CRM & Sales Automation Specialist

item America•Hagerstown, MD

About The Position

Career at item – Join item, the global leader in modular systems for industrial applications. Our award-winning building kit system enhances efficiency, ergonomics, and safety across industries. We empower engineers to push boundaries and bring creative ideas to life with innovative aluminum profile solutions. At item, we inspire limitless possibilities—add your dimension with us! The CRM & Sales Automation Specialist is responsible for developing and optimizing CRM processes that improve sales follow-up, customer engagement, and revenue growth. This role will build automated customer journeys, sales campaigns, and follow-up workflows that help the Sales team nurture leads, maintain customer relationships, and identify opportunities for upselling and cross-selling. The ideal candidate has strong CRM experience combined with a solid understanding of sales processes, customer behavior, and the sales funnel. A marketing background is a plus.

Requirements

3+ years of experience with CRM systems, sales operations, sales automation, or a related field.
Knowledge of Dynamics preferred.
Strong understanding of the sales funnel, lead management, customer lifecycle, and sales follow-up processes.
Hands-on experience building CRM workflows, automated follow-ups, customer journeys, campaigns, triggers, and customer segments.
Experience developing upsell, cross-sell, lead nurturing, and customer re-engagement strategies.
Ability to translate sales needs into effective CRM processes and automation.

Nice To Haves

A marketing background is a plus.

Responsibilities

Create campaigns in Dynamics CRM to upsell and cross-sell different solutions, including automated follow-ups and built-in customer journeys.
Build and manage automated customer journeys within the CRM system.
Develop automated sales follow-up processes for leads, prospects, opportunities, and existing customers.
Create CRM campaigns that support lead nurturing, customer retention, re-engagement, upselling, and cross-selling.
Build customer segments based on sales activity, purchase history, product interest, customer behavior, and other criteria.
Create triggers and workflows that initiate follow-up activities based on customer actions or stages in the sales process.
Develop communication channels and touchpoints throughout the customer journey.
Partner with Sales to identify opportunities to improve and automate the sales process.
Create strategies to ensure leads and customer opportunities receive consistent and timely follow-up.
Develop upsell and cross-sell journeys based on customer needs, previous purchases, and product relationships.
Identify opportunities to reduce manual sales activities through CRM automation.
Monitor CRM campaigns, journeys, and sales activity to identify opportunities for improvement.
Maintain CRM data quality and support effective CRM adoption across the Sales team.