CRM Operations Manager

Tava Health, a leading online mental health platform, is committed to fostering meaningful connections between providers and their clients. For providers, Tava offers an integrated suite featuring an electronic medical record, caseload management, telehealth, comprehensive billing, and streamlined referral management. For individuals seeking care, Tava ensures access to quality mental health care through various coverage options, including those made possible through Tava’s employer and insurance partners. Joining Tava Health means being part of a team that is revolutionizing the mental health industry and making a real difference in people’s lives.

About the Role:

We are looking for a detail-oriented and highly organized CRM Operations Manager to join our team at Tava Health. In this role, you will be responsible for managing all aspects of our customer relationship management (CRM) systems (Iterable and Hubspot), ensuring its effectiveness and efficiency across the organization. Your expertise will be crucial in optimizing our lifecycle and sales processes and workflows, streamlining operations, and enabling a seamless customer experience.

Responsibilities:

• CRM Strategy: Develop and implement a comprehensive CRM strategy to support Tava Health’s business objectives and drive customer engagement for both providers and clients.
• CRM Campaign Management: Create, code, and execute campaigns via email, SMS, direct mail, and other channels to drive conversion, engagement, retention, and revenue.
• CRM System Management: Oversee and maintain the CRM system, including database management, workflows, triggers, user access, data integrity, and system configurations.
• Process Improvement: Identify opportunities for process improvements within the CRM system and implement best practices to increase workflow efficiency and effectiveness.
• Collaboration: Work closely with cross-functional teams, including Sales, Engineering, Product, Marketing, and Customer Success, to align CRM strategies and ensure seamless integration and communication between systems.
• Data Analysis: Analyze CRM data to gain insights into customer behavior, trends, and opportunities, providing recommendations for targeted marketing and sales efforts.
• Training and Support: Provide training and support to internal users to ensure comprehensive understanding and utilization of the CRM system.
• Reporting and Dashboards: Develop and maintain custom reports and dashboards to track key CRM metrics and provide actionable insights to stakeholders.
• Vendor Management: Collaborate with CRM software vendors to resolve technical issues and implement system enhancements.

• Proven experience (4-6 years) in CRM operations or a similar role, with a deep understanding of CRM databases and systems.
• Ability to be strategic and operational, comfortably shifting from high-level to in-the-weeds, roll-up-your-sleeves execution of work.
• Proficiency in Iterable or similar CRM platforms, including data management, configuration, integrations, and reporting.
• Strong analytical skills with the ability to derive insights from CRM data and share/make digestible to the larger team.
• Excellent organizational and project management skills with the ability to prioritize and manage multiple tasks effectively.
• Collaborative mindset with the ability to work cross-functionally and educate stakeholders.
• Attention to detail and strong problem-solving abilities.
• Experience in two-sided marketplaces preferred while healthcare or mental health industry experience is a plus but not required.
• Other platform experience that may be beneficial for this role includes Poplar, Metabase, Webflow, and Braze

Why Join Tava Health?

• Be part of a mission-driven company that is transforming the mental health industry.
• Collaborate with a passionate and dedicated team.
• Opportunity for professional growth and development.
• Competitive salary and benefits package.

Enjoy working remotely in this full-time, salaried position. Tava offers a highly competitive benefits package including parental leave, plenty of paid holidays and PTO, medical, dental, and vision insurance, and (of course) a generous mental health benefit.

Tava is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, marital, or disability status.

If you are a detail-oriented individual with a passion for optimizing CRM operations and improving customer experiences, we would love to hear from you. Apply now to join Tava Health and help us drive our mission forward.