CRM Manager

The CRM Manager is the day-to-day manager of the federal client's CRM system(Salesforce) and is primarily responsible for ensuring that the system deliversmeaningful, real-time insights for planning and operational decision-making. Thisposition will serve under a federal lead who is responsible for developing theoverarching strategy for the CRM. The federal client office, NESDIS, providesenvironmental information to weather forecasters, emergency managers, state andcounty planners, and commercial sector users (in agriculture, transportation, etc.)Key Responsibilities And DutiesCollaborate with stakeholders to align the CRM's capabilities with the agency'smission.Analyze data and trends and build reports and dashboards to provideactionable insights to a variety of stakeholders with different needs, such asproduct and service leaders, strategic planners, and senior executives.Work with program offices to identify strategies to improve service deliveryand/or increase operational efficiency.Develop communications or marketing campaigns that help the agencyreach key stakeholder segments with timely and appropriate messaging.Provide system administration support, especially related to user permissionsand approvals.Develop and optimize workflows for system users that achieve organizationalgoalsAct as a CRM subject matter expert, providing training and documentation tosystem users, including developing maintaining and improving NESDISknowledge base product user intelligence article and record for CRM system withAI agentic agent capability.No and low-code configuration of the CRM to serve users' needsRequired Qualifications & SkillsBachelor's degree in Marketing, Business Administration, or a related field.5-10+ years in CRM management, with specific experience in federal or publicsector environments preferred.2+ years of hands-on experience with Salesforce CRMStrong analytical skills with the ability to turn data into actionable insights.Excellent communication and interpersonal skills.Proven ability to work cross-functionally and manage multiple projectsFamiliar with Agentic Agent, Ai application in CRM, develop andmanagement of knowledge management system.At CSS, we are committed to fostering an inclusive and merit-based workplace. We provide equal employment opportunities to all individuals, ensuring that hiring and employment decisions are based on qualifications, skills, and performance. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.