Crm Analysts Job in Ketto
Job Summary
- Help Business teams
- Consult and liaise with stakeholders to gather and confirm business requirements
- Analyse and consolidate information to develop solutions to ensure business requirements are achieved
- Partner with key stakeholders to identify how business requirements can be delivered to ensure improved user experiences and reduced cost and time impacts
- Provide expert support to key stakeholders in managing system and process changes
- Provide expert advice on application solutions
- Produce functional, technical and system design documentation
- Conduct feasibility studies of applications and system solutions
- Create test scenarios for applications and enhancements, ensuring functional requirements are met
- Facilitate testing of new CRM functionality roll-outs
- Utilise and champion agile techniques to deliver on competing requirements
- Provide System support & maintenance
- Oversee all system maintenance and configuration, including user set up, roles, profiles, groups, queues, security and permissions, workflows and validation rules, custom objects and fields
- Supervise and advise on all system enhancements
- Monitor and analyze site metrics, system performance, and user activity
- Perform new release evaluations and execute new functionality rollouts
- Lead continuous improvement initiatives to improve user experiences and increase efficiencies
- Regularly audit data to uncover data integrity issues and/or opportunities for process improvements
- Develop complex reports and dashboards to support the delivery of business key metrics.
- Deliver effective training modules and user guidesIdentify and develop super user knowledge and capabilities across the business
- Be the SPOC for troubleshooting issues faced by team members and coordinating with the tech & product teams
- What we are looking for
- Holding a Bachelor's Degree or equivalent diploma with 0-4 years of work experience in a customer-facing role. Prior experience in Inside (telephonic) sales is highly preferred
- Ability to thrive in a dynamic, fast-paced startup environment.
- Experience working with a CRM eg. Zoho CRM, Salesforce
- Knowledge of business tools - dialers eg. Vicidial, Cloudagent & support desk apps - Zendesk, Freshdesk, etc.
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