CRM Platform Specialist (Contract)

PPG Global is seeking a detail-oriented CRM Platform Specialist to support the CRM Platform team by managing daily platform administration, data governance, and operational support activities. The ideal candidate will have experience administering CRM systems, maintaining data quality, supporting users, and collaborating with cross-functional teams. This role will support the migration and ongoing operations of SAP CRM to Salesforce.com.

Key Responsibilities

CRM Platform Administration

Perform daily CRM administration, including user account setup, role assignments, permissions, and security management.

Monitor CRM system performance and troubleshoot user-reported issues.

Manage support tickets, prioritize requests, and provide timely issue resolution.

Maintain CRM documentation, knowledge base articles, and standard operating procedures.

Data Management & Governance

Execute data imports, exports, updates, and mass data maintenance using approved tools.

Maintain data quality through validation, deduplication, cleansing, and governance best practices.

Manage Leads, Accounts, Contacts, Opportunities, and related CRM objects.

Support account hierarchy management, including parent-child relationship maintenance.

Perform regular data audits and generate reports for business stakeholders.

Lead & Campaign Operations

Process inbound lead submissions and ensure accurate lead routing.

Perform quality assurance on lead assignment and scoring rules.

Support campaign data management and marketing operations.

Track operational metrics and identify opportunities for process improvements.

Report lead processing trends and operational performance.

Collaboration & Project Support

Partner with CRM Product Owners, Developers, Sales, Marketing, and Business teams.

Participate in Agile sprint planning, stand-ups, and project meetings.

Communicate project status, risks, and blockers effectively.

Support CRM enhancement projects and platform improvements.

Bachelor's degree in Information Technology, Computer Science, Business, or a related field (preferred).

2+ years of experience supporting CRM platforms.

Experience with Salesforce CRM and/or SAP CRM.

Knowledge of CRM administration, user management, and security.

Experience with data imports, exports, validation, and data cleansing.

Strong analytical and problem-solving skills.

Excellent written and verbal communication skills.

Ability to manage multiple priorities in a fast-paced environment.

Strong attention to detail and organizational skills.

Preferred Qualifications

Experience supporting Salesforce.com Administration.

Knowledge of SAP CRM migration projects.

Experience with CRM reporting and dashboards.

Familiarity with Agile/Scrum methodologies.

Experience working with marketing campaigns and lead management.

Basic knowledge of CRM integrations and APIs.

Salesforce Administrator Certification is a plus.

Technical Skills

Salesforce CRM

SAP CRM

CRM Administration

User Management

Role & Permission Management

Lead Management

Campaign Management

Data Imports & Exports

Data Governance

Data Cleansing

Data Validation

Account Hierarchy Management

CRM Reporting

Microsoft Excel

Microsoft Office 365

Power BI (Preferred)

SQL (Preferred)

JIRA

ServiceNow

Knowledge Base Management

Agile/Scrum

Ticket Management Systems

Soft Skills

Excellent Communication

Customer Service

Analytical Thinking

Attention to Detail

Problem Solving

Cross-functional Collaboration

Time Management

Organizational Skills

Adaptability

Teamwork