Senior CRM Functional Consultant:
Job Summary
We are looking for an experienced CRM Functional Consultant to support the analysis, design, and implementation of enterprise CRM solutions that streamline customer engagement, sales, marketing, and service processes. The role focuses on translating business needs into functional CRM solutions using modern low-code platforms, working closely with business stakeholders, delivery teams, and technical consultants to ensure successful adoption and value realization.
Required Qualifications
- Bachelor's degree in business administration, Information Systems, Computer Science, or related field.
- 37 years of experience as a CRM Functional Consultant.
- Strong experience in CRM domains: Sales, Marketing, Customer Service, and Case Management.
- Hands-on experience with configurable or low-code CRM platforms.
- Solid understanding of business process modeling (BPMN or equivalent).
- Strong communication and stakeholder management skills.
Key Responsibilities
Business Analysis & Functional Design
- Lead discovery workshops with business stakeholders to understand CRM requirements across Sales, Marketing, Customer Service, and Case Management.
- Analyze and document business processes, pain points, and improvement opportunities.
- Translate business requirements into clear functional specifications, user stories, and process flows.
- Define CRM data models, entities, relationships, business rules, and validation logic.
CRM Configuration & Solution Enablement
- Configure CRM modules.
- Design and configure business processes, approvals, SLAs, and automation rules using platform capabilities.
- Support the design of dynamic forms, dashboards, and reports aligned with business KPIs.
- Ensure configurations follow best practices for scalability, usability, and maintainability.
Stakeholder & Delivery Collaboration
- Act as the functional bridge between business users and technical teams.
- Support solution walkthroughs, demos, and design validation sessions with stakeholders.
- Collaborate with integration teams on CRM touchpoints with ERP, billing, customer portals, and third-party systems.
Testing, UAT & Go-Live Support
- Support system testing and lead User Acceptance Testing (UAT) cycles.
- Assist in data migration validation and cutover activities.
- Provide post-go-live support and continuous improvement recommendations.
Documentation & Knowledge Transfer
- Produce functional documentation, configuration guides, and end-user documentation.
- Support training sessions and knowledge transfer for business users and support teams.
Soft Skills
- Strong analytical and problem-solving mindset.
- Ability to communicate complex concepts in a clear, business-friendly way.
- Organized, detail-oriented, and comfortable working in multi-stakeholder environments.
- Proactive, collaborative, and results driven.
