Latest Job Openings India
Business Process Consultant – CRM (J_125)
Roles and Responsibilities:
Overview:
- As a Business Process Analyst, you will be giving process improvements by drawing knowledge from process details and linking these inferences to business objectives in identifying process improvements aligned with Movate’s Digital Solutions.
- You will be responsible for structuring a large amount of information within a process framework and modelers of business processes. Also, you are expected to use the process/workflow software to create process models which can be simulated, executed, and analyzed directly by the business. You will also help the business executives in decision making by modelling/simulating all scenarios and bring the reality of the business in alignment with its goals.
- CRM consultants gather data, provide software recommendations, and communicate their ideas effectively to other managers and employees. They respond quickly to customer needs and collect detailed information to assist in their outreach and research efforts. They also follow up on the implemented strategies to change or amend new policies that ensure maximum customer relation satisfaction. CRM consultants need a minimum bachelor’s degree in information technology or computer science.
Role Summary:
- Understand business process management and business requirements of internal and external clients and translating them to functional requirements for CRM (Salesforce/Freshdesk/Zendesk/ etc…)
- Collaborate with team members to create a holistic CRM strategy
- Experience with functional and user acceptance testing and training.
- Experience with business process design or re-engineering
- Further, own segmentation strategy, technology, research, and initiatives to improve the customer experience.
- Responsible to drive the vision and strategy for our CRM efforts to engage customers and deliver business growth.
- Should write Functional Documents, User Journeys
- Train the team on new processes, create documentation and usage guide.
- Should work with other CRM Analysts to analyze business processes and identify opportunities to apply technology and improve efficiencies, while promoting best practices.
- Develop and document policies, procedures and standards relating to database management.
- Use data and insights to hyper-personalize experiences and optimize in real-time.
- Provide reporting on a property and portfolio-wide level via monthly, quarterly, semi-annually and annual cadences.
Required Skills and Experience:
- Bachelor’s in Business/Technology with MBA is preferred
- Minimum of 8 to 10+ years of experience, with strong Business Process Analysis experience in Support Industry especially Technology Support
- Fluent in applicable software, systems, and processes, such as XML, CPQ and APIs.
- A collaborator and critical thinker with sound attention to detail and prioritization skills
- Should be experience working in large RFPs and Pro-Active Proposals.