Coordinator, Client Relationship Management (CRM)

Ranked a Best Employer in Canada for 24 years, Bennett Jones is one of Canada’s premier business law firms and home to 500 lawyers and business advisors. With deep experience in complex transactions and litigation matters, and offices in Calgary, Edmonton, Montréal, Ottawa, Toronto, Vancouver and New York, the firm is well equipped to advise businesses and investors with Canadian ventures and connect Canadian businesses and investors with opportunities around the world. Serving clients since 1922, we are proud to be the firm that businesses trust with their most complex legal matters.

We are currently recruiting for the following role in our Toronto/Calgary office:

Coordinator, Client Relationship Management (CRM)

The Role:

As a Coordinator, Client Relationship Management (CRM) at Bennett Jones, you will take pride in being a client data champion for the organization and a key part of the Business Development Technology & Operations team. With enthusiasm, accuracy, and a customer service driven attitude, you will support the management and organization of data within our CRM system with the goal of making it as accurate and complete as possible, while also identifying ways to improve processes, reports, and end-user experience.

Reporting to the Manager, Business Development Technology, you will play an essential role in enhancing a vital technology platform for one of Canada's leading business law firms. The role involves dealing with complex data cleanup and organization and supporting the bigger picture in client and business development technology strategy and application. This is an excellent opportunity to join an incredible team of legal marketing and business development professionals and grow your career in a meaningful way.

Essential Functions:

Data Quality

• Process data change management requests in a timely fashion, ensuring that contact records remain as accurate and complete as possible
• Support the firm in maintaining all firm contact folders, mailing lists, and invitation lists so that events and communications reach the right people
• Complete post-broadcast clean up data quality tasks i.e., bounced emails, employment updates
• Execute on-going data quality tasks using automated searches to constantly update contact records with vital information, merge duplicate records, assign people to company records, and identify contact record types
• Manage and maintain user accounts and generate regular metrics
• Collaborate with internal clients to help them generate mailing lists, event invitation lists, and other ad-hoc contact lists as requested, and maintain existing lists/archive old lists as applicable
• Work with other departments (human resources, finance) to update contact records with additional essential information (client identification, alumni management, etc.)
• Alert and advise Manager, Business Development Technology of trends with data in a timely manner

Operations & Strategy

• Support CRM workload, working with other members of the client and business development team to triage requests, keeping them informed on new system and process updates
• Work with others in the client and business development team, as well as other departments, to connect information sources and help to create a unified contact view

Change Management/Client Service

• Providing ongoing training, support, and advice to legal assistants while addressing concerns and help requests in a timely fashion
• Work with your team to promote CRM adoption across the firm, through positive communication with end-users, and provide real-world examples of how the system can enhance user success
• Monitor and update contact details and subscription preferences and respond to client inquiries related to e-alerts, publications, and events

Qualifications:

• Post-secondary education in marketing, business administration, commerce, or an IT-related discipline
• Minimum one years' experience using and maintaining a Client Relationship Management platform (Salesforce.com, Microsoft Dynamics, SAP, Oracle Cloud, Sugar CRM) with LexisNexis InterAction experience strongly preferred
• Excellent communication skills
• Excellent organizational skills with superior attention to detail
• Excellent customer service, addressing requests and questions with urgency and dedication to client satisfaction
• Ability to learn quickly and manage priorities in a fast-paced, dynamic work environment

Additional Details:

• Compensation: $60,000- $75,000 per annum
• Vacancy: This position is for an existing vacancy

Apply To:

Human Resources
Bennett Jones Services Limited Partnership
3400 One First Canadian Place
P.O. Box 130
Toronto, ON M5X 1A4
E-mail:  hrdepttor@bennettjones.com

All offers of employment are conditional upon the satisfactory verification of a Canadian criminal record check.  Determination of the factors that constitute satisfactory verification is within the sole discretion of Bennett Jones.

This position will remain open until a suitable candidate is found.

Bennett Jones is committed to providing accommodations throughout the recruitment process in accordance with the Accessibility for Ontarians with Disability Act, 2005.  If you require accommodations, please notify us and we will work with you to meet your needs.  We are proud to be an equal opportunity employer.