Senior CRM Administrator

Summary

Join Keypath's new APAC IT division as a Senior CRM Administrator and play a pivotal role in building and maintaining our CRM system. You will collaborate with various teams to understand their needs and translate them into effective CRM solutions using your expertise in Microsoft Dynamics 365 Customer Engagement. Responsibilities include optimizing CRM workflows, providing technical support, developing best practices, conducting system audits, and training end-users. This role requires a bachelor's degree, 4+ years of experience with Microsoft Dynamics 365, and strong technical and communication skills. Keypath offers a flexible work environment, comprehensive benefits, and opportunities for professional development.

Requirements

• Minimum of a bachelor’s degree in a technical or related field of study, or equivalent experience
• 4+ years of hands-on experience with Microsoft Dynamics 365 Customer Engagement
• Strong background in designing and implementing robust business solutions using Dynamics CRM, including advanced concepts including Dynamic Entity, Metadata, async plug-ins, workflows, business processes, etc
• Proven track record of solving real-world problems with CRM solutions
• Strong technical support skills and the ability to troubleshoot complex CRM issues
• Knowledge of the technical framework of CRM including email integration options
• Excellent communication and collaboration skills to work effectively with cross-functional teams
• Ability to develop and implement CRM best practices and strategies
• Proficiency in creating and maintaining documentation for CRM systems
• Ability to train and support end-users to enhance their CRM usage
• Solid understanding of SDLC using Agile Methodologies
• Solid understanding of business and operational processes and needs
• Ability to collaborate effectively with cross-functional teams
• Commitment to maintaining high security standards
• Strong problem solving, quantitative and analytical abilities, capable of learning new technologies quickly

Responsibilities

• Collaborate with product management, application services, and operational teams to support and configure Keypath’s enterprise CRM and related systems
• Drive efficiencies for operational teams by optimizing CRM workflows and processes
• Enhance the student experience through effective CRM solutions and support
• Provide ongoing technical support and troubleshooting for CRM and supporting system issues
• Develop and implement CRM best practices and strategies to improve system performance and user satisfaction
• Conduct regular system audits and data integrity checks to ensure the accuracy and reliability of CRM data
• Create and maintain comprehensive documentation for CRM configurations, processes, and procedures
• Train and support end-users to maximize the utilization of CRM features and functionalities
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish requests from underlying true needs
• Successfully engage in and manage multiple initiatives simultaneously

Preferred Qualifications

• Experience in the education sector or with student management systems
• Certification in Microsoft Dynamics 365 or related CRM platforms
• Experience with Sharepoint and CRM/Sharepoint integration
• Familiarity with CRM integration and customization
• Experience with marketing automation systems

Benefits

• Opportunity to work in office, hybrid or remotely
• All the necessary equipment for success including laptop
• Access to health & wellbeing programs including an Employee Assistance Program and Mental Health Days
• Learning & growth opportunities including access to LinkedIn Learning, Career Development Programs and Learning Labs
• Employee led Initiatives such as Culture Club, Team Green, Sustainability and more
• Company events and activities run in office and remotely