The Business Applications Manager is responsible for the corporate Customer Relationship Management database. The duties involve database management, project analysis for changes/modifications and training of staff members. This position is the internal advisor on projects that utilize database information and liaison between the Destination DC staff and the database manufacturer. The Business Applications Manager creates and maintains departmental standard operating procedures related to use of organizational database system; facilitates comprehensive training for Destination DC employees on all aspects of organizational database system and serves as point person for user questions related to business applications used company-wide. This position will also serve as the first-level customer support for technical assistance for staff members. Performing remote troubleshooting through diagnostic techniques and pertinent questions. Determining the best solution based on the issue and details provided by customers.
Essential Duties and Responsibilities (include the following, but are not limited to)
This position reports to the Information Technology department and reports directly to the Systems Engineer.
Serve as Destination DC liaison to organizational database manufacturer. Produce work orders from initial department concept, through implementation, testing, staff training and documentation. Analyze system work order requests and determine potential application throughout organization. Make recommendations for work order approval to appropriate members of management. Communicate work order status to departments on a regular basis. Assist departments in development of module enhancements to ensure proper usage of the database.
Serve as internal advisor to the modules encompassed in the database. Manage any usage of the database information regarding Destination DC Web sites, marketing campaigns, publications, as well as, identify ways database can be used to facilitate Destination DC
Creates and updates all written standard operating procedures for all aspects of organizational database usage, in conjunction with Senior Staff for all departments.
Procedures to include explanations of:
Standard entry of client and contact information. In addition to explanation of what information will be captured, procedures will include explanation of Destination DC Style Guide requirements as they relate to data entry.
Requirements for LEAD generation.
Requirements for module interface with department B2B sites.
Utilization of Traces for client history recordkeeping.
Module specific usage (e.g. Media Partner Clip Module, IP Dues Invoicing, etc.).
Train all new team members whose jobs require usage of CRM to ensure their understanding of the system’s universal functions, as well as, their department-specific system modules. Inherent within CRM are several universally functional features: client and contact queries, trace entry, list generation and report generation. The training will be department-specific and company-wide and will include a review of the department’s CRM SOPs.
Ensure all new Destination DC team members have a working knowledge of the CRM. In addition to the universally functional features noted in, all Destination DC team members must have a general knowledge of all CRM modules. Team members will receive instruction on departmental policy as it relates to SOP procedures by that department.
Serve as CRM security and user administrator (e.g. user account setup). Monitor usage of system passwords. Establish user access permissions when new employees are hired, promoted or terminated.
Conduct CRM database audits for all departments to ensure data entered is viable to solicit business or retain members.
Conduct quarterly database exports in support of organization’s Disaster Recovery Plan and annual emergency preparedness system training.
Conduct departmental meetings as necessary for both organizational database and business application products.
Conduct refresher training sessions for the cloud-based email and file sharing and the CRM database system as needed.
Create and update staff member information in pertinent network resources.
Assist with the deployment of desktop hardware and network services.
Serve as backup and point person in the absence of Systems Engineer.
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Provide first-level support for printers, labelers and Xerox machines.
Identify and suggest possible improvements on procedures.
Manage printing and network supply orders and deliveries.
Ensure own work area is maintained in a safe and clean manner.
Experience, Competencies & Education
Bachelor's degree from four-year college or university or equivalent combination of education
Four-years of experience in database and project management
Computer and Internet savvy with knowledge of basic database functionality
Experience in supporting CRM or CMS database systems, prefer SimpleView experience
Knowledge of office computer software and ability to quickly learn industry related computer software
Strong customer service and business etiquette skills
Good oral and written communication skills
Good organizational skills and ability to multi-task
Knowledge of computer-based systems
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Hospitality and tourism experience is a plus
Network and IT certifications a plus, but not required
Telecommuting is allowed.
Additional Salary Information: Excellent benefits and annual bonus potential.
About Destination DC
Destination DC is a private, non-profit corporation with a membership of 875+ businesses and organizations that support the DC travel and tourism sector. A contracting arm of Events DC, the organization is funded by a percentage of DC’s hotel occupancy tax, along with membership dues and co-operative marketing fees.Formerly known as the Washington, DC Convention & Tourism Corporation (WCTC), the organization was renamed in 2008 to reflect the organization’s increased emphasis on the city’s unique assets. WCTC was established by business and community leaders in April 2001 by merging the Washington, DC Convention and Visitors Association and the DC Committee to Promote Washington. The Washington, DC Convention and Visitors Association was founded in 1931 to promote convention and leisure travel to the nation’s capital.Destination DC is an Equal Opportunity Employer.