Why is this position open: This position is open because we're beginning a CRM reimplementation project and need dedicated support to ensure its success. The CRM Consultant will serve as a business analyst to gather requirements, document processes, and work closely with the technical team. This role is essential to help the agency enhance customer relationships, optimize business processes, and ensure the new CRM system is effectively designed, implemented, and adopted across the organization.
Interview Process: 1 round, virtual (video required)
Duration of the Contract: 12 months
Possibility for Extension: Yes
Work Location: Role is hybrid (3 days onsite per week)
Candidate location: Candidate MUST be a SC resident. No relocation allowed.
Business Analyst - CRM Consultant
Overview:
The CRM Consultant will play a crucial role in helping the organization enhance customer relationships and optimize business processes through the effective use of CRM (Customer Relationship Management) software. This individual will assess business needs, design tailored CRM solutions, and ensure systems are implemented and adopted successfully to drive organizational goals.
Key Responsibilities:
- Evaluate business needs, workflows, and customer engagement processes to identify CRM requirements and opportunities for improvement.
- Design, configure, and implement CRM systems that align with the organization's goals and operational structure.
- Develop and document Standard Operating Procedures (SOPs) and training materials to ensure staff adoption and consistent CRM usage.
- Create and execute CRM strategies that improve customer relationships, data management, and business productivity.
- Collaborate closely with sales, marketing, and customer service teams to ensure CRM tools support their activities and objectives.
- Monitor and analyze CRM system performance, providing recommendations and adjustments to optimize effectiveness.
- Prepare reports and insights for leadership and key stakeholders on CRM performance, user adoption, and ROI.
- Stay up to date on CRM technology trends and emerging tools to recommend improvements and innovations.
- Assist with CRM vendor selection, evaluation, and implementation processes when introducing new platforms or upgrades.
Qualifications & Skills:
- Proven experience implementing and managing CRM platforms, ideally across multiple industries.
- Strong understanding of sales, marketing, and customer service best practices.
- Hands-on experience with Microsoft Dynamics 365 and Salesforce CRM.
- Knowledge of software selection methodologies and CRM integration strategies.
- Excellent communication and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Ability to translate business requirements into functional CRM solutions.
Preferred Qualifications:
- Bachelor's degree in Business, Information Systems, Marketing, or a related field.
- CRM certification (e.g., Salesforce Certified Consultant, Microsoft Dynamics 365 Functional Consultant) is a plus.
Required Skills: -
- 5+ years of experience with Microsoft Dynamics 365 CRM configuration, implementation, and optimization
- 7+ years of experience with Sales Processes workflows, pipeline management, and process optimization
- 3+ years of experience as a Business Analyst gathering requirements, documenting processes, working with cross-functional teams.
- Experience with Salesforce CRM is highly preferred.
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