CRM Solutions Manager

1 day ago

Mumbai, India Bonanza Portfolio Ltd Full time

Job Title: CRM Systems Manager

About Bonanza Group:

Bonanza Group is a trailblazer in the fintech and finance industry, dedicated to delivering innovative financial solutions that empower our customers. We pride ourselves on our dynamic and collaborative work culture, where creativity and excellence are at the forefront of everything we do.

Job Description:

We are seeking a skilled and proactive CRM Systems Manager to join our team. This role will be pivotal in managing our CRM software, telephony software, customer ticket management software, and chatbot tools. The ideal candidate will have a deep understanding of CRM and customer service systems and will be responsible for designing solutions, optimizing processes, and ensuring seamless operations across platforms to derive maximum value and efficiency.

Key Responsibilities:

CRM Management: Oversee and manage the company's CRM system, ensuring it aligns with business needs and supports customer relationship management processes effectively. Monitor system usage and provide recommendations for optimization.

Telephony and Chatbot Software: Manage and optimize telephony software systems to enhance customer interactions and streamline communication processes, including chatbot and AI-driven automation tools for better customer engagement.

Service Ticket Management: Administer and configure service ticket management software to ensure efficient handling of customer issues and inquiries. Set up workflows and automation for effective issue resolution and escalation management.

System Integration: Collaborate with IT and other departments to integrate CRM and related systems with other business applications (e.g., ERP, marketing automation, sales tools) and databases to ensure data consistency and seamless functionality across platforms.

Solution Design & Architecture: Design and implement scalable, effective CRM and CX solutions to improve operational efficiency and enhance the customer experience. Evaluate and customize solutions to meet evolving business requirements.

Data Analysis & Reporting: Utilize CRM data analytics to generate actionable insights and drive strategic decisions, improving sales, service processes, and customer satisfaction. Set up dashboards and performance reports for key stakeholders.

User Training and Support: Develop and conduct training programs to ensure effective adoption of CRM and related tools. Provide ongoing support and troubleshooting assistance to end-users on system functionalities and best practices.

System Maintenance & Upgrades: Ensure regular maintenance, updates, and troubleshooting of CRM and related systems to minimize downtime, optimize system performance, and ensure data security compliance.

Vendor & Stakeholder Management: Manage relationships with CRM software vendors and service providers, ensuring service level agreements (SLAs) are met. Act as the main point of contact for any technical issues or escalations.

Documentation & Compliance: Maintain detailed documentation on system configuration, processes, and best practices. Ensure systems comply with data protection regulations (e.g., GDPR) and internal security standards.

Qualifications:

Experience: Minimum of 5 years of experience in CRM administration and solutions management, ideally in a fast-paced environment within the finance or technology sectors.

Technical Skills: Strong proficiency in CRM software (preferably Leadsquared, Salesforce, Microsoft Dynamics, or HubSpot), telephony software (e.g., Knowlarity, mCube), service ticket management systems (e.g., Freshdesk, Zendesk), and chatbot/automation tools.

Analytical & Problem-Solving Skills: Demonstrated analytical skills with a proactive approach to identifying system issues, evaluating potential solutions, and implementing effective resolutions. Strong aptitude for data analysis and creating actionable insights.

Project Management: Experience in managing CRM system projects from inception to completion, ensuring timely delivery, adherence to budget, and effective coordination with multiple stakeholders.

Communication Skills: Excellent communication skills with the ability to collaborate effectively across cross-functional teams and present complex technical information to non-technical audiences.

Continuous Learning: Commitment to continuous improvement and staying updated on CRM trends, tools, and best practices. Willingness to learn new tools and implement new technologies as needed.

Educational Background: Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field is preferred.

Why Join Bonanza Group:

Dynamic Environment: Work in a fast-paced, innovative setting where your contributions have a direct impact on the company's success.

Career Growth: Access to professional development opportunities and a clear path for career advancement.

Supportive Culture: Be part of a team that values creativity, collaboration, and excellence.

Competitive Compensation: Attractive salary and benefits package.

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