Customer Management Systems (CMS) Specialist at Veracity Consulting

Veracity is a business and technology consultancy that specializes in optimizing companies’ business performance and navigating change. Our experienced team of strategic thinkers, solution experts, and problem solvers work flexibly and collaboratively with our clients to understand their business objectives to drive results. We are also guided by our core values and purpose, which includes being transparent, curious, and humble while ensuring our clients, employees, and communities all thrive.

Currently, we are searching for a Customer Management Systems (CMS) Specialist to join our team ON SITE in Richmond, Virginia.

Job Responsibilities:

• Assess current customer management systems (CRM, help desk platforms, etc.) to evaluate their ability to meet current and future operational needs.
• Determine whether to sunset, upgrade, or expand current systems to better support the business and customer service functions.
• Work closely with IT, operations, and business teams to understand the limitations and potential improvements to existing systems.
• Develop and maintain a knowledge base for both internal and external customers, ensuring articles are comprehensive, accurate, and up to date.
• Work with subject matter experts to create content that addresses frequently asked questions, troubleshooting steps, and system usage guides.
• Ensure that the knowledge base is user-friendly, easily searchable, and continuously improved based on user feedback and operational changes.
• Design and document process workflows for customer management systems (CRM, help desk, etc.) to improve operational efficiency and customer experience.
• Identify opportunities to streamline workflows, enhance communication, and optimize system usage.
• Collaborate with internal teams to ensure seamless integration of process changes and improvements into day-to-day operations.
• Develop and document detailed business requirements for new system implementations, upgrades, or integrations.
• Ensure that the business requirements are aligned with organizational goals and customer service objectives.
• Work with business stakeholders and IT teams to ensure that all technical and functional requirements are accurately captured and understood.
• Collaborate with cross-functional teams (IT, customer service, field operations, etc.) to gather input and ensure systems and processes align with operational needs.
• Provide clear, concise, and timely communication regarding system evaluations, updates, and improvements.
• Produce written documentation such as process maps, system user guides, and requirements documents for internal and external stakeholders.
• Support the integration of new or updated customer management systems, ensuring that all affected teams are properly trained and prepared for changes.
• Create and update training materials for internal users on the use of CRM systems, help desk platforms, and knowledge base resources.
• Provide ongoing support to ensure teams effectively use systems and processes after integration.
• This role may require occasional travel to field sites, call centers, or other operational locations.

Minimum Job Qualifications:

• Significant experience in customer management systems, including help desk platforms, CRM systems, and knowledge base development.
• Experience in utility operations, particularly in water, gas, call center, and field operations, is highly preferred.
• Proven experience in developing business requirements for new system implementations, upgrades, or integrations.
• Experience in designing process workflows and improving operational efficiencies.
• Strong written and verbal communication skills, with the ability to create clear, concise, and actionable documentation (business requirements, process workflows, user guides, etc.).
• Expertise in CRM systems, help desk software, and knowledge management platforms.
• Ability to analyze complex systems and business processes and translate them into user-friendly documentation.
• Proficiency with documentation tools such as Microsoft Office, Google Workspace, Visio, etc.
• Ability to manage multiple priorities in a fast-paced environment, with strong attention to detail.
• Bachelor’s degree in Business Administration, Information Technology, Operations Management, or a related field.
• Relevant certifications in CRM, help desk platforms (e.g., Salesforce, ServiceNow, Zendesk), or knowledge management are a plus.
• Regular and predictable attendance

To be considered an applicant for a position, you must: (1) complete the application in full; (2) apply for a specific, available position; and (3) meet all stated minimum qualifications.  Applications that are incomplete or are submitted for "any" position will not be considered.   Applicants are good for 90 days.  If you are not selected within 90 days of submission, and remain interested in a position, you must submit a new application. 

Veracity Consulting provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran and any other characteristics protected by law.

It is Veracity Consulting’s policy that we will not discriminate against qualified individuals with disabilities with regards to any aspect of their employment. Veracity Consulting is committed to complying with the American with Disabilities Act of 1990 and its related Section 504 of the Rehabilitation Act of 1973. Veracity Consulting recognizes that some individuals with disabilities may require accommodations at work.  

In addition to federal law requirements, Veracity Consulting complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

No 3^rd parties, please.