IT Application Manager (CRM and Marketing Automation)

Batesville is a recognized leader in the death care industry in North America, committed to helping families honor the lives of those they love. The IT Application Manager will lead the administration, optimization, and integration of CRM and marketing automation platforms to drive customer engagement and marketing performance.

Responsibilities:

• Evaluate current state of CRM & Marketing Automation Platform (MAP) for business need and make recommendations on enhancement and/or migration strategy
• Administer and maintain CRM and Marketing Automation Platform environments
• Serve as the primary point of contact for CRM and marketing automation support, ensuring system integrity, data quality, and user access controls
• Monitor platform performance and implement enhancements
• Monitor CRM usage and performance, recommending enhancements and best practices
• Design, develop, and maintain integrations between Batesville CRM, MAP, and other business systems (e.g., ERP, analytics platforms)
• Ensure accurate data flow and synchronization across platforms
• Support excellence of delivery and data governance by ensuring adequate QA & alerting processes are implemented
• Develop and maintain technology systems that help enable Batesville’s sales and marketing teams
• Design, develop and manage automated workflows that enable marketing performance
• Partner and collaborate with sales, marketing, and technology leadership to align technology solutions with business strategies
• Customize CRM and make recommendations on enhancements to support evolving business needs and sales processes
• Develop dashboards and reports to track KPIs, campaign performance, and customer lifecycle metrics
• Provide actionable insights to marketing, sales, and executive teams
• Support automated workflows with our data engineering team to ensure reliability and accessibility of data and insights
• Create, organize, and maintain user training that supports the sales organization’s standard work processes
• Other duties as assigned

Requirements:

• Bachelor's degree (B.S./B.A.) or equivalent from a college or university in a technical field such as Information Systems, Computer Science, or other related field of study
• Minimum of seven years related experience and/or training; or equivalent combination of education and experience
• Advanced knowledge of CRM system design, implementation, support, administration and associated application integrations for at least one enterprise level CRM & Marketing Automation platform (Oracle Sales Cloud, HubSpot, Salesforce, etc.)
• Experience in Development of Custom applications, Workflows, and Validation rules, and ability to work independently to resolve Technical CRM Issues
• Experience using project management toolsets such as Jira and working in an agile project framework
• Experience working with version control tools such as Github to maintain custom code and workflow capabilities
• Clear understanding of the System Development Life Cycles and data quality principles including requirements gathering, system design, and implementation
• Intermediate knowledge of relational database architecture and tools and query concepts including SQL Server, Oracle and general PL/SQL concepts
• Intermediate Communication skills (written and oral), Organization, and Interpersonal Skills
• Experience in Design and development of custom applications, features, and integrations within the CRM platform
• Experience in any of the following applications Oracle Sales Cloud, Incentive Compensation, Oracle Service Cloud, VBCS Development and DCS Portal
• Intermediate knowledge of Rest APIs, Groovy Scripting
• Intermediate knowledge of project management toolsets and concepts including knowledge of project and portfolio management (PPM) solutions
• Intermediate understanding of the System Development Life Cycle
• Intermediate understanding of ITSM