• Managed internal projects from concept to completion while managing outside vendors. • Decide on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle. • Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products. • Provide robust campaign analytics / insights to sharpen design of all marketing & CRM campaigns • Participate in the identification and specification of requested larger changes and enhancements, maintaining a prioritized product backlog • Working closely with all departments to ensure the CRM works effectively for all aspects of the company. • Participate in user testing and upgrade process, and ensure that business objectives are met. • Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities. • Overseeing the migration of all direct communications to lower cost mediums such as SMS and email. • Coordinating the data verification efforts of the organization – both on the organizational and individual level • Completing reports, lists, labels and custom data collections to support the work of the organization • Provided customers with help desk support and troubleshooting for all Internal applications • Oversaw the implementation of new programs, including user training and support. • Conduct user workshops and other forms of requirements gathering, in addition to training workshops. • Support the Marketing, Product Management and other cross functional teams with ad-hoc customer insights needs • Worked with support teams to resolve issues with product, service or accounting areas