Apollo Hospitals

7 days ago

Chennai, Tamil Nadu, India Apollo Knowledge Full time

About Us:

Apollo Knowledge is an emerging entity within the integrated Apollo Hospitals & Healthcare group, with its interests spread across the entire Healthcare Education Services spectrum. Education, Skilling, Up-skilling, Training and Workforce Services are key drivers of healthcare delivery and augment the value chain. This is the focus of Apollo Knowledge as a company. With some well-established, diversified assets that exist today and some promising high-growth businesses in pipeline, Apollo Knowledge is poised to serve the ever-growing demand within key segments of healthcare both at India and internationally.

Job Purpose:

This position exists to manage, optimize, and ensure seamless functionality of the CRM system across the University, Medical Colleges, and Nursing Colleges. This role will oversee system implementation, customization, user training, data management, and stakeholder collaboration, ensuring that the CRM effectively supports student engagement, faculty interactions, and administrative operations.

KEY DUTIES/ RESPONSIBILITIES /ACCOUNTABILITIES:

CRM System Management & Support:

- Oversee and manage the CRM system implemented across the University, Medical Colleges, and Nursing Colleges.

- Provide ongoing support and troubleshooting for CRM users across multiple campuses, ensuring minimal downtime and system disruptions.

- Collaborate with IT teams to ensure the CRM system is integrated with other software solutions used within the institution.

System Configuration & Customization:

- Work with stakeholders to understand institutional requirements and tailor the CRM system for each domain (University, Medical, Nursing).

- Perform necessary customizations to the CRM to ensure seamless workflow and compliance with student, faculty, and administrative needs.

User Training & On boarding:

- Develop and deliver comprehensive training programs for faculty, staff, and administration to ensure effective use of the CRM system.

- Create user manuals, FAQs, and knowledge base articles to assist users in maximizing the system's potential.

Data Management & Reporting:

- Ensure accurate and secure data management across all departments using the CRM system.

- Generate and maintain real-time reports on key student, academic, and administrative metrics for management review.

System Upgrades & Maintenance:

- Manage regular system updates, patches, and upgrades to maintain optimal performance and security of the CRM system.

- Conduct periodic audits of the CRM system to ensure alignment with industry best practices and institutional goals.

Stakeholder Collaboration:

- Act as the primary point of contact between CRM users and the technical team, ensuring smooth communication and issue resolution.

- Liaise with department heads, academic teams, and administrative staff to gather feedback and implement necessary changes.

Compliance & Security:

- Ensure the CRM system adheres to relevant data privacy laws and institutional compliance requirements.

- Implement best practices for CRM security and conduct regular security audits to safeguard sensitive student and faculty data.

Troubleshooting & Issue Resolution:

- Manage and resolve technical issues promptly, ensuring minimal disruption to student engagement, academic processes, and administrative functions.

- Provide tier 2/3 support for complex CRM issues and work with software vendors for resolution when necessary.

ESSENTIAL SKILLS, QUALIFICATIONS & CRITICAL EXPERIENCES:

- Bachelor's or Master's degree in Computer Science, Information Technology, Business Administration, or a related field.

- Additional certifications in CRM platforms (Salesforce, Microsoft Dynamics, Zoho, or similar) are a plus.

- 8+ years of experience in CRM management, implementation, or support, preferably in an educational, healthcare, or large-scale enterprise environment.

- Hands-on experience with CRM software, system integration, and database management.

- Strong expertise in customizing, configuring, and maintaining CRM platforms.

- Proven experience in user training, stakeholder engagement, and compliance management.

- Experience in data security, system audits, and IT governance best practices.

(ref:iimjobs.com)

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