CRM Administrator

📋 Description

• • As a CRM Administrator at Nelnet Business Services (NBS), a division of Nelnet, Inc., you will be instrumental in managing and enhancing our Customer Relationship Management (CRM) system, specifically Creatio. This pivotal role ensures the integrity, functionality, and optimal user experience of our CRM, directly contributing to the efficiency of our marketing, sales, and customer service operations. You will be a key player in leveraging technology to drive informed business decisions and foster stronger relationships with our diverse client base, which includes over 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters.
• • Your primary responsibility will be the comprehensive administration and ongoing optimization of the Creatio CRM system. This involves meticulously managing user permissions, configuring custom objects, developing and refining workflows, and maintaining user profiles to ensure seamless operation and alignment with evolving business needs. You will be tasked with identifying, troubleshooting, and resolving technical issues, implementing robust solutions to minimize any disruptions to daily operations and maintain high levels of system availability.
• • A significant aspect of this role involves the strategic configuration and maintenance of Creatio to directly support and enhance our marketing, sales, and customer service functions. You will develop and implement sophisticated workflows and automation strategies designed to boost operational efficiency and ensure that the CRM system actively supports overarching business objectives. This includes proactively identifying opportunities for system enhancements and implementing them to maximize the value derived from our CRM investment.
• • Data management and integrity are paramount. You will be responsible for maintaining the accuracy, cleanliness, and up-to-dateness of all customer data, ensuring strict adherence to data protection regulations and best practices. This includes identifying and resolving data anomalies, implementing data cleansing processes, and establishing robust data governance protocols to uphold the highest standards of data integrity. You will also be responsible for creating and managing custom objects, fields, formulas, record types, page layouts, reports, and dashboards to provide tailored views and functionalities.
• • You will play a crucial role in supporting end-users, providing timely troubleshooting assistance, and actively driving user adoption of the CRM system. This involves developing and delivering comprehensive training sessions, creating clear and concise user documentation, and establishing best-practice standards for CRM usage across the organization. A key initiative will be leading “Train the Trainer” programs, empowering internal champions to effectively disseminate CRM knowledge and best practices throughout their respective teams.
• • Collaboration is at the heart of this role. You will work closely with sales, marketing, and operations teams to deeply understand their requirements and ensure that CRM strategies are fully aligned with strategic business objectives. This collaborative approach extends to coordinating and supporting integrations with various third-party applications, plugins, and tools, ensuring a cohesive and integrated technology ecosystem.
• • Staying ahead of the curve is essential. You will continuously monitor and analyze CRM performance metrics, generating insightful reports and identifying key areas for improvement and optimization. You will also stay informed about new Creatio features and updates, proactively recommending and implementing enhancements to leverage the latest capabilities and maintain a competitive edge.
• • This position offers a hybrid work option, allowing associates living within 30 miles of an office location to work remotely for part of the week while fostering collaboration and team connection through in-office presence three days per week. This flexibility underscores Nelnet's commitment to work-life integration and creating a supportive work environment.
• • The role requires a proactive mindset, a keen eye for detail, and the ability to manage multiple tasks and deadlines effectively. You will be a problem-solver, a communicator, and a strategic thinker, dedicated to driving business success through effective CRM utilization. Your contributions will directly impact our ability to serve our clients effectively and achieve our organizational goals.