Senior CRM Analyst

Summary

Join Dynatron Software as a CRM Analyst and play a crucial role in managing and optimizing our customer relationship management systems. This role ensures the effective functioning of our CRM system, producing actionable insights and fostering stronger customer relationships. As part of the IT Corporate Applications Team, you will bridge data-driven insights with customer-driven strategies. The position requires 3+ years of CRM configuration experience, proficiency in Agile methodologies, and strong analytical and communication skills. This is a remote independent contractor position based in India, with specific working hours to collaborate with the US team and flexibility for the remaining hours. Compensation is within a specified range, and the contract is initially for 12 months.

Requirements

• Bachelor's degree or equivalent experience
• 3+ years of experience with CRM configuration: including workflows, validation rules, formula fields, customer journeys (work management), modules and security controls
• Experience with Agile and scrum methodologies
• Experience using of Jira/Confluence for requirements documentation
• Proven ability to design, implement and integrate CRM solutions to optimize business processes
• Experience with process engineering methodologies (As-Is and To-Be process mapping)
• Must be familiar with SugarCRM platform
• Ability to troubleshoot system problems, determine root cause, recommend and implement solutions
• Flexible, able to multi-task, context switch, and manage prioritizing multiple tasks and deadlines
• Excellent written and verbal skills, ability to communicate information in clear and concise language to a wide audience varying in levels of technical expertise
• Aptitude for learning new concepts and procedures
• Strong customer service orientation
• Good interpersonal skills

Responsibilities

• Leverage strong analytical skills and knowledge of SugarCRM
• Maintain a deep understanding of user processes, collaborate with stakeholders, and identify opportunities for process optimization
• Address technical issues and discrepancies reported by users, providing timely solutions
• Identify and address gaps in customer experience to enhance satisfaction
• Actively participate in Agile ceremonies (Daily Stand-Ups, Sprint Planning, Sprint Reviews, and E2E testing)
• Gather requirements from stakeholders and analyze them based on technical environments and enterprise specifics
• Synthesize analytical findings into clear, incisive insights and recommendations that drive business results
• Develop functional design documents, including technical specifications for custom development and system integration
• Develop, maintain, and update system configuration documentation

Preferred Qualifications

Experience with SQL and PHP

Benefits

• Provision for India Gazetted Holidays
• 24 days of Paid Time Off (PTO) within the contract term