CRM Systems and Contact Intelligence Manager

Insight Global is seeking a skilled CRM Systems and Contact Intelligence Manager to join an AM 200 law firm.The CRM Systems and Contact Intelligence Manager, based within the Knowledge Management Department, will lead the strategy, oversight, and evolution of the firm’s client and contact relationship technologies and data. This is a unique opportunity for an experienced professional to help shape and implement the right approach to CRM management—from optimizing current systems (InterAction) to evaluating and potentially transitioning to new, more advanced platforms that align with firm goals. The role will be responsible for maximizing the effectiveness of the firm’s relationship data, enabling attorneys to quickly identify connections between key individuals, companies, and business development opportunities. In addition to the CRM platform, the role includes oversight of integrated tools that support client communications and engagement analysis. This person will also oversee the firm’s Email Communications and Data Coordinator on day-to-day CRM related process and data quality efforts. The ideal candidate will bring an enterprise-level understanding of data, systems, and tools to help connect and improve contact intelligence across platforms firmwide. Working closely with key stakeholders, this person will help drive more holistic storytelling and analytics, ultimately strengthening client engagement and strategic decision-making.

Essential Functions & Responsibilities:
-Oversee all facets of the firm’s CRM system, InterAction, and related data management including, maintenance, research, reporting, training and support. This includes:
-Strategic System Growth and Integration Leadership
-Lead the utilization and expansion of the firm’s CRM system.
-Assess system improvements, evaluate system transitions/upgrades and lead any new implementations.
-Drive firm engagement and adoption of CRM through process development, messaging, and training.
-Collaborate with colleagues in other functional areas to advance the integration of CRM data with other firm business intelligence to yield more holistic analytics.
-Day-to-Day Systems and Process Management
Manage CRM Data Coordinator and all their process and quality control responsibilities.
-Manage processes around data updates, reporting, research and data entry.
-Drive ongoing data clean-up processes and maintenance by eliminating duplicate and invalid data, resolving discrepancies, verifying standardization of data and ensuring that required fields are populated.
-Stay apprised of latest contact management tools and trends, and identify novel and systematic ways to improve data quality and usage.
-Manage processes around distribution of electronic communications – alerts, newsletters, invitations, etc.- in partnership with the firm’s -Marketing Communications Team.
-Manage system users and permissions.
-Training and Policy Improvement
-Provide database support and training to legal and non-legal end-users, including answering questions, troubleshooting problems, communicating policy, and teaching or instructing users regarding system functionality, data entry, and basic management.
-Develop and provide training on core and advanced system functionality. This would include the creation of documentation and tutorials on processes, policies, and systems configuration.
-Reporting and Analytics
-Generate analytical reports, using data visualization tools when impactful, to improve the firm’s understanding of contact engagement and opportunities.
-Generate client relationship intelligence reports for business development and lateral integration.
-Help manage and leverage specialized contact lists, like those of our firm alumni and top clients.

This role is hybrid, 2 days per week on-site in the firm's Philadelphia office.
Compensation:
$120K to $135K per year annual salary.

Exact compensation may vary based on several factors, including skills, experience, and education. Benefits are provided.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-Bachelor’s degree
-5-7 years of experience within a knowledge management department
-Law firm or professional services environment preferred

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.