CRM/DMS Consultant

3 weeks ago

Chennai India Voyager Partners Consultancy Inc. Full time

Job Description 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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