Customer Interaction Management Specialist Job Description

Gladly Team

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5 minute read

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It’s important for businesses who are product and service-focused to maintain their customer base and reach out to new clients, and a customer interaction management specialist, or CRM specialist, is the individual responsible for making sure that goal is achieved.

CRM specialists need to have a good balance between customer service skills and computer analytic skills because they rely on customer-related data to inform their decisions and dictate their service strategies.

Below, we’ll get into everything you need to know on how to create a comprehensive and specific CRM specialist job description.

CRM Specialist Tasks

Whether you hire a full-time employee as part of your agency or take in a third-party contractor, you want to make sure that your CRM specialist is ready to handle all the tasks below:

  • Collaborate with sales and marketing teams to identify customer support and technology problems
  • Create training materials and troubleshooting documentation
  • Participate in user testing and upgrade processes, and ensure that business objectives are met
  • Organize and give presentations on CRM strategies across the organization
  • Work with other departments, like sales and marketing, to develop branding strategies
  • Work closely with IT team in order define capabilities and develop required CRM infrastructure
  • Reach out to customers and clients when necessary
  • Troubleshoot any user errors, system errors, or software issues that hinder the efficiency of customer-to-technology interactions
  • Update and maintain CRM records
  • Find ways to automate and streamline different CRM functions
  • Analyze sales and marketing reports to identify customer patterns

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Customer interaction management specialist qualifications

Equally as important as a thorough list of tasks is your qualifications list. CRM specialists need to demonstrate experience in both customer service and a computer science related field, which makes for a complex yet specific skill set required for the position.
CRM specialists will typically will have:

  • Minimum BA in IT, computer science, or a field related to the goods/services of the company
  • Some programming experience
  • Excellent organizational skills
  • Excellent communication skills
  • A detail-oriented mindset
  • Experience as a data analyst
  • Soft skills and interpersonal skills to communicate with customers
  • Excellent teamwork skills when working closely with other departments
  • Problem-solving and critical thinking abilities
  • The technical abilities to maintain and manage systems and software
  • Public speaking skills in order to give presentations and connect with clients and customers
  • Demonstrative proficiency in Google Contacts, Microsoft 365 Dynamics, Marketo, Salesforce, and other relevant CRM software

The goal of your CRM specialist is to facilitate and analyze data from your CRM software in order to improve efforts in sales, marketing, customer service, and other relevant departments. With a thorough and well-defined list of tasks and qualifications, you can find the perfect match for what you’re seeking.

Gladly’s got you covered

Gladly can help your customer service members excel at what they do by allowing them to benefit from:

  • Gladly’s omnichannel support allows you to change communication lines or transfer calls with ease so you don’t have to end the interaction and make repeated calls or messages
  • Gladly’s lifelong conversation timeline helps to make sure that customers aren’t repeating themselves if they do happen to switch agents
  • Integrate your CSAT system directly into your timeline conversation in order to pull customer feedback and sentiment right after a conversation
  • Gladly matches customers with service heroes based on the type of issue, ensuring your customers get to where they need to be on the first call

Try Gladly’s state-of-the-art solution today to see if Gladly is right for you.