Job Title

The Role As a Specialist, Client Relationship Management (CRM) at Bennett Jones, you will play a key role in advancing the firms use of InterAction by combining strong handson CRM data management with increased ownership of processes, reporting, and enduser enablement. Building on the firms data champion foundation, you will take responsibility for ensuring client and company information is accurate, consistently maintained, and effectively leveraged to support business development, relationship intelligence, and firmwide initiatives. Reporting to the Manager, Business Development Technology, you will act as a trusted partner to lawyers, Client and Business Development, Marketing, IT, and other operational teams, actively promoting best practices and supporting adoption of InterAction across the firm. The role involves both executing daytoday data and request management and contributing to continuous improvement efforts, including identifying opportunities to enhance data quality, streamline processes, and expand reporting capabilities. As an experienced member of the CRM team, you will provide advanced user support, contribute to system enhancements and integrations, and support the evolution of CRM standards and governance. Data Quality Lead the Data Change Management process: liaising with the CRM Coordinator and others reviewing DCM changes to ensure tickets are processed in an efficient and correct manner Oversee the consistent organization of all firm contact folders, mailing lists, and invitation lists so that events and communications reach the right people Support daytoday operations and integrations such as ERM, Client and HRIS and other synchronized integrations Use automated searches to keep contact records with vital information continuously updated, merge duplicate records, assign people to company records, and identify contact record types Generate mailing lists, event invitation lists, and other adhoc contact lists, and maintain existing lists/archive old lists Develop and maintain system documentation, standard operating procedures, knowledge articles, and training materials to support repeatable, auditable CRM operations Work with other departments (human resources, finance) to update contact records with additional important information (client identification, alumni management, etc.) Operations & Strategy Recommend system and process enhancements and integrations to increase the efficiency and effectiveness of CRM operations and deliveries Oversee all CRM workload, working with other members of the marketing and business development team to triage requests and keep them informed on new system and process updates Help connect information sources and create a unified contact view across departments Serve as a trusted advisor to members of the marketing and business development team, improving contactrelated processes and initiatives on an ongoing basis Manage vendor relationships as directed Change Management/Client Service Be the goto CRM expert for legal assistants and lawyers in all Bennett Jones offices, providing training, support, and advice while addressing concerns and help requests in a timely manner Promote InterAction adoption across the firm through positive communication with endusers and realworld examples of system benefits Support the marketing and business development team and other internal functional groups with timesensitive client requests, including guidance on generating targeted list pulls, analytics, and reporting Monitor and update contact details and subscription preferences, and respond to client inquiries related to ealerts, publications, and events Qualifications Postsecondary education in marketing, business administration, commerce, an ITrelated discipline, or related experience in a fullservice law firm Minimum five years experience maintaining and/or managing a Client Relationship Management platform (Salesforce.com, Microsoft Dynamics) with LexisNexis InterAction experience strongly preferred Solid understanding of data management and the importance of data quality tasks such as data manipulation and mining Familiarity with analysis, analytical tools, researching, CASL compliance, and reporting Excellent communication skills with ability to communicate with individuals at all levels of the firm Methodical and thorough with a strong focus on attention to detail, accuracy, and a commitment to documentation and welldefined procedures The desire to embrace excellent customer service, addressing requests and questions with urgency and a dedication to client satisfaction Ability to learn quickly, work effectively with others and independently, and manage priorities in a fastpaced, dynamic environment Experience in a law firm is an asset Additional Details Compensation: $70,000 $85,000 per annum #J-18808-Ljbffr