CRM/DMS Consultant

2 days ago

Chennai, India Voyager Partners Full time

Description :Key Responsibilities :- Manage end-to-end Sales, Service, Warranty, and Spares workflows in CRM.- Configure and support CRM modules related to customer lifecycle, dealer interactions, and business operations.- Maintain and enhance CRM processes, ensuring alignment with organizational business rules.- Support and optimize processes related to Billing, Invoicing, Retail B2C, and order management.- Work closely with Finance and Sales teams to ensure seamless O2C workflows.- Troubleshoot O2C issues and recommend system/process improvements.- Implement and support integrations with Tally and other dealer systems.- Manage real-time or batch data synchronization between CRM and DMS platforms.- Collaborate with technical teams to validate interface specifications, API payloads, and data mapping.- Work with REST APIs for data exchange between CRM and external systems.- Analyze, develop, and validate BI Reports for business insights and operational tracking.- Create detailed test cases, perform UAT coordination, and ensure quality deliverables.- Maintain CRM master data including products, customers, pricing, warranties, and dealer information.- Configure and manage organizational hierarchies and operational workflows.- Ensure clean data governance and version control.- Act as a liaison between business teams, dealers, and IT.- Conduct detailed requirement gathering and prepare functional specifications.- Document AS-IS and TO-BE processes, specifications, and user training materials.- Handle L2/L3 support tickets and ensure timely resolution.- Perform root cause analysis and propose preventive measures.- Track and report issue trends, ensuring long-term system stability.Required Skills & Qualifications :- 5- 6 years of experience in CRM and Dealer Management Systems.- Strong knowledge of Sales, Service, Warranty, and Spares operations.- Hands-on experience in O2C processes, including Billing & Retail B2C.- Experience with DMS integrations (Tally or equivalent dealer systems).- Familiarity with REST APIs, BI Reporting tools, and test case preparation.- Good understanding of Master Data and organizational structures.- Strong analytical, communication, and documentation skills.- Experience in Incident Management and business requirement analysis (ref:hirist.tech)

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