Key Areas of Responsibility:
CRM system building and implementation.
Understand business dynamics and set- up insightful and structured reporting dashboards within the CRM functionalities in alignment with the management guidelines.
Establish workflows for data capture while always ensuring data integrity.
Enable CRM workflow automation and minimize basic transactional tasks.
Drive CRM configuration design innovation by exploring, understanding, explaining, and implementing the CRM functional potential.
Responsible for preparing user training material and guidelines.
Provide support & guidance to colleagues and customers that use the CRM software, including support to the training team.
Ensure clear and referenceable configuration documentation.
CRM Service escalation support for end- users
Work with team members to solve the big impact issues.
Troubleshooting user or software errors that inhibit the efficiency of the interaction between people and technology in deeply technical issues.
Meeting with teams to help them analyze business trends.
Data analysis support.
Monitor daily data feed, and verify the accuracy of customer data.
Required Competencies
Attention to detail, to manage the integrity of the CRM data.
Create documentation on case resolution in order to facilitate knowledge sharing with team members.
Patience when handling difficult user cases.
Must be able to work independently and be team- oriented, reliable, and dependable.
Basic English communication skills. (TOEIC 500, WSE level 9/20 or equivalent English levels)
Experience with HubSpot/ Creatio or similar marketing automation system is plus.
Organize and hold training sessions on processes for all roles to increase efficiency of usage.
Escalate reoccurring technical issues to the relevant support teams.
Troubleshooting software or user errors that inhibit the efficiency of the interaction between people and technology. Ability to assist in trouble shooting of ad hoc issues.
Ability to think critically, identify solutions and deliver recommendations based on data and analysis.
Lead communication for platform and process changes.
Drive consistent usage of CRM system and adherence to sales processes.
