CRM Implementation Specialist

JOB TITLE: CRM Implementation Specialist

DEPARTMENT: Business Development

REPORTS TO: Business Development Manager

PURPOSE:
To lead the implementation, maintenance and optimization of Customer Relationship Management (CRM) systems, ensuring their alignment with organizational goals and enhancing customer engagement. This role requires expertise in Salesforce and strong client communication skills to deliver exceptional service and support.

KEY RESPONSIBILITIES:

• Manage end-to-end implementation of CRM systems, with a focus on Salesforce.
• Ensure seamless CRM setup and customization to meet business requirements.
• Perform routine maintenance, updates and optimization of CRM platforms.
• Collaborate with stakeholders to gather and analyze requirements, translating them into technical solutions.
• Provide user training, support and troubleshooting for CRM-related issues.
• Stay updated on CRM trends and advancements to recommend improvements or upgrades.
• Develop and document CRM workflows, guidelines and best practices for organizational use.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Academic Qualifications: BBA, MBA, or BS in Computer Science.
• Technical Expertise: Extensive experience with CRM systems, particularly Salesforce.
• Experience: 5–10 years in the IT services domain, with a proven track record in CRM setup and maintenance.
• Communication Skills: High-level proficiency with demonstrated ability to communicate effectively.