NMS Labs

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CRM Administrator

at NMS Labs

Posted: 3/28/2020
Job Reference #: 1144
Keywords: office

Job Description

Willow Grove, PA

Job Code:

# of openings:

Title:  CRM Administrator

Job Type: Regular Full-Time

Location: Horsham, PA

Schedule: Monday-Friday

Company Overview:

NMS Labs is a leading laboratory services company which supports Clinical and Forensic markets.   NMS Lab is:

  • the leader in the surveillance and detection of novel psychoactive substances, currently at the center of the US opioid epidemic  
  • the provider of criminal investigation, human performance and postmortem testing services 
  • known for our forensic expertise and long-standing commitment for the pursuit of excellence in the forensic sciences.

NMS Labs has developed a unique position in the forensic market with our scalable outsource services model. NMS Labs is the innovator in private public partnership in the government outsourcing of postmortem toxicology, additionally we adapt our unique service offerings to provide distributed, “local” services to law enforcement agencies, state and county municipalities for criminal investigations.

Job Summary

This role is responsible for implementing the CRM business solution effectively across our organization while maximizing efficiency and capitalizing on the features and benefits of the platform.

Lead the planning, organizing, management and training of all CRM application projects to ensure effective operations and utilization. Monitor CRM processes, resolve issues that arise in the execution of campaigns and workflows, and develop technical improvement plans. Design and develop and implement key reports using Business Intelligence (BI) tools. Support Marketing, Sales and Client Services in analysis and reporting of utilization, appropriate metrics, and campaign effectiveness including traffic, acquisition, conversion, retention, revenue. Stay informed and adopt current and emerging CRM and ERP features and releases. Maintain system security including sharing rules and security levels. Train end users and assist with questions and day to day issues. Document processes and standard operating procedures.


  • High School Diploma or GED required Bachelor's Degree preferred
  • Minimum of 3 years of experience administering a CRM System required
  • Project management experience including documenting business requirements, developing workflows and coordinating user acceptance is required

Some Major Duties & Responsibilities


  • Serve as primary system administrator for CRM with 100+ users
  • Configure and maintain CRM and related systems on a day-to-day basis, including:
  • Manage software licenses and upgrades, user access, security and roles
  • Helpdesk support to troubleshoot and resolve user issues
  • Develop views, reports and dashboards for use by users and management for improved efficiency
  • Monitor system uptime and audit user activity
  • Develop best practices, document process, formalize training materials and conduct user training
  • Effectively act as liaison with business partners and third party vendors for support and/or to coordinate the implementation of new CRM functionality
  • Coordinate the evaluation, scope and completion of new development requests
  • Collaborate with IT liaisons and assist with integration of CRM with other business systems across the organization
  • Work in partnership with Marketing leadership to maintain effective customer segmentation and marketing lists, related project management work as needed
  • Develop workflows and business rules to enable automation
  • Oversee all change management activities and support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.
  • Own and drive future development and enhancement to the CRM system and functionality

Knowledge, Skills & Abilities

  • Strong analytical and problem-solving skills
  • High attention to detail
  • Excellent oral and written communication
  • Ability to function on a team
  • Strong customer relationship skills
  • Ability to establish priorities and work independently
  • Demonstrated leadership in working with cross functional teams
  • Proficiency in CRM administration, especially Microsoft Dynamics
  • Proficiency in Microsoft Office Suite – Word, Excel, PowerPoint
  • Working knowledge of Great Plains, Share Point and Power BI
  • MS certification in D365 Sales and D365 Client Service preferred

Physical Demands

  • Ability to talk, hear, stand, reach with hands and arms, and use hands and fingers to manipulate instrument/equipment controls, computer keyboard, office equipment, objects, or tools
  • Moving from one work location to another to sit and stand, sometimes for extended periods of time
  • Vision (with correction) including color, distance, peripheral vision, depth perception, and the ability to adjust focus

Headquartered in suburban Philadelphia, NMS Labs offers a stimulating and diverse work environment with competitive salary/compensation plans and great benefits, including medical/dental/vision/prescription plan, life/STD/LTD, flexible spending account, tuition reimbursement, 401k plan with generous match and incentive compensation plan.

A few reasons why NMS Lab employees love the company:

  • NMS Labs offers a stimulating and diverse working environment and unique culture
  • FREE pretzels on Tuesdays, fresh fruit on Wednesdays,
  • Yearly influenza shots, parking, fully equipped exercise room with locker rooms, wellness programs
  • In April, weeklong celebration for National Medical Laboratory Professionals
  • Company Wellness Committee and ‘Activiteam’ dedicated to plan exciting events and seminars throughout the year for employees
  • In July, Founder’s Day celebration
  • In December, holiday celebration for employees and their families
  • Halloween Potluck, Company Summer Outing, Charity Drives


*We are an equal opportunity employer and will not discriminate against any employee or applicant for employment because of race, creed, sexual orientation, color, religion, sex, national origin, age, marital status, citizenship status, otherwise qualified disability, or protected veteran status (disabled, Armed Forces Service Medal, recently separated, active duty or campaign badge).