Baker Botts, a full-service, leading international law firm recognized for our understanding of the industries we serve, is seeking an Enterprise CRM Systems Manager. The Enterprise CRM Systems Manager is responsible for the comprehensive management of the firm’s CRM, Marketing and Sales systems. The position:
provides leadership for the ongoing management, development and support of the systems portfolio supporting our Client Development Department.
acts as system administrator to the firm’s CD systems.
recognized as a “thought leader” in area of Client Development systems and processes to include Key Account and Pipeline Management.
acts as a “gate-keeper” with respect to system design to ensure consistency within the system and consistency with key design elements of other firm systems.
develops custom reports for key system users and coordinates the sharing of information between the CD systems and other firm systems.
identifies opportunities to automate business processes and assists key users in defining and implementing such processes to maximize utilization of the system.
acts as a liaison between key functional users of the system (Client Development, lawyer practice departments) and the technical staff who support the system.
The position is a firmwide position that receives direction from the Director of Business & Practice Systems. This is a full time, exempt position with excellent benefits.
Essential duties and responsibilities
Manages the firm’s CRM, Marketing and Sales systems by providing direction in the configuration, design and usability of the systems.
Provides leadership for all aspects of the CRM, Marketing and Sales systems to technical staff and Client Development, by hosting weekly meetings, developing, and maintaining a system project/task list, and conducting follow-up to oversee progress on project/task list items.
Provides project management leadership for system and add-on modules, implementations, and upgrades.
Reviews and analyzes requests for system design changes to determine technical feasibility and impact to overall system design and functionality and makes recommendations accordingly.
Monitors use of the system and promotes the benefits to lawyers and staff through reports, attorney and secretarial presentations, intranet postings, and training.
Oversees the process of integrating data from other firm business systems (HRIS, Client/Matter system, New Business Intake system) into the CRM system (such as lawyer affiliations, alumni data, client/matter data and all other data integrations).
Manages special projects related to the supported systems.
Consults with lawyer department leadership to identify and develop system features specific to their departmental practice.
Makes recommendations with respect to the evaluation, selection, implementation, and maintenance of CRM, Marketing and Sales systems and add-on modules.
Assists Client Development with developing, supporting, and documenting business processes and procedures relevant to their use of the firm’s systems.
Directs the staff in managing system data by establishing data standards and developing processes and procedures for maintaining the data according to those standards. Monitors communication of data standards to end users.
Manages staff by scheduling coverage of work, providing feedback on performance, conducting performance evaluations, and conducting coaching / counseling sessions when performance improvement is needed.
Provides training to the CR department and provides direction to I.T. Trainers with respect to the development and delivery of training on the supported systems.
Monitors vendor product development and emerging trends in CRM technologies, and serves as the firm’s primary point of contact for CRM system related vendors and consultants.
Other projects as assigned.
Other duties and responsibilities
Provides backup system administrator and technical support by monitoring processes, activating, and inactivating user accounts, and setting up proxy relationships.
Tests and QC’s new features and communicates feedback to technical support.
Other tasks as assigned by Director or Client Development Directors and Managers
Direct supervisory responsibility for Data Administrator, Application Analyst and Systems Analyst.
Recommends hiring / terminating of temporary staff during peak workload. Trains and supervises temporary staff.
In consultation with Director of Business & Practice Systems, position has authority to hire and/or discipline Data Administrators and Systems Analyst.
Makes recommendations as to the development and performance evaluation of KS Trainer and technical support staff.
Bachelor’s degree preferred
A minimum of 5 years in an information systems or project management leadership role in a law firm or professional services firm.
PMP Certification preferred.
Knowledge of and at least 5 years’ experience working with software focused on CRM, marketing automation and analytics supporting a Client Development or Sales organization.
Ability to write and understand complex SQL queries to develop or troubleshoot system features.
Familiarity with key firm business processes, including client development, accounting, human resources, business development, and new business intake.
Exposure to business development activities.
Familiarity with the services delivered by the firm’s I.T. department.
Strong organizational and resource management skills.
Strong customer service orientation.
Demonstrated ability to develop and document business processes.
Excellent verbal and written communication skills, and strong presentation skills.
Proven leadership and interpersonal skills, including the ability to manage cross-departmental teams where there is not always direct supervisory authority.
Good understanding of database concepts and web technology. High degree of aptitude for learning new software and database applications.
Strong analytical, problem solving, and decision-making abilities.
Basic understanding of the legal services provided by and the information needs of the practice departments.
Extent of Contact (Within and outside the Firm)
Within the Firm:
Position involves high degree of contact with Client Development directors, Client Development managers, I.T. managers, and Office Administrators in meetings, phone calls, and presentations.
Position involves moderate degree of contact with Partners in Charge, Department Chairs, lawyers, and staff at all levels involving phone calls, meetings, and presentations.
Position involves high degree of contact with Knowledge Services and I.T. staff in the form of phone calls and meetings.
Outside the Firm:
Contact with vendors to evaluate products and services and report and/or resolve issues with vendor products and services
Participation in industry/peer networking organizations
Participation on vendor advisory boards.
Presentations at vendor / peer organizations.
Must be able to routinely lift and carry file folders weighing up to 5-10 pounds.
Must be able to work at a computer for considerable periods of time.
Position requires extensive telephone use.
Must be able to lift, squat, kneel and bend.
Must be able to make 1 - 2-hour presentations without a break.
Working conditions and environment
Work is normally performed in a standard office environment.
Position is full-time and requires a five-day workweek and standard hours as outlined in the firm policy manual. Additional hours, including weekend hours, are regularly required to meet established deadlines or stay current with occasional peaks in workload.
Position requires travel to the firm’s U.S. offices, and may require travel to the firm’s non-US. offices. Position also requires travel to attend vendor and industry conferences. Required travel may, at times, involve multiple-day trips requiring overnight stays.
Position may require attendance at business dinners and other after-hours business activities.
Fully vaccinated for COVID-19, subject to accommodation.
This role may be hybrid and will require a minimum of three days per week (or at least 60%) present in the office, and up to two days per week (40%) may be performed remotely.
Baker Botts L.L.P. is a Federal contractor and an Equal Opportunity Employer. Baker Botts is subject to Executive Order 11246 and is required to take affirmative action to employ and advance in employment qualified minorities, women, protected veterans, and individuals with disabilities. Baker Botts considers all qualified applicants for employment without regard to race, color, gender, sex, age, religion, creed, national origin, citizenship, marital status, sexual orientation, disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other basis protected by federal, state or local law.