Senior CRM Administrator

OraSure Technologies Inc. (OTI) empowers the global community to improve health and wellness by providing access to accurate, essential information. Our ability to positively affect change is powered by the innovative tools and diagnostics we deliver to the market. 

Together with its wholly owned subsidiaries, OTI provides its customers with end-to-end solutions.

It’s first-to-market, innovative products include rapid tests for the detection of antibodies to HIV and Hepatitis C (HCV) on the OraQuick® platform; sample self-collection and stabilization products for molecular applications; and oral fluid laboratory tests for detecting various drugs of abuse.  

Overview 

Here at OTI our innovative sampling tools and diagnostics unlock access to accurate, essential information that advances global health and well-being. Our products include molecular sampling kits for the genome and microbiome, and rapid diagnostics for infectious disease.  

As the Sr. CRM Administrator, this individual is responsible for the ownership, management, implementation and training support of the company’s Customer Relationship Management tool. This individual will work closely with cross-functional teams including sales, sales operations, sales development, marketing, quality, R&D, product management, finance and management to understand and execute solutions for user requirements.

Snapshot of Responsibilities:

• CRM Administration, Development and Support Leadership:

• Oversee all aspects of user and license management, including new user setup/deactivation, roles, profiles, permissions and public groups

• Resolve user support inquiries

• Support team members and monitor user adoption

• Work with users and stakeholders to gather requirements for CRM

• Work with users and stakeholders to manage and prioritize inbound CRM requests and implement   required changes

• Analyzing data via CRM reports and dashboards to inform business performance

• Maintaining and improving CRM data management processes and accuracy

• Work independently, with members of IT and consultants to: 

• Design solutions to address stakeholder needs

• Assist customization of the CRM using CRM administrator system access including new entities, custom workflows and field customizations

• Assist development of CRM code, custom applications, integrations and user interface

• Assist development of responsive, optimized ecommerce solutions

• Document processes, including error reports and changes to field history

• Import and manage data as well as integrate data streams

• Evaluating, communicating and installing new Salesforce releases

• Project management of CRM deliverables including feature development to improve the current system, evaluations of current and future software solutions and deployment activities related to any software upgrades, deployments or migrations

• Training:

• Work with Sales Trainer to develop training materials (including documents, slideshows, videos and quizzes) related to CRM

• Support the Sales Trainer to perform group and one-on-one training sessions with users on an ongoing basis.

• Provide best practices and updates on new/changed features

What You Bring:

• 5+ years of Salesforce support and implementation, Salesforce experience preferred

• Salesforce administrator certification required

• Experience working with retail/B2B ecommerce and customer experience

• Proven ability to capture business requirements and translate into functional updates

• Proven experience working with various business intelligence tools including CRM reports and dashboards

• Strong communication skills

• Ability to converse fluently and effectively about business processes

• Ability to converse about IT and systems based technical requirements and contribute to implementation strategies

• Proven experience in working with cross-functional teams

• Proven ability to train stakeholders and users of the system

• University or College degree/diploma in Business or equivalent combination of relevant job experience and training

• Extensive knowledge of Microsoft Dynamics CRM and/or Salesforce as both a user and administrator

• Familiarity with sales, marketing and financial concepts

• Experience in development of business processes

• Experience in public speaking and training users

The base salary range for this full-time position is 75,000-129,000. In addition to base salary this position is eligible for participation in our annual bonus program. The range displayed on the job posting reflects the minimum and maximum base salary for the position, based on our defined salary pay ranges. Our ranges are broad to account for differences in roles, performance, experience, skillsets, education and business needs and individual pay is determined by a variety of factors. We offer a comprehensive Total Rewards package, as noted below. 

OTI encourages applications from all qualified candidates who represent the full diversity of the communities in which we operate.  We apply a rigorous, consistent, and equitable standard to the assessment of all candidates, regardless of race, color, national origin, sex (including pregnancy), sexual orientation, gender identity, disability status, age, religion, veteran status or any other protected characteristic. We are committed to creating a diverse and inclusive environment where all employees are welcomed and belong. 

What we have to offer:

- Tiered Medical PPO, EPO, Vision and Dental coverage  

- Disability and Life Insurance Benefits  

- Generous 401K plan and company-matching contributions  

- Highly competitive paid time-off  

- Maternity Leave and Parental Leave Coverage  

- Employee Referral Program – you may be eligible for a cash bonus if your referrals are hired   

- Employee Assistance Program 

- Employee Service Recognition  

- Job-related Training Programs 

- Ability to participate in Teams, Committees, Events and Clubs 

- Depending on the role you may be eligible to work in a hybrid environment or fully remotely  

- Free Onsite Parking 

Please note, the above applies to full-time permanent positions.

Culture, People & Community 

OTI recognizes that the long-term health of our business is directly connected to the health of the planet, local communities and OTI employees.  

- LIVE IT Committee – committed to creating an environment that embodies our values  

- All Means U: Employee Committee on Belonging hosts various events across all company locations such as monthly book club and mentorship program 

- Wellness Committee empowers colleagues to make critical decisions to improve and protect health 

- Sustainability Committee aims to minimize impact on the environment 

- Social Committee who organize and run events for both remote and onsite employees, to create connection and community 

At OTI, we have a clear vision; cultivate an environment of equal employment opportunity where we do not tolerate discrimination or allow the harassment of employees or applicants on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law with regard to any employment practices.  

OTI aims to create and foster workplaces that reflects and contributes to the global communities in which we do business and the customers and partners we serve. This includes all communities impacted by our corporate presence. As part of this commitment, OTI and its subsidiaries will ensure employees and applicants are provided reasonable accommodation per request.  If you require disability-related accommodation during the recruitment process, please contact Rebecca Zeleney at rebecca.zeleney@dnagenotek.com. OTI will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.