Customer Experience CRM Analyst

Project and Stakeholders Management: Conduct sanity checks on all deployed CRM modules and features to ensure stability and performance. Coordinate User Acceptance Testing (UAT) and facilitate the development of Business Requirement Documents (BRDs) with all relevant stakeholders. Engage stakeholders to gather feedback and align CRM functionalities with evolving business needs. Track project milestones and ensure timely delivery of CRM enhancements and deployments. Application Support: Act as the liaison between end users, vendors, service providers, and the IT team to ensure seamless communication and issue resolution. Identify and design CRM-related report requirements, including list views, dashboards, and analytics. Configure workflow rules, business processes, and automation based on user requirements. Collaborate with internal and external teams to ensure the CRM environment is properly configured, maintained, and optimized. Provide technical support and troubleshoot software issues, working closely with both end users and technical teams. Monitor system performance and recommend improvements to enhance efficiency and user experience. Help Desk Support: Respond promptly to user and system issues, providing effective troubleshooting and resolution. Analyze recurring issues and communicate findings to assess needs and propose long-term solutions. Work closely with business leaders to translate requirements into configuration and customization solutions that meet delivery and project goals. Maintain monthly usage statistics and monitor CRM adoption to identify gaps and recommend business solutions. Train new users on CRM functionalities and best practices. Provide ongoing training to existing users on new features, modules, and updates. Develop and maintain comprehensive training materials, user guides, and documentation. Promote user adoption through workshops, demos, and support sessions. Training and Documentation: Continuous Improvement and Innovation Identify improvement opportunities and assist in implementing enhancements that maximize the value of the CRM solution. Stay updated on Microsoft Dynamics 365 updates and industry trends to recommend innovative features and tools. Evaluate feedback and usage data to refine CRM strategies and ensure alignment with organizational goals. JOB REQUIREMENTS EDUCATION Computer science, IT or other relevant numerate discipline EXPERIENCE Experience in the user Microsoft Dynamics 365 and its implementation across various business functions such as services, sales etc. Proficient in Microsoft CRM tools and the Microsoft Power Platforms i.e Power BI, Power Apps, and Power Automate. demonstrate excellent presentation skills, Stakeholder Management, and Exceptional written and verbal communication skills