Global CRM Administrator I and Regional Client Data Entry Administrator

Job Description

Become your most extraordinary self! Our team is intensely proud to be a major provider of services and products to the drug discovery research industry. Join Eurofins Panlabs, Inc. part of the Eurofins Discovery ™ group of companies serving global clients in the Pharma and Biotech industries. Work alongside industry experts and collaborate with team members to directly and positively impact human health worldwide!

We have a philosophy to support work life balance, career progression opportunities and offer many benefits such as formal mentoring programs, tuition reimbursement, extensive career training programs, competitive health benefits, paid time off and 10 annual paid holidays.*

Eurofins Discovery Services has been supporting Drug Discovery research for >40 years, offering the broadest portfolio of drug discovery products and services in the industry. Our combined capabilities, expertise, knowledge, and skill sets enable us to provide our clients with the additional benefit of being able to work with a single outsourcing provider (CRO).

As a fast growing, international organization with clients and teams around the globe we must ensure our Client Data is of the highest quality as it is a critical asset to the business and Eurofins:

• to support sales/marketing efforts,

• to participate into improving communication with clients,

• to favor operational efficiency by:

• eliminating the effort involved in quality checking redundant data

• eliminating waiting time for correct data be available/synchronized in different systems (ERP, eLIMS,…).

• to insure GDPR compliance or other privacy laws in the pertinent regions

Essential Duties and Responsibilities:

_ Regional Client Date Entry Administrator_

Every time a new contact is added to the databases (CRM, eLIMS); every time we receive a request for registration through the Eurofins Discovery web Portal, the data is automatically checked for accuracy, completeness and for portal access validation.

From a regional perspective, processing time for Eurofins Discovery Portal registrations represent around 5-10hrs/week.

Tasks include verification of the email address and phone number format, checking for duplicates, validating the company, name and industry and insuring the email address is real.

Every time a new client specification is entered in the eLIMS Customer module, it is checked to validate consistency.

Additionally, regular data cleansing and updating are performed to ensure that the data in the Client Databases is accurate and up-to-date. This involves running regular data hygiene processes such as removing inactive or outdated contacts, updating contact information, and verifying email addresses and phone numbers.

• Verify data to ensure accuracy while appropriately formatting it, correct any incompatibilities. Changes and errors might include key-entry or format errors, spelling and duplicate entries.
• Research and obtain further information for incomplete or most up to date data, search through multi-channel data sources including social media, contact the business development representative to verify the accuracy of specific data.
• Participate occasionally into enhancing Client Data by enriching it with additional information from reliable external sources (i.e., scouring publicly available data to add information into accounts/contacts)
• Data enrichment involves enhancing existing data with additional, relevant information from various sources such as third-party data providers, public records; adding in more details to help to create a more complete and accurate profile of our clients.
• Assist in coordinating fixes or improvements to data issues across multiple internal departments and possibly different countries.
• Work into establishing standardized data formats, naming conventions, and Data Entry guidelines to maintain consistency.
  • Note: When data is collected from a variety of different sources/multiple individuals, it often contains inconsistencies or errors in terms of how different words are spelled. For instance, when entering a country name, the United States often appears written out as U.S or U.S.A. Small derivations can have an impact on data analysis and on the overall image of our client facing documents.
• Develop extensive knowledge of the databases under administration, display sound technical skills.
• Participate into ensuring seamless integration between the Client Database systems and other data sources or applications within the organization as necessary.
• Provide training to Client Database users on data quality best practices, emphasizing the importance of accurate and complete Data Entry.
• Training might involve showing others how to access and use a database or outlining the appropriate procedures for making or requesting database entries.
• Participate into implementing monitoring mechanisms, KPIs and generating data quality reports to identify anomalies, trends, and areas requiring improvement.
• Continuously evaluate and participate into refining data quality processes and practices (and incorporate feedback from users).
• Alert management if we continue finding many data errors.
• Participate in corporate and other transversal projects led within Eurofins Discovery Global Client Services Group as needed.
• May carry out other duties as required and assigned to support business needs, such as but not limited to administrative support throughout the lead to cash process.
• Keep information confidential.

_ Global CRM Administrator II / Sales Scope CRM Responsible_

• Serve as primary CRM Sales Scope Responsible (CRM SSR) for business’ Customer Relationship Management:
  • Act as Eurofins Discovery’s representative to Eurofins Group CRM committee
  • Implement CRM related business process and practices that align with Group policies
  • Act as the local Project Manager whenever the CRM system is deployed to a Eurofins Discovery new legal entity.
• Perform all CRM administration functions such as user management, profiles, roles, permissions, and rules.
• Have a detailed understanding of CRM concepts and a very good knowledge of Customer, Sales, Marketing and Service KGDs and CRM applications.
• Act as a subject matter expert for Discovery’s leadership team on matters pertaining to CRM.
• Act as business lead for deployment of CRM for new businesses joining Eurofins Discovery or deployment of new CRM functionalities for existing businesses.
• Work with subject matter experts to understand and document existing and to-be processes and help to identify how the CRM can support business process and draft related change requests.
• Be the primary source for troubleshooting CRM related issues and work with CRM service desk to report bugs.
• Manage CRM customization/configuration to meet business requirements (e.g., definition of concepts, fields, lists, rules, naming conventions, form and report templates, guidelines, language settings, etc.).
• Assist in creating CRM test cases to support User Acceptance Testing (UAT) and for performing UAT for new application functionality and give final business approval for changes to production environments.
• Design data integrity strategy, including custom fields, triggers and workflows.
• Investigate process improvements to support robust Data Entry and fidelity.
• Perform mass data imports/exports using the API or various import tools.
• Develop training plans, materials, and documentation / Standard Operating Procedures (SOPs) for users and keeps materials up-to-date.
• Train and support new and existing global users by webinar, phone, or in person.
• Create reports and dashboards to share data across teams (marketing, sales, business analysts, senior management, etc.).
• Work with marketing team to integrate inbound and outbound marketing and communication initiatives into the database, including related CRM campaigns.
• Work independently with minimal supervision to establish priorities, activities to accomplish responsibilities.
• Rigorous attention to detail and excellent written and verbal communication skills.
• Ability to perform tasks with a high degree of accuracy.
• Ability to collect data using a variety of methods.
• Ability to manage multiple activities in a deadline-oriented environment.
• Highly organized, flexible, and responsible.
• Data administration and entry proficiency.
• Ability to work effectively with multiple departments, different cultures.
• Ability to demonstrate and promote the company vision.
• Ability to demonstrate commitment to the group continuous improvement culture.
• Ability to conduct all activities in a safe and efficient manner.
• Regular attendances and punctuality.
• Adjust work hours as needed to meeting important deadlines.
• Adherence to site Environmental Health and Safety (EHS) requirements.

Qualifications

• Bachelor’s degree or equivalent in life science, marketing, business, engineering, IT or related field

• Minimum of 5 years of hands-on experience with CRM administration, management or similar experience required with a strong understanding of CRM best practices and functionality

• Experience training CRM use community

• Experience working with interdependencies between IT systems

• Experience troubleshooting system errors encountered by users

• Experience with CRM transfer and deployment projects

• Experience influencing cross-functional teams without formal authority

• Experience working with Information Technology (IT) teams

• Demonstrated experience in working effectively with executive teams, operations, business development, marketing, and global stakeholders.

• Ability to recognize cultural differences and communicate with cultural and language sensitivity.

• Administrator Certificate on a major CRM (e.g., Microsoft Dynamics CRM, SalesForce.com)

• Experience working in and/or managing data in Enterprise Resource Planning (ERP) (e.g., Microsoft Dynamics AX, SAP, Oracle) systems

• Business Analyst experience

• Experience using Microsoft Office (Excel, Word, PowerPoint), including processing large datasets in Excel

• Proficiency in custom objects, validation rules, workflows, reporting, dashboards, assignment rules, and formula fields in CRM

• Experience with analyzing business processes and streamlining into a CRM workflow

• Ability to work with functional users to design, develop, test, and implement applications and process changes

• Strong ability to manage projects and track progress

• Works well under pressure and with quick timelines

• Process and detail oriented, well organized, and ability to multi-task in a results oriented business environment

• Exceptional interpersonal, verbal, and written communication skills

• Ability to effectively communicate, in English, with subject matter experts, business stakeholders, and IT team to understand needs

• Customer-service oriented

• Deliver high-quality work with 100% accuracy

• Identify needs and take initiatives to resolve

• Experience using process flow diagram (e.g., Bazagi) programs

• Knowledge of common digital marketing tools and experience with Marketing Automation System (MAS) automation platforms (e.g., Act-On, MailChimp)

• Ability to travel 10% of time as needed

Additional Information

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

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