[ref. s0045722] Operations Specialist & CRM Admin

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

The operations specialist will play a critical role in learning and understanding our business operations across departments, identifying areas for improvement, and developing efficient processes within our CRM system (HubSpot). This individual will work closely with department leaders across the organization to ensure that our CRM processes align with business objectives, enhance overall productivity, and capture and drive revenue growth.

We're looking for an operations specialist to be the systems and data owner at ECP - be our HubSpot Admin, drive forward our business intelligence, customer health scoring, and other customer analytics, and work with business leaders across our company to use data and systems to generate growth, make customers happy, and drive great business outcomes.

It is important for this person to be self-driven while embodying the qualities required for effective change management.

• Act as HubSpot admin for our organization. Support and create workflows, custom objects, custom properties, forms, web pages, landing pages and blog pages, pipelines, integrations, etc., to meet our business's needs
• Work cross-functionally with customer success, sales, business operations, finance, product, marketing teams, and other stakeholders, to identify and implement process improvements, share insights, and centralize information
• Manage and optimize the revenue operations process, from lead generation to customer acquisition and retention
• Deeply understand business problems and create the right solution to those problems. Be a thought partner, and execute on the solutions
• Ensure quality of data across systems. Make sure that we're getting good data and making good decisions
• Develop reporting to help our business leaders make informed decisions with improved visibility
• Identify opportunities to drive revenue, such as go-to-market strategies, tactics to streamline the customer lifecycle, and potential sales process improvements
• Use data and analytics to measure and improve performance, including tracking key metrics such as lead conversion, customer health, and retention rates
• Oversee systems and data administration and recommend tools to improve data quality, analysis, and reporting
• Manage dashboards and build revenue forecasts so teams can easily understand business health and meet goals
• Stay up-to-date on industry trends and best practices

• Bachelor's degree in business, marketing, data science, computer science, or a related field
• 1+ years of experience with a CRM as a power user or admin
• 1-2 years of experience in revenue operations, consulting, banking, a tech start-up environment, or a related field is preferred
• Strong analytical and problem-solving skills, with experience using data and analytics to improve performance
• Strong project management skills, with the ability to prioritize and manage multiple tasks and projects
• Flexibility and adaptability to change
• Excellent communication and collaboration skills, with the ability to work effectively with a team
• Knowledge of the sales process and the company's target audience and goals
• Ability to conduct market and customer research to identify opportunities for growth
• Strong Microsoft Office skills