CRM (SME)

Job description

A CRM SME (Subject Matter Expert) in IT to bring specialized expertise in implementing, managing, and optimizing Customer Relationship Management systems to meet business objectives. His capabilities generally include the following:

6+ years of experience in the same role:

 

1. CRM System Expertise

  • Configuration & Customization: Skilled in tailoring CRM systems (e.g., Salesforce, Microsoft Dynamics, Oracle CRM) to meet business needs.
  • Integration Knowledge: Proficient in integrating CRM with other systems such as ERP, Contact Centers, and Marketing Automation platforms using APIs.
  • Data Management:
    • Expertise in migrating, cleaning, and securing customer data.
    • Ensures compliance with regulations like GDPR for data privacy.

2. Business Process Alignment

  • Sales, Marketing, and Service Automation: Designs workflows and automates repetitive processes to enhance productivity.
  • Customer Journey Mapping: Aligns CRM features with customer lifecycle needs to improve engagement and retention.
  • Campaign Management: Optimizes CRM for lead scoring, segmentation, and multi-channel campaigns.

3. Analytical Skills

  • Dashboard & Reporting: Develops custom reports to monitor performance metrics and generate actionable insights.
  • Performance Optimization: Diagnoses and resolves issues to improve CRM efficiency and user experience.
  • Change Management: Ensures smooth adoption during upgrades or new implementations by training users and addressing resistance.

4. Stakeholder Collaboration

  • Cross-Functional Coordination: Bridges technical teams and business units to translate requirements into CRM solutions.
  • Vendor Management: Negotiates with CRM vendors for system procurement, support, and updates.

5. User Training and Support

  • Training Delivery: Provides comprehensive user training and creates documentation for ease of use.
  • Technical Support: Quickly addresses system issues and ensures system reliability.

6. Regulatory Compliance

  • Ensures CRM systems adhere to industry standards (e.g., PCI-DSS, GDPR) and implements necessary security controls.

7. Emerging Technology Adoption

  • AI & Analytics: Integrates AI-driven features like chatbots, predictive analytics, and sentiment analysis.
  • Cloud & Mobile Solutions: Implements cloud-based CRM and mobile-accessible solutions for scalability and accessibility.
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