CRM Strategist

📋 Description

• • As a CRM Strategist at SmartBug Media, the most decorated HubSpot agency, you will be at the forefront of designing and implementing transformative CRM solutions that empower our diverse clientele to achieve unparalleled success across their entire customer lifecycle. Reporting directly to the Sr. Director, Client Operations, this pivotal role demands a strategic thinker and hands-on implementer who can lead large-scale HubSpot projects, delivering high-impact CRM strategies that drive tangible business outcomes.
• • You will be instrumental in architecting and configuring HubSpot platforms to optimize marketing, sales, customer success, and operational workflows. This involves a deep dive into client business objectives, translating them into robust CRM strategies, and ensuring seamless integration with their existing technology stack. Your expertise will be crucial in de-risking the future for our clients and fostering sustainable growth through intelligent digital ecosystems.
• • A significant aspect of this role involves acting as the primary point of contact and trusted advisor for senior-level clients. You will be the face of SmartBug Media, responsible for building strong, lasting relationships based on trust, transparency, and a shared commitment to achieving ambitious goals. Your ability to communicate complex technical concepts in a clear, concise, and compelling manner, coupled with your proactive approach to client engagement, will be key to your success.
• • You will be expected to not only implement but also to strategically advise clients on best practices, emerging trends, and innovative ways to leverage their CRM investment. This includes identifying opportunities for upselling and cross-selling SmartBug Media's comprehensive suite of services, contributing to customer growth and profitability.
• • The role requires a proactive and results-oriented mindset, with an unwavering commitment to delivering an exceptional customer experience. You will be responsible for setting and achieving SMART (Specific, Measurable, Achievable, Relevant, Time-bound) client goals, ensuring that every project delivers measurable impact and exceeds client expectations.
• • Key responsibilities include leading the end-to-end HubSpot implementation process, from initial discovery and strategy development to configuration, testing, training, and ongoing optimization. You will conduct in-depth client needs assessments, develop detailed project plans, and manage project timelines and resources effectively.
• • You will also play a critical role in identifying and mitigating potential risks throughout the project lifecycle, ensuring smooth transitions and successful adoption of the CRM platform by client teams.
• • Furthermore, you will be responsible for developing and delivering comprehensive training programs and documentation to empower client users and ensure maximum utilization of the HubSpot platform.
• • Performance in this role will be measured by a combination of critical client-centric metrics, including client satisfaction (evidenced by results, retention rates, positive reviews, and client testimonials), customer growth and profitability, and the achievement of effective billing rates (EBRs).
• • You will also be challenged to drive out-of-scope revenue attainment by identifying and proposing additional services that align with client needs and strategic objectives.
• • Setting and achieving SMART client goals will be a core performance indicator, demonstrating your ability to translate strategic vision into actionable plans and measurable results.
• • Timely delivery of strategic recommendations and project milestones is paramount, ensuring that clients receive value in a predictable and efficient manner.
• • Finally, maintaining individual utilization rates that meet company goals is essential, reflecting your ability to manage your workload effectively and contribute to the overall success of the Client Operations team.
• • This role offers a unique opportunity to work with a highly talented, fully remote team of over 250 professionals, leveraging cutting-edge AI and digital innovation to build scalable, innovative tools that become powerful engines for growth for our clients.