Customer Success Manager

• Identify, design, and implement innovative CRM solutions with FBT partners
• Administer CRM and manage CRM security
• Architect new solutions and customize the CRM model
• Design business processes using workflow and automation tools
• Incorporate advanced analytics and reporting
• Optimize CRM solutions for performance
• Architect, administer, lead, support, and maintain a highly available enterprise-wide CRM system
• Translate user requirements into technical architecture, data models, and specifications
• Collaborate with FBT stakeholders and customer-facing business units to enhance client relationships and support strategic objectives
• Work with Data Engagement, Data Platform, Banking Systems, Information Security, and IT teams to develop, integrate, secure, maintain, and optimize CRM
• Maintain CRM model integrity and document data sources, API integrations, workflows, and automations
• Design and implement scalable CRM business processes, prioritizing out-of-the-box solutions
• Troubleshoot and maintain CRM environments
• Coordinate system integration and data imports/exports with DBA, Data Engineers, Developers, and Banking System Admins
• Monitor system access, user trends, auditing, data integrity, and data quality
• Administer change control and act as point of contact for system questions and data integrity issues
• Manage production and sandbox backups and refreshes; improve release processes
• Monitor system changes and maintain baseline code/configuration across production and test environments
• Ensure data privacy, security, compliance, access controls, business continuity, and recovery readiness
• Research licensing models and industry technology trends; make recommendations on CRM, analytics, and actionable data insights
• Maintain technology knowledge through seminars and training sessions and use third-party consulting as needed
• Adhere to compliance procedures and participate in required compliance training
• Act in accordance with FBT policies and procedures

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