CRM Project Lead

The candidate will work with the sales team, CRM implementation and our internal Implementation team to build solutions for prospective customers, and then as a team own the implementation & on-boarding of new clients. The role is super critical for us as it directly impacts the revenue and customer satisfaction.

Key Responsibilities:

• Onboarding of new Clients and own the Implementation till its handed over to Client Success Team at CRM.

• Understand customers’ business needs and devise appropriate solutions using CRM

• Understand the software and tools ecosystem of Customer and come up with best possible ways of connecting CRM to them.

• Come up and implement the best way of importing existing customer data and digital assets

• Execute the implementation plan: Make the customer live within promised timeframe.

• Be point of contact for customer on implementation including any integrations.

• Communicate work status to client and internal stakeholders on a regular basis

• Work with Sales, Implementation teams to ensure that they understand any customizations done or unique needs served for the customer

• Track key metrics and KPIs related to implementation success

• Identify implementation areas that can be automated and work with the product or customer success teams to automate them.

• Upsell / cross-sell CRM product or services wherever applicable after consulting with Sales POC for the account.

• As project coordinator, candidate need not be part of all the configurations in an account, but need to assign to team resources and review that the implementation is delivered to client without delays. Should help our team resource if they face any roadblocks during implementation.

• Help the team/client with API Integrations, Connectors or any cloud platform configuration or technical related queries.

• Arrange training session for new members or whenever there is a new product feature in the application. Help the resources to get CRM Certification. If there is no on-going training at CRM, then arrange training internally as sessions or shadowing a senior resource.

• Prepare Status Reports of all the accounts handled by team and share with respective stakeholders.

• Work closely with the product development team to share client feedback and for post-implementation reviews (We are doing via Support team now during implementation)

Requirements:

  • Bachelors or Masters Degree
  • Ability to manage multiple clients and projects/task simultaneously
  • Ability to manage/mentor the team (5-6 members)
  • Exception problem solving and solutioning skills for clients from different domains.
  • Customer success oriented attitude
  • Any previous exposure in CRM Tool (especially-Leadsquared)and Integrations with third party platforms will be an advantage.
  • Able to communicate with clients who are from Sales & Marketing divisions of their organization.
  • Good Communication Skills to handle domestic as well as international clients
  • Proficiency in Hindi/different regional languages will be an advantage
  • Excellent written and oral English skills Understanding of how cloud based applications are delivered and consumed
  • Understand of unique feature and challenges of SaaS applications
  • Exceptional critical thinking skills is a plus Timely execution oriented, proactive professionals will be preferred

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