CRM Manager in Silver Spring, Maryland at CSS Inc.

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 delivers
meaningful, real-time insights for planning and operational decision-making. This
position will serve under a federal lead who is responsible for developing the
overarching strategy for the CRM. The federal client office, NESDIS, provides
environmental information to weather forecasters, emergency managers, state and
county planners, and commercial sector users (in agriculture, transportation, etc.)

Key Responsibilities and Duties

● Collaborate with stakeholders to align the CRM's capabilities with the agency's
mission.
● Analyze data and trends and build reports and dashboards to provide
actionable insights to a variety of stakeholders with different needs, such as
product and service leaders, strategic planners, and senior executives.
● Work with program offices to identify strategies to improve service delivery
and/or increase operational efficiency.
● Develop communications or marketing campaigns that help the agency
reach key stakeholder segments with timely and appropriate messaging.
● Provide system administration support, especially related to user permissions
and approvals.
● Develop and optimize workflows for system users that achieve organizational
goals
● Act as a CRM subject matter expert, providing training and documentation to
system users, including developing maintaining and improving NESDIS
knowledge base product user intelligence article and record for CRM system with
AI agentic agent capability.
● No and low-code configuration of the CRM to serve users' needs

Required Qualifications & Skills

● Bachelor's degree in Marketing, Business Administration, or a related field.
● 5–10+ years in CRM management, with specific experience in federal or public
sector environments preferred.
● 2+ years of hands-on experience with Salesforce CRM
● Strong 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 projects
● Familiar with Agentic Agent, Ai application in CRM, develop and
management 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.