectively in a culturally and educationally diverse environment. Ability to work effectively in a multi-office environment. WORKING CONDITIONS Normal office environment. Incumbent is expected to work the hours necessary to fulfill the responsibilities of the position. The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

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