CRM Services Manager in Washington, DC

Law Firm

Washington, DC

CRM Services Manager in Washington, DC

Law Firm Non Legal Department

No

Job Title: CRM Services Manager

Job Responsibilities:

- Define and drive the vision and roadmap for CRM at the law firm in collaboration with the Associate Director of CRM Systems and Services to support firm and technology strategy and achieve organizational goals.
- Partner with business stakeholders, including attorneys, secretaries, marketing, business development, and other business professionals, to shape CRM features and enhance user experience.
- Manage the CRM backlog in collaboration with the CRM Systems and Services team, prioritizing execution based on product vision and business value.
- Innovate and evolve CRM capabilities to develop a world-class competency at the law firm, improving operational efficiency, data quality/reliability, marketing/sales effectiveness, and employee/customer experience.
- Respond to and assign end user support requests to appropriate team members or enhancement work items for resolution.
- Collaborate with the CRM Systems and Services team to guide features through the software development lifecycle.
- Evaluate out-of-the-box platform capabilities versus third-party applications versus custom development to best meet business requirements and improve end user experience.
- Work closely with the Senior CRM Systems Manager to ensure alignment across functional and technical CRM stakeholders.
- Facilitate communications, data integration coordination, training, and adoption in collaboration with the team.
- Play an integral role in the firm's data vision, working collaboratively with the Data Strategy team, other data managers, and key enterprise database owners.
- Coordinate with General Counsel to ensure data protection compliance within the CRM.
- Act on behalf of the Associate Director of CRM Systems and Services when appropriate.
- Provide leadership to foster a culture of teamwork and cooperation and an environment that accepts change and promotes collaboration.
- Communicate strategies and goals effectively to ensure alignment across teams.
- Oversee the management of assigned areas to meet stakeholder needs and incorporate recommendations for service delivery in a competitive environment.
- Identify service trends from within the firm, peer firms, and other relevant industries for potential integration to improve services.
- Recommend, plan, implement, administer, and evaluate the effectiveness of services and resources.
- Develop and coordinate department-specific orientation and training programs for department business professionals to ensure the team receives necessary training and developmental opportunities.
- Serve as direct supervisor and mentor to direct reports.
- Provide day-to-day supervision of direct reports, ensure compliance with assigned work hours, and monitor compliance with all firm and department policies.
- Manage staffing coverage, review and process time logs/time off requests.
- Support business professional development and continued educational opportunities.
- Participate in hiring, performance appraisals, counseling, termination, and other employee lifecycle events in collaboration with immediate supervisor and HR.
- Seek internal and external opportunities for professional development.
- Perform all other duties as assigned or required.

Education and Experience Information:

Required:

- Proficiency in Microsoft Office suite, iManage, and other firm applications after orientation.
- Ability to work extended and/or weekend hours as required.
- Ability to travel as required.
- 5+ years of direct applicable experience (., Salesforce Product Lead, having managed Salesforce admins/business analysts in a professional services environment).
- Eligible for consideration of Senior designation with 7+ years of applicable experience in the field with 2+ years of exempt/management experience in relevant roles.
- Experience with Azure DevOps or other development applications.
- Ability to independently assess client needs and develop responsive solutions.
- Experience in reducing technical debt, upgrading processes, and innovating on the Salesforce platform to ensure CRM capabilities are optimal.
- Experience evaluating, implementing, and maintaining business tools, collaborating effectively with both technical and business teams.
- Ability to maintain and support a customer service philosophy.

Preferred:

- Experience working within the legal services sector.
- Salesforce certifications such as Salesforce Strategy Designer, Salesforce Application Architect, and Salesforce Sales Cloud Consultant.
- Familiarity or experience using Excel Power Query, Copado Essentials +, OwnBackup.
- Supervisory experience.

Competencies:

- Excellent written, verbal communication, and presentation skills.
- Strong and proven management aptitude.
- Supervisory skills (hire, train, assign work, motivate, evaluate, coach).
- Intellectual curiosity, ability to derive connections, and synthesize information and facts.
- Ability to work in a fast-paced environment coordinating multiple competing tasks and demands while maintaining professionalism.
- Ability to strategically prioritize workload and projects and delegate effectively.
- Team player with the ability to foster a culture of teamwork and cooperation.
- Ability to remain positive and upbeat despite obstacles.
- Ability to keep current with new developments, master new technologies, and adapt to change.
- Exceptional customer service skills.
- Proactive, creative, and independent thinker.

Salary Information:

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. The expected annual pay range for this position is $125,000 - $155,000. Final offer amount will depend on geographic location, applicable experience, and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.

Benefits:

The law firm offers a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults, and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short-term medical benefits, as well as 21 days of Paid Time Off (PTO) and 10 paid holidays each year. Generous parental leave and fertility benefits are also provided. New employees will attend a detailed benefit orientation to learn more about the many benefits and resources available.