CRM Systems Specialist in Durham, North Carolina at MED-EL Corporation

COMPANY SUMMARY

MED-EL is a mission-driven global leader in hearing technology, dedicated to improving the quality of life for individuals with hearing loss. Our teams work collaboratively to support recipients, clinicians, and partners through innovative solutions, exceptional service, and a commitment to meaningful human connection. At MED-EL, you will join a supportive, purpose-focused environment where your work directly contributes to empowering people through better hearing.

JOB SUMMARY

The CRM Systems Specialist serves as a strategic partner and internal consultant for MED-EL’s Microsoft Dynamics CRM platform. This role drives digital maturity by aligning CRM capabilities with business needs, standardizing processes, and championing user adoption across the organization. The Specialist identifies optimization opportunities, influences stakeholders, and ensures CRM is leveraged as a powerful enabler of business outcomes. This position bridges business strategy and technical execution to support scalable, efficient, and high-value CRM utilization.

JOB DESCRIPTION

• Act as an advisor to business stakeholders, aligning CRM capabilities with organizational priorities.

• Lead CRM adoption initiatives, including stakeholder engagement, communication planning, and success measurement.

• Promote standardized business processes across departments using CRM best practices.

• Identify opportunities for process improvement, automation, and increased system utilization.

• Facilitate discovery sessions to challenge current-state processes and recommend optimized future-state solutions.

• Partner with business and Information Systems leadership to define and execute the CRM roadmap.

• Define and track KPIs related to CRM adoption, data quality, and business outcomes.

• Coach users and leaders on effective CRM usage and process adherence.

• Collaborate with technical teams to ensure solutions are scalable, supportable, and aligned with platform standards.

• Configure and maintain CRM components, including entities, forms, views, workflows, and dashboards.

• Support CRM governance processes, including change control and standards enforcement.

• Contribute to digital transformation initiatives with a focus on CRM alignment.

• Support change management efforts to ensure successful rollout and sustained adoption of CRM enhancements.

• Lead workshops and working sessions to support process alignment and system adoption.

• Gather and document business requirements.

• Analyze system usage data to identify trends and improvement opportunities.

• Develop training materials and deliver user training sessions.

• Maintain system documentation and standard operating procedures.

• Create and execute test plans for system changes.

• Troubleshoot and resolve CRM system issues.

• Manage user access, roles, and data quality controls.

• Communicate system updates and enhancements to users.

• Work in a hybrid schedule (3 days in office, 2 days remote).

• Travel up to 10% domestically and internationally, including occasional weekend travel.

JOB REQUIREMENTS

• 3–5 years of experience in Computer Science, Management/Computer Information Systems, or Business-related fields.

• Bachelor’s degree or equivalent combination of education, training, and experience.

• Experience in the medical device industry is a plus.

• Strong stakeholder management and influencing skills across all organizational levels.

• Experience driving user adoption, change management, and business transformation initiatives.

• Ability to think strategically and translate business needs into scalable CRM solutions.

• Experience facilitating workshops and leading cross-functional discussions.

• Data-driven mindset with the ability to define and track success metrics.

• Strong understanding of process standardization and governance frameworks.

• Ability to configure CRM components such as fields, forms, views, workflows, and dashboards.

• Strong analytical, documentation, and problem-solving skills.

• Excellent communication skills, both written and verbal.

• Ability to work collaboratively with business and technical teams.

• Ability to travel up to 10% and work a hybrid schedule.

• Ability to maintain a suitable home workspace when remote work is required.