Hybrid

Position Compensation: $75,000 annually, benefits include health, life, and dental insurance, internet allowance, paid time off, and 401(k), profit sharing.

The CRM (Customer Relationship Manager) Platform Manager, manages the day-to-day functions and operations of the Data Management staff. They manage the processes and systems that maintain customer relationships, streamline the platforms and systems that support workforce services, and coordinate data reporting and labor market collection for all Employ Prince George's Inc. programs and throughout the Prince George's County Public Workforce System.

The CRM (Customer Relationship Manager) Platform Manager is a highly skilled technical position that requires intricate knowledge of Customer Relationship Management (CRM) platforms. Responsibilities include facilitating the launch of new/updated versions of data platforms, configuration, monitoring, maintenance, and upgrades, participating in calls with CRM developers or system administrators, and resolving problems quickly. This position is also responsible for the success of the development, improvement, and implementation of EPGs CRM systems, and efforts to address targeted workforce development focuses.(This positon has an internal title of Manager, Data Administration).

The CRM (Customer Relationship Manager) Platform Manager reports to the Director, Program Integrity & Data Administration and supervises the Data Associate. They work closely with platform users, board staff, and Workforce Services Division staff. This position is exempt from overtime.

Staff Supervision and Development

• Supervise and guide department staff, including planning and evaluating functional activities, recruiting, selecting, orienting, supporting professional development, and training new staff
• Create and improve operations, define employee roles, assess staff, and program capacity, and develop protocols to maintain process efficiencies
• Manage staff’s progress toward the achievement of the goals of our data platform and collection support and feedback as needed
• Mentor the Data Management staff by providing insightful l feedback, and uphold a regular cycle of formal and informal reviews
• Create and implement plans for continuous improvement in the quality of customer service extended by the staff, and address customer complaints as they arise

Management Systems

• Coordinate platforms used by EPG to ensure programs meet required goals with the general guidance given by the Director
• Develop and provide training and give presentations to CRM users to introduce and develop fluency with available tools and their uses

• Monitors the usage and effectiveness of platforms, ensuring alignment with the organization's information systems needs and requirements.
• Use advanced excel and data to maintain and improve processes and accuracy
• Oversee the development and implementation procedures for effective data management across multiple program data systems
• Coordinate customer contact follow-up using the data platform with the Manager, Program Performance & Data Management

Data Collection

• Coordinate Labor Market Collections usage for EPG
• Leads Data staff to maintain a validly and up-to-date data of statistical information relevant to socioeconomics and labor market forecasting in specified sectors
• Plan, develop, and deploy new economic and labor market information products and services in a team environment
• Produce regular and specialized research and analysis on the regional economy and labor market
• Develop and provide training and give presentations to local area groups to introduce and develop fluency with available labor market and economic information and its uses

Reporting

• Develops reports and data visualizations for internal and external reporting
• Responsible for data collection, promoting data elements are entered timely in the CRM platforms used by EPG and its sub-recipients

• Oversee the submission of data reports on a monthly, quarterly, and yearly basis
• Analyze programmatic data for evidence of deficiencies or lack of compliance with requirements
• Use statistical tools to interpret data sets, paying attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts

Programming and Special Projects

• Coordinate special projects as required by EPG leadership
• Implement strategies for the evaluation and continuous improvement of all programs
• Recommend changes for programs and the rationale behind those changes