USI Insurance

The Role:

As the CRM System Lead, you will be the go-to expert for Emerson Rogers’ customer relationship management (CRM) system. Your mission is to drive user adoption, provide ongoing support, and ensure data integrity to enhance our sales and operations. You’ll work closely with Practice Leaders and Market Leaders across all Emerson Rogers offices, playing a key role in optimizing our CRM system and supporting business growth.

What You'll Do:

• Develop and deliver engaging training materials, webinars, and in-person sessions to boost user proficiency and engagement.
• Provide daily CRM support, including client processing, duplicate detection, troubleshooting, and responding to user inquiries.
• Manage change requests and collaborate with Business Process Engineer and IT to prioritize and implement system improvements based on user feedback.
• Work with users to create custom views, dashboards, and configurations that enhance efficiency.
• Manage data projects to import new information and maintain data integrity, accuracy, and consistency within the CRM system.
• Merge duplicate records, reassign records, and handle data management requests.
• Coordinate with OpCo, Market Leaders, and Marketing leadership to define business rules and field requirements.
• Stay up to date on system field functionality and its impact on reporting and business processes.
• Recommend and promote unused features and enhancements to improve system awareness and usability.
• Provide advanced training to leadership on system navigation, reporting, and data interpretation.
• Conduct system demonstrations and training sessions as needed.

What We're Looking For:

• 3+ years of CRM administration, training, and support experience, preferably with Microsoft Dynamics. Health insurance experience is a plus.
• Bachelor’s degree required.
• Proficiency in Microsoft Office, including Excel and PowerPoint.
• Exceptional organizational skills and attention to detail, especially in data review and reporting.
• Proven ability to deliver effective training and support to users with varying levels of technical expertise.