CRM Systems Engineer


Friedman Williams

CRM Systems Engineer Washington D.C.

Job ID: 17536

  • Act as a subject matter expert and first line support contact for all CRM systems and related processes, with focus on CRM (Client Relationship Management) and ERM (Enterprise Relationship Management) systems and all related marketing and sales systems to include Foundation and Pitch Perfect
  • Take ownership of Admin level tasks for CRM systems
  • Work as a member of the core team to implement a new CRM system
  • Participate in planning, development, and implementation of upgrades, new modules, and related applications
  • Provide level one support to analysts/engineers in other groups who work with integrated systems as well as Service Desk escalations
  • Investigate and resolve complex technical issues, escalating to vendors as appropriate
  • Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary
  • Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues
  • Monitor and follow up with customers after resolution of complex technical issues to ensure integrity of solutions
  • Facilitate the escalation of major issues to the appropriate parties
  • Provide management with project briefings
  • Identify and act on opportunities for self-improvement
  • Attend regularly scheduled project meetings with other teams and departments, acting as a subject matter expert
  • Attend seminars and training in a variety of formats to enhance technical skills
  • Participate in testing and quality checks as required
  • Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction
  • Evaluate new products and tools as required
  • Other projects and duties as assigned by supervisor, including after hours and weekends when needed



  • Experience with a CRM software platform
  • Expert knowledge of SQL, although DBA level not necessary
  • Ability to quickly learn how to implement and manage new applications, systems, and related technologies
  • Extremely strong analytical and troubleshooting skills
  • Excellent communication skills
  • Ability to manage multiple high priority projects and initiatives simultaneously
  • Ability to meet required deadlines
  • Ability to self-manage
  • Ability to interact with customers and team members employing a high degree of tact, diplomacy, and professionalism
  • Ability to maintain strict confidentiality regarding CRM data
  • Ability to document all systems, processes, and procedures in a timely, clear, and concise manner


  • Bachelor’s degree in related field
  • Experience in Agile Projects
  • Experience supporting a Legal or Professional Service firm’s CRM System
  • Experience with Experience Management Systems and Pitch and Proposal Software
  • Knowledge of SSRS reporting


Tagged as: CRM Systems Engineer