Basecamp - CRM Specialist

Job description

DescriptionWe are seeking a CRM Specialist to join our Base Camp Support team. This role combines technical expertise, strategic insight, and a customer success mindset to ensure our advisors and their teams get the most value out of our CRM platform (Practifi). Acting as a subject matter expert, you’ll support advisor onboarding, manage day-to-day service requests, deliver effective training, and contribute to the continuous improvement of our CRM experience across the firm.

The ideal candidate is passionate about enabling user success, thrives in a collaborative environment, and is skilled at translating technical functionality into practical, user-friendly solutions. This is an excellent opportunity for someone who enjoys blending technology with relationship management to make a meaningful impact.

Responsibilities
• CRM Subject Matter Expertise
Act as the internal expert on Practifi (built on Salesforce), providing functional guidance, configuration insights, and troubleshooting support to advisors and internal teams.
• Advisor Support & Ticket Management
Own and resolve CRM-related service tickets and general Base Camp requests in accordance with defined service-level agreements (SLAs), ensuring a timely and advisor-friendly experience.
• Onboarding & Implementation
Partner with the onboarding team to ensure new advisors are set up for success with the CRM and related tech tools, guiding them through initial use and best practices.
• Training & Adoption Enablement
Lead training sessions (1:1 and group) tailored to different skill levels. Develop and maintain clear documentation and resources to improve adoption, usage, and self-sufficiency.
• Client Experience & Process Optimization
Work closely with internal stakeholders and field teams to gather feedback, identify pain points, and propose scalable improvements to advisor workflows and CRM features.
• Communication & Collaboration
Proactively share system updates, enhancements, and process changes across teams. Support cross-functional projects that improve the advisor experience.

Qualifications
• Bachelor’s degree in Business, Finance, Information Systems, or a related field.
• 3+ years of experience training or supporting end users on CRM platforms (Practifi or Salesforce experience strongly preferred).
• Background in customer success, advisor operations, or technology enablement is a plus.
• Skilled communicator, comfortable working with users of varying technical ability.
• Analytical and detail-oriented with a proactive, service-driven approach.
• Familiarity with custodian platforms is beneficial but not required.
• Able to thrive in a fast-paced, collaborative, and agile work environment.
Location / Schedule
• Tampa, FL home office preferred; Remote work will be considered
• Working hours are 9am-5pm Monday-Friday
• Occasional evening/weekend hours may be requested.
• Travel is less than 10%
Job Type
• Full-time, Exempt
• $80,000-$100,000 base per year, dependent on experience, with additional semi-annual performance bonus opportunities

Benefits
• 401(k) matching
• Equity
• Dental Insurance
• Disability insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

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