Reporting to: Senior Director, Central Support Operations
Overview of Role
The CRM Operations Administrator is responsible for the day-to-day administration, support and reliability of RLB's customer relationship management platform, Unanet CRM. This role helps ensure CRM functions as a well-maintained business system supporting core activities including pursuit management, client relationship management, marketing visibility and related business workflows.
Working across business functions, the CRM Operations Administrator manages system configuration, supports users and upholds data standards to promote accurate, complete and consistent information. The role partners with internal stakeholders and business operations leadership to support process consistency, user enablement, reporting needs and ongoing system improvement.
The position owns day-to-day administration and execution within CRM while contributing to practical enhancements to workflows, data structures and overall system usability in alignment with broader operational priorities.
This role is suited to someone who is detail-oriented, systems-minded and comfortable balancing independent execution with collaboration across teams. The ideal candidate is organized, service-oriented and able to support users while maintaining a disciplined approach to data quality and system management.
Essential Functions
CRM Administration and System Support
- Manage day-to-day CRM administration, including user setup, permissions, field maintenance, templates, lists, dashboards, workflows and routine configuration needs.
- Maintain CRM records, modules and system settings related to companies, contacts, opportunities, projects, activities, account planning, marketing and reporting.
- Troubleshoot user issues, coordinate with internal stakeholders and escalate technical matters to Unanet support or internal teams as needed.
- Support configuration testing, system updates and approved enhancements before changes are applied to production.
Data Quality and Governance Support
- Maintain CRM data quality through routine audits, cleanup, and review of key records.
- Support established data standards, including required fields, naming conventions, record structures, account information and pursuit- and project-related data.
- Identify recurring data quality issues and recommend practical improvements to fields, values, workflows, training topics or system controls.
- Help prepare and validate CRM data for reporting, integrations, migrations, updates or other business needs.
User Support, Training and Enablement
- Provide responsive, practical support to CRM users across business functions.
- Partner with Central Support team and internal stakeholders to develop and maintain user guides, FAQs, process documentation, training materials and quick-reference resources.
- Support CRM onboarding for new users and refresher training for existing users.
- Help reinforce consistent CRM usage by clarifying expectations for timely, accurate and complete information.
Reporting and Business Operations Support
- Support the development and maintenance of standard CRM reports, dashboards and data views.
- Assist with recurring reporting needs related to pipeline, pursuits, client relationships, activities, account planning and CRM adoption.
- Support reliable data inputs for leadership reporting, forecasting and business planning.
System Enhancement and Continuous Improvement
- Help evaluate ways to expand practical use of existing CRM capabilities in support of business needs.
- Support approved CRM enhancements through documentation, testing, user communication and rollout support.
- Track recurring user questions, system issues and process gaps to help inform future improvements.
- Recommend practical improvements to strengthen usability, data quality, workflow consistency and user experience.
Process Documentation
- Document CRM-related processes, user steps, roles, decision points and handoffs.
- Support CRM's role in business workflows that connect pursuit activity, project initiation, marketing, reporting and related operational processes.
- Partner with Central Support and other internal teams to maintain clear internal system documentation as standards, workflows and usage evolve.
The ideal candidate will demonstrate a positive, proactive approach to the role and be committed to delivering customer service excellence and strong commercial results.
- 3+ years of experience in CRM administration, sales operations, marketing operations, business operations or a related systems support role.
- Bachelor's degree in business administration, marketing, information systems, data analytics, operations or a related field preferred; equivalent combination of education, training and relevant experience will be considered.
- Experience with Unanet CRM / Cosential preferred.
- Experience in construction, design, engineering, professional services or consulting preferred.
- Strong understanding of CRM data structures, user workflows, reporting needs and data quality practices.
- Ability to support system configuration, workflow testing, data cleanup and user troubleshooting.
- Ability to identify practical system improvements related to fields, values, modules, workflows, reporting views and user experience.
- Strong attention to detail and comfort working with structured data.
- Ability to document processes clearly and translate system requirements into user-friendly guidance.
- Strong communication skills and ability to support users across different roles, business functions and technical comfort levels.
- Proficiency with Microsoft Office; experience with Excel, Power BI or similar reporting tools preferred.
- Ability to manage multiple priorities, follow through on issues and work independently with appropriate direction.
Physical Requirements and Working Conditions
- Often work in an Indoor office environment. Equipment used includes computers and standard office machines. Essential physical tasks include: the ability to work on a computer and the ability to answer and speak on a telephone.
- May also require:
- Sitting
- Standing for long periods of time
- Walking, carrying, pushing, stooping, crouching, and pulling
RLB is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices based on race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.