Snr. Lead Routing Specialist

Clearwater positions open to candidates located in greater Tampa Bay area.

The Snr. Lead Routing Specialist will oversee the lead distribution system and maintain the lead routing rules. This position will work to resolve complex lead routing cases that are reported and will oversee the updates and make recommendations or modifications to our lead routing system as well as the creation of reports detailing metrics on lead distribution and statistics.

Responsibilities:

• Manage internal user records in SalesForce to ensure accurate lead routing
• Perform SalesForce record quality control to ensure accurate and efficient lead assignment
• Maintain and develop SalesForce reports
• Establish and maintain reports detailing metrics for both lead distribution and marketing statistics.
• Manage development of test scripts and testing templates
• Oversee testing conducted by the Lead Routing Specialist(s) for new projects
• Lead the build out of updates or modifications to the lead routing system
• Administer HubSpot user access permissions and database management
• Identify and manage reported lead routing issues
• Analyze reported lead routing issues to recommend changes to improve efficiency and accuracy
• Gather feedback from Sales Admin regarding escalated cases to determine the best approach for resolution
• Use independent discretion to identify proper resolution for complex issues, including escalating such issues to the appropriate personnel or make recommendations for corrections in the lead routing system
• Coordinate with Sales Admin team on creation and maintenance of case escalation processes and procedures
• Coordinate with the Growth team to develop training for any needed changes to case escalation procedures or other leading routing processes

Minimum Qualifications:

• BA/BS in information technology or equivalent working experience
• Minimum 3 years of experience analyzing lead routing and workflows
• Minimum 2 years experience with development lead routing processes
• Minimum 2 years experience with marketing automation systems
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Problem solving
• Strong verbal and written communications
• Excellent time management and organization skills
• Ability to manage multiple projects at the same time in a fast-paced environment
• Technically capable, excellent communicator, and a desire to improve processes
• Ability to translate business needs/requests into configuration requirements and scope documentation
• Strong analytical skills (including mastery of Microsoft Excel) and experience with reporting and data analysis
• Proficiency with a CRM, such as Salesforce
• Experience with Hubspot or equivalent marketing automation system, a plus
• Experience with Insycle or equivalent application, a plus