CRM Specialist

SmartBug Media is the full-service digital agency of choice for organizations looking to create resilient growth across the entire customer lifecycle, with a strong focus on the HubSpot ecosystem. From marketing to sales, revenue operations to customer success, and e-commerce to integration, SmartBug combines sound strategies and technology with top talent to help clients set the course for continued success. Recognized globally, we've made the Inc. 5000 list seven times, the Adweek 100 four years running, and won numerous Comparably awards for our culture and leadership. We're not just HubSpot's highest-rated partner worldwide but also a two-time HubSpot North American Partner of the Year and proud Elite Partner. SmartBug is also a proud Google Premier Partner. Job Summary: The CRM Specialist will report to Sr. Director, Client Operations and focus on leveraging and implementing the HubSpot software suite for our clients. In this role, you will utilize and optimize the HubSpot platform to enhance the full customer lifecycle for our clients: marketing processes, sales processes, customer success processes, and operations. CRM Specialists may lead foundational HubSpot implementation projects and provide support to Marketing and CRM Strategists. You are expected to be one of the de facto HubSpot experts at SmartBug and will have tech support-level experience and knowledge across various hubs of HubSpot. As an implementer, you will translate the strategies defined by the client or by the Marketing & CRM Strategist teams and build the solution in HubSpot. As the HubSpot expert, you will implement the solution according to your own deep understanding of the software. This role involves a deep understanding of HubSpot's capabilities and configuring the platform to meet various client needs. Beyond this, you will also be responsible for staying current with new HubSpot product launches and developments. To succeed in this role, you must be an engaged professional with unwavering requirements for providing an incredible customer experience, including strong client communication and impactful client results. As a CRM Specialist, you will be measured on delivering the following:Client satisfaction (results, retention, awards, reviews, referenceable clients)Timely strategy delivery and executionIndividual utilization rates that meet company goalsHubSpot hub cross-sells and upsellsIncrease HubSpot client platform engagement indexes Responsibilities • Client SuccessDevelop and implement a HubSpot technology solution for clients that meets their stated business goals—demonstrating ROI for your clients should be your North Star • Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a referenceDeliver consistent, world-class quality across all HubSpot hubs • Have a strong understanding of HubSpot products to expand HubSpot usage and increase client engagement indexes • Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ portal configuration remains cutting-edge and effective • HubSpot Onboarding and Configuration • Understanding of the HubSpot software suite—Marketing Hub, Sales Hub, Service Hub, Content Hub, Data Hub, HubSpot AI—and ability to configure the platform to meet various client needs • Develop and generate comprehensive HubSpot reports to track and communicate client goal progress as it relates to their HubSpot instance • Understanding of various tech stacks and how to integrate with HubSpot via native, third-party, or custom integrations (note you will not be responsible for custom integration strategy nor execution) • Ensure HubSpot configuration meets client meets—demonstrating ROI for your clients should be your North Star • Ensure accurate and clean data within HubSpot by implementing data governance best practicesProvide training to the client and internal team on how to use their customized HubSpot instance effectively • Offer ongoing support and troubleshooting assistance for clients • Delivery Process • Monitor and manage project budgets and scope for projects you are both leading and supporting • Track and meet effective billing rate (EBR) goalsWork with internal SmartBug team to ensure quality work is delivered to clientsEnsure you create and follow processes that result in differentiated client results and quality • HubSpot Training Certification • Obtain your HubSpot Trainer Certification and help onboard clients to the platform Requirements • Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.Minimum of 3 years of experience building solutions within the HubSpot platform. • Proven experience with HubSpot software suite and a deep understanding of the HubSpot ecosystem. • Understanding of other technologies which our customers may use when arriving in the HubSpot ecosystem.Strong interpersonal skills. • Demonstrated ability to ensure high client satisfaction without sacrificing client goals and adhering to SmartBug values. • Exceptional communication and presentation skills. • High level of organization, attention to detail, and the ability to manage multiple priorities. • Strong problem-solving capabilities and the ability to navigate complex challenges. • High level of integrity, work ethic, and professionalism. • Passion for client success and a commitment to delivering outstanding results. • Experience working remotely in similar roles is strongly preferred. • HubSpot essential certifications. • HubSpot Trainer Certification, HubSpot Marketing Software, Sales Software, Service Hub and Revenue Operations Certifications. 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