JMS Talent Acquisition LLC
CRM Systems and Contact Intelligence Manager
JMS Talent Acquisition LLC, Phila, Pennsylvania, United States, 19117
Overview
A highly respected national law firm is seeking a
CRM Systems and Contact Intelligence Manager
to lead the firm's contact relationship technologies and associated data strategy. Based within the Knowledge Management Department, this role will drive the transformation and optimization of CRM tools (currently InterAction) and contact intelligence platforms that support business development, client engagement, and strategic growth.
The successful candidate will be responsible for managing CRM operations, overseeing data integrity and engagement analytics, supporting integrated communications tools, and leading user adoption strategies. This position also supervises a CRM Data Coordinator and collaborates across Marketing, IT, and firm leadership to deliver measurable improvements in relationship visibility and client insights.
Key Responsibilities
Strategic Leadership and System Evolution
Lead the strategy, adoption, and growth of the firm's CRM system (currently InterAction).
Evaluate current platforms and assess upgrades or transitions to more advanced CRM solutions.
Work cross-functionally to connect CRM data with firm-wide business intelligence for more complete client analytics.
Drive adoption through communication, policy development, and user support initiatives. Systems Management and Data Governance
Supervise the CRM Data Coordinator and ensure ongoing accuracy and quality of contact data.
Manage data integrity processes, including deduplication, standardization, and updates.
Oversee day-to-day CRM operations including list management, reporting, and permissions.
Partner with the Marketing Communications team to support distribution of newsletters, alerts, and event invitations.
Stay informed of emerging CRM technologies and best practices to improve system use and data reliability. Training and User Support
Develop and lead CRM training programs for attorneys and staff.
Provide documentation, tutorials, and hands-on support for new and existing users.
Troubleshoot CRM system issues and communicate clear guidance on data policies and procedures. Reporting and Analytics
Generate and present reports and visualizations to track contact engagement and BD opportunities.
Produce contact intelligence reports for use in client development, alumni engagement, and attorney integration.
Maintain and leverage curated lists for top clients and strategic initiatives. Qualifications
Bachelor's degree
required.
5-7 years
of experience in CRM management, knowledge management, or related fields.
Prior experience in a law firm or professional services environment preferred.
Strong leadership, organizational, and project management skills.
Deep understanding of InterAction or similar CRM platforms.
Experience with Vuture or equivalent email communication platforms.
Strong interpersonal skills with a customer-focused, team-oriented mindset.
Proficient in developing training materials and delivering end-user education.
Analytical thinker with problem-solving abilities and attention to detail.
Interest in legal innovation, process improvement, and strategic technology use. Additional Information
This position may involve occasional travel to other firm offices or external conferences.
The CRM Systems and Contact Intelligence Manager reports to the Director of Knowledge Management and Business Operations.
The job description may be modified based on evolving business needs.
A highly respected national law firm is seeking a
CRM Systems and Contact Intelligence Manager
to lead the firm's contact relationship technologies and associated data strategy. Based within the Knowledge Management Department, this role will drive the transformation and optimization of CRM tools (currently InterAction) and contact intelligence platforms that support business development, client engagement, and strategic growth.
The successful candidate will be responsible for managing CRM operations, overseeing data integrity and engagement analytics, supporting integrated communications tools, and leading user adoption strategies. This position also supervises a CRM Data Coordinator and collaborates across Marketing, IT, and firm leadership to deliver measurable improvements in relationship visibility and client insights.
Key Responsibilities
Strategic Leadership and System Evolution
Lead the strategy, adoption, and growth of the firm's CRM system (currently InterAction).
Evaluate current platforms and assess upgrades or transitions to more advanced CRM solutions.
Work cross-functionally to connect CRM data with firm-wide business intelligence for more complete client analytics.
Drive adoption through communication, policy development, and user support initiatives. Systems Management and Data Governance
Supervise the CRM Data Coordinator and ensure ongoing accuracy and quality of contact data.
Manage data integrity processes, including deduplication, standardization, and updates.
Oversee day-to-day CRM operations including list management, reporting, and permissions.
Partner with the Marketing Communications team to support distribution of newsletters, alerts, and event invitations.
Stay informed of emerging CRM technologies and best practices to improve system use and data reliability. Training and User Support
Develop and lead CRM training programs for attorneys and staff.
Provide documentation, tutorials, and hands-on support for new and existing users.
Troubleshoot CRM system issues and communicate clear guidance on data policies and procedures. Reporting and Analytics
Generate and present reports and visualizations to track contact engagement and BD opportunities.
Produce contact intelligence reports for use in client development, alumni engagement, and attorney integration.
Maintain and leverage curated lists for top clients and strategic initiatives. Qualifications
Bachelor's degree
required.
5-7 years
of experience in CRM management, knowledge management, or related fields.
Prior experience in a law firm or professional services environment preferred.
Strong leadership, organizational, and project management skills.
Deep understanding of InterAction or similar CRM platforms.
Experience with Vuture or equivalent email communication platforms.
Strong interpersonal skills with a customer-focused, team-oriented mindset.
Proficient in developing training materials and delivering end-user education.
Analytical thinker with problem-solving abilities and attention to detail.
Interest in legal innovation, process improvement, and strategic technology use. Additional Information
This position may involve occasional travel to other firm offices or external conferences.
The CRM Systems and Contact Intelligence Manager reports to the Director of Knowledge Management and Business Operations.
The job description may be modified based on evolving business needs.