Senior CRM Administrator - NBS

$110,000 - $130,000/Yr

Nelnet - Alliance, NE

Full-time - Mid Level

Alliance, NE

Credit Intermediation and Related Activities

About the position

The Senior CRM Administrator at Nelnet Business Services (NBS) is responsible for the daily administration, support, and continuous improvement of the CRM system. This role ensures that the CRM meets organizational needs by overseeing system health, troubleshooting issues, managing data integrity, and supporting cross-functional teams with CRM best practices. The position also involves training end-users, creating and maintaining reports, and collaborating on projects to enhance CRM functionality in alignment with business goals.

Responsibilities

• Manage and maintain the CRM configurations, security settings, and system permissions.
• Provide end-user support, address troubleshooting issues, and implement system enhancements to improve performance.
• Ensure data accuracy and consistency within the CRM system, implementing validation rules and conducting regular audits.
• Work closely with data governance teams to support data quality initiatives.
• Create and maintain CRM dashboards and reports to support business operations and analytics needs.
• Conduct hands-on training sessions to ensure end-users are proficient with CRM functionalities.
• Provide ongoing support for user adoption, troubleshooting, and best practices to maximize system use and efficiency.
• Manage the intake of user requests, evaluate their impact, and work with the CRM Platform Manager to recommend priority for development.
• Assist with user acceptance testing (UAT) for new CRM features and enhancements, including creating test scripts.
• Identify and implement process improvements to enhance system efficiency, including automating workflows where appropriate.
• Collaborate with cross-functional teams to align CRM processes with broader organizational goals.

Requirements

• Bachelor's degree in Information Systems, Business Administration, or a related field (equivalent experience may substitute).
• 5+ years of CRM administration experience, with demonstrated ability to manage and optimize CRM platforms.
• Strong expertise in designing and implementing no-code automation solutions within CRM platforms, such as workflow automation, rule-based triggers, and data flows.
• Experience with Creatio or similar CRM platforms is highly preferred.
• Strong technical expertise in CRM administration, troubleshooting, and data management.
• Proficiency in creating and managing reports and dashboards.
• Experience in user training, support, and development of training resources.
• Excellent problem-solving skills and ability to work independently on complex projects.
• Familiar with change management practices and prioritization of requests.
• Effective communication and interpersonal skills for collaboration across teams.

Benefits

• Medical, dental, vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Generous earned time off
• 401K and student loan repayment
• Life insurance and AD&D insurance
• Employee assistance program
• Employee stock purchase program
• Tuition reimbursement
• Performance-based incentive pay
• Short- and long-term disability
• Robust wellness program