CRM Administration & Data Governance

• Support CRM administration for SOS and SHI Sales International Canada, including account and opportunity ownership updates, account structure maintenance, sales key creation, membership updates, reporting assignments, and related system setup activities.

• Provide CRM guidance, access support, user provisioning, license administration, and process assistance for SOS Sales, Customer Success, Partner teams, leadership, and SHI Sales International Canada.

• Perform routine CRM data hygiene reviews to ensure account, opportunity, activity, and forecasting data is accurate, complete, and aligned with organizational requirements.

• Monitor and follow up on CRM exceptions, including aging opportunities, past-due close dates, missing activities, required field gaps, sales stage progression, validation benchmarks, and forecasting readiness.

• Coordinate CRM cleanup activities, maintain records of completed updates, identify data quality concerns, and provide structured exception reporting to leadership.

• Communicate CRM hygiene concerns, workflow changes, process reminders, release updates, and required follow-up actions to associates and leaders.

• Support new hire onboarding by ensuring team members have appropriate CRM access, reporting visibility, systems access, dashboards, and required documentation.

• Partner with Business Finance, Deal Desk, Business Operations, and other CRM stakeholders to promote consistent adoption of CRM standards, reporting resources, processes, and operational best practices.

• Document workflows, process improvements, standard operating procedures (SOPs), work instructions, and reference materials.

• Support process compliance through regular audits and reporting while identifying automation opportunities, recommending efficiency improvements, and assisting with special projects.

Sales Reporting & Dashboard Administration

• Assist with the administration of CRM reports, dashboards, and reporting resources for SOS and SHI Sales International Canada teams.

• Add new team members to dashboards, reports, and distribution groups.

• Respond to report access requests and coordinate resolution of reporting-related issues.

• Support the distribution of recurring operational reports and dashboard updates.

• Assist with report testing and user acceptance activities for new reporting enhancements.

• Maintain end-user reporting documentation, quick reference guides, FAQs, and dashboard usage materials.

• Track and coordinate reporting enhancement requests submitted by Solution Architects (SAs), Customer Success Managers (CSMs), Partner Sales Executives (PSEs), Canada Account Executives, and leadership teams.

• Communicate reporting changes, enhancements, and new reporting capabilities to stakeholders.

• Escalate reporting discrepancies to the Senior Manager, Sales Operations for review and resolution.

Intake Request Management & Resource Coordination

• Manage the SOS Intake Form process, ensuring requests are reviewed, routed, and assigned within established 24-hour service-level expectations.

• Monitor SOS Intake Form submission queues, maintain intake tracking records, and provide status updates to SOS Sales and other stakeholders.

• Coordinate resource alignment across Solution Architects, License Executives, Customer Success Managers, Partner Sales Executives, and other SOS resources.

• Schedule and facilitate ad hoc review meetings when resource alignment discussions are required.

• Assist Solution Architects with tracking intake requests through completion and communicating progress updates to requestors when necessary.

• Analyze SOS Intake Form trends and recommend operational improvements to enhance intake management, visibility, and overall process efficiency.

• Administer workflows associated with AI, Tokenomics, AGT, and other emerging technology requests.

• Coordinate the initial routing and assignment of SHI AI/Tokenomics intake requests to appropriate SOS resources.

• Track AI/Tokenomics intake requests through completion and maintain stakeholder visibility throughout the process.

• Maintain reporting and tracking metrics related to Tokenomics discussions, workshops, seminars, and consulting engagements.

Behaviors and Competencies

• Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.

• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

• Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.

• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

Skill Level Requirements

• Working knowledge of Microsoft Dynamics CRM or similar CRM platforms.

• Familiarity with prospecting and data collection tools such as ZoomInfo and LinkedIn Sales Navigator.

• Strong attention to detail and commitment to data quality.

• Ability to identify operational issues and recommend corrective actions.

• Excellent organizational and time management skills.

• Strong written and verbal communication skills.

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

• Proficiency with Microsoft Excel, SharePoint, Teams, Outlook, and Power BI.

• Strong customer service and stakeholder management abilities.

• Ability to work independently while collaborating effectively across teams.

• Process-oriented mindset focused on consistency, governance, and operational excellence.

• Ability to quickly learn new systems, technologies, and business processes.

• Strong analytical and problem-solving capabilities.

• High level of professionalism and discretion when handling business information.

• Ability to adapt to evolving business priorities and operational requirements.

Other Requirements

• Completed Bachelor's degree in Business Administration, Business Management, Finance, Information Systems, or a related field.

• 1-3 years of experience in Sales Operations, Business Operations, CRM Administration, Revenue Operations, Sales Support, Customer Success Operations, or a related business support function.

• Experience supporting CRM systems and prospecting/data collection tools.

• Experience administering business processes, operational workflows, data governance activities, or sales support functions.

• Ability to travel to SHI, Partner, and Customer Events - 10%

Preferred

• Experience working with reports, dashboards, and business data to support operational decision-making.

• Experience supporting sales, customer success, partner, or professional services organizations.

• Familiarity with Microsoft Office applications, including Excel, Teams, Outlook, SharePoint, and Power BI.

• Experience coordinating cross-functional activities and working with multiple stakeholder groups.

• Familiarity with IT services, software licensing, SaaS, managed services, or technology sales environments.