CRM Executive

1 week ago

Remote, India 1840 & Company Full time

About the Role: We are seeking a dynamic, detail‑oriented CRM Executive to own and execute all CRM programs defined by our Client’s Head of CRM & Management. In this role, you will lead “Top‑Priority Case Same‑Day Resolution” initiatives, collaborate cross‑functionally with Services, Sales, Data & Operations teams, and act as the functional bridge between business stakeholders and our technical team. You’ll ensure that every CRM program delivers maximum efficiency, meets SLA targets, and drives overall company performance. **Key Responsibilities**: - Program Management: - Intake and prioritize CRM programs from the Head of CRM & Management. - Develop detailed reports, timelines, and success metrics for initiatives such as same‑day case resolution and priority‑task automation. - Cross‑Functional Collaboration: - Partner with Services, Sales, Data & Operations executives to align CRM workflows, data models, and process requirements. - Facilitate weekly alignment calls to surface blockers, share progress, and update senior leadership dashboards. - Functional Leadership: - Translate business requirements into clear functional specifications for Salesforce admins, developers, and operations resources. - CRM Operations & Support: - Oversee day‑to‑day Salesforce administration tasks: user provisioning, security profiles, permission sets, and data integrity checks. - Ensure all changes pass through defined governance and release‑management processes. - SLA & KPI Tracking: - Define, monitor, and report on SLAs for priority‑case resolution and other high‑impact programs. - Build and maintain dashboards to provide real‑time visibility into CRM performance metrics. - Training & Documentation: - Develop user guides, process documentation, and in‑system help for new features and program updates. - Lead training sessions to drive adoption and ensure > 90% proficiency across CRM users. **Requirements**: - Min. 3+ years of hands‑on experience in a CRM or Salesforce program‑management role. - Required Post Graduate, MBA in IT to handle Programs efficiently - Strong functional knowledge of Salesforce Sales Cloud and Service Cloud. - Proven track record managing high‑priority case resolution programs or similar time‑sensitive initiatives. - Experience collaborating with cross‑functional teams (Sales, Service, Data & Ops) to deliver CRM solutions. - Excellent written and verbal communication skills with the ability to translate business needs into functional specs. - Strong organizational skills, attention to detail, and ability to manage multiple concurrent programs. - Familiarity with agile project‑management practices and release‑management processes. **Preferred Qualifications**: - Salesforce Certified or equivalent - Experience in a matrixed, global‑client environment (e.g., MNCs) About 1840 & Company 1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide. Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

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