Product Specialist (CRM) - Mountlake Terrace, WA

Job Type: Full-time

Pay: $70,000 - $80,000 per year

About Mindful Support Services

We are a business to business support service for independent mental healthcare practitioners, which helps providers service a growing client base. We provide administrative and organizational services to simplify the processes of sourcing leads, marketing, billing, and collecting payments from patients and insurers. Since opening in 2011, we have added over 2,500 providers throughout our 20+ locations, and we are continuing to grow.

We have built the Mindful Therapy Group brand from the ground up with years of dedication to solving the complex processes of the healthcare landscape in innovative ways, creating a platform geared toward growth, and working to meet our mission of creating improved access to high quality mental healthcare.

About the Role

The CRM Product Specialist will assist in leading the development, customization, and optimization of our instance of Zoho CRM as well as related Zoho applications (Zoho Analytics, Zoho Sign, Zoho One, Zoho Forms, Zoho Flow, etc.). This role is ideal for someone who thrives at the intersection of technology and business operations, with a passion for building scalable solutions and solving complex problems. This role reports to the Technical Program Manager. This is a full-time position.

Key Responsibilities

• Work closely with the primary owner becoming a subject matter expert for Zoho CRM and related Zoho One applications (e.g. Sign, Survey, Analytics, Campaigns, and Recruit)
• Act as a first point-of-contact and deliver resolutions for internal Tier 1 and 2 tickets related to Zoho products.
• Lead project related to the design, development, and deployment of custom Zoho CRM module solutions using Deluge scripting.
• Collaborate with internal stakeholders to gather requirements, translate business needs into technical specifications, and deliver tailored CRM workflows, automations, and dashboards.
• Manage end-to-end Zoho CRM implementations, including data migration, automated workflow rules, system configuration, user training, and post-launch support.
• Integrate Zoho CRM with third-party platforms using APIs, Webhooks, JavaScript, Python, and HTML/CSS.
• Monitor system performance, troubleshoot issues, and continuously optimize CRM processes to improve user experience and data integrity.
• Collaborate with vendors and Zoho support to resolve technical issues and ensure timely delivery of enhancements.
• Develop and maintain technical documentation, including SOPs, user guides, and system architecture diagrams.
• Conduct post-project reviews to evaluate outcomes, gather feedback, and implement improvements for future initiatives.

Core Competencies

• Expertise in managing Zoho CRM and Zoho One suite, including hands-on experience with Deluge scripting and custom module development.
• Strong understanding of CRM best practices, data modeling, and customer lifecycle management.
• Proficiency in JavaScript, Python, and HTML/CSS for building custom functions, integrations, and UI enhancements.
• Experience with architecting solutions with automation tools such Logic Apps, or Microsoft Power Automate.
• Ability to manage multiple projects simultaneously in a fast-paced, evolving environment.
• Strong analytical and problem-solving skills with a proactive, "figure-it-out" mindset.
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Highly organized, self-motivated, and capable of working independently with minimal supervision.

The responsibilities described above are not intended to be a comprehensive list of all requirements for this job. Responsibilities, duties, and activities may change at any time with or without notice.