Manages CRM and venue management systems, provides user support and troubleshooting, improves reporting and dashboards, coordinates system changes with internal teams and vendors, ensures data security and compliance, prepares documentation and training, and manages internal process improvement projects.
Who We Are
The CRVA works to deliver experiences that uniquely enrich the lives of our visitors and residents. Through leadership in destination development, marketing and venue management expertise, the CRVA leads efforts to maximize the region’s economic potential through visitor spending, creating jobs and opportunities for the community. Brands supported by the CRVA include the Charlotte Convention Center, Spectrum Center, Bojangles Entertainment Complex, NASCAR Hall of Fame, Charlotte Film Commission, Visit Charlotte and Visitor Info Centers.
Job Summary
The Business Systems Manager is a highly analytical team member responsible for managing CRVA business and reporting applications. This individual will work collaboratively throughout the organization to learn and understand business needs, exhibiting a keen understanding of how to support those needs through technology solutions. The Business Systems Manager will possess a strong sense of customer focus as well as the ability to communicate well throughout all organization levels.
Job Responsibilities
- Essential Job Duties
- Responsible for the daily management of the CRM (SimpleView) and Venue Management (Momentus/ Ungerboeck) systems as a System Administrator by responding and delivering solutions to user support requests.
- Responds to user support requests, performs first-pass troubleshooting, gathers relevant details, documents resolution steps, and closes the loop with users and stakeholders
- Seeks opportunities to improve use of software applications and enhance reporting and dashboard capabilities.
- Acts as a focal point for communicating related system problems and collaborates with cross departmental teams and vendors on changes, fixes, and updates.
- Prepares reports and presents findings and recommendations to leaders
- Prepares training materials, guides, and documentation.
- Ensures system compliance and data security and privacy requirements.
- Provides project management in areas of internal process improvement projects, ensuring timeliness of project milestones/completion
- Coordinates with internal teams, IT, Finance, Sales, Research, Operations, Event Management, and external vendors on assigned system changes, fixes, updates, and support issues.
- Tracks commitments, due dates and next steps across support requests and projects.
- May perform other duties as required.
- Consistently deliver the best in customer service. Demonstrate a passion for inspiring and be a driving force behind an amazing team to foster strong cross-functional relationships internally and externally by applying the Service Philosophy, to deliver memorable customer experiences.
- Champion CRVA’s mission, vision and core values and comply with organizations policies and procedures.
Scope of Responsibility
- This job will have periodic access to confidential data including financial statements, company records and/or minutes, customer quotes, product costs, and company plans, designs, and/or programs.
Supervisory Responsibility
- This job has no supervisory responsibilities.
Knowledge and Skill Requirements
- Excellent interpersonal and technical support skills
- Strong troubleshooting, analytical and problem-solving skills
- Detail oriented and ability to deliver a high level of accuracy
- Demonstrated ability to identify process gaps, recommend improvements, and carry approved improvements through completion. Ability to work in collaborative and independent work situations and environments
- Thorough understanding of all areas of information systems with a highly technical understanding of at least one commercial CRM or Venue Management product.
- Strong understanding of business intelligence and reporting software including Crystal Reports or related software.
- Strong ownership mindset with the ability to manage assigned work independently from intake through completion.
- System Administrator knowledge of CRM, venue management, or other enterprise business applications.
- Strong understanding of business intelligence and reporting software, including Crystal Reports, Power BI, SQL, Excel, or related tools preferred.
- Ability to receive feedback and adjust approach.
- Ability to learn new systems quickly and apply business logic to user support and troubleshooting.
Education and Experience
- Bachelor’s degree from a four-year college or university is a plus but not required.
- Two to four years of related experience supporting business systems and helpdesk operations.
- Two to four years of experience Application Administration.
- SQL experience is preferred.
- Proficiency in Microsoft Excel, Word, PowerPoint, Outlook, Teams, and related productivity tools required. Advanced Excel experience preferred.
Physical Demands
- The employee must regularly lift and /or move up to 10 pounds.
- Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit, stand, and walk.
Work Environment
- The noise level in the work environment is usually moderate.
What We Offer
- Education Reimbursement
- Comprehensive medical, dental, and vision coverage, plus other great benefits.
- 457 Plan
- NC Retirement System plan
- CRVA University
- Employee Assistance Programs
- Employee 1st Culture
- CORE Values
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Our “employee first” culture requires engagement and engagement can’t happen without the voices of many talented individuals charting our direction.
Charlotte Regional Visitors Authority Charlotte, North Carolina, USA Office
Charlotte, NC, United States
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