CRM - Business Support

**Job Summary**: Responsible for the overall management, maintenance and integration of the CRM System and related modules (Sales, Customer Service, Product/Marketing activities ) 1. USER TRAINING & ADOPTION 30% - Participate to the implementation of CRM capabilities for AMEA region - Ensures the relevant tools, materials (User training material) and processes are designed, rolled out and communicated to all users and management for onboarding, training, changes and offboarding of users - Maintain an active community of users across AMEA and drives users’ adoption and engagement through regular training, Q&A sessions, regular and proactive communication, tips and tricks, etc - Conducts system and usage audits with users 2. MASTER DATA/APPROVAL MATRIX 10% => resource master data scindee: product - Manages and ensures the quality of the users’, products’ and customers’ master data, as well as approval matrices in the system - Maintenance not set-up (users in ERP and new users in C4C) 3. LEVEL 1 SUPPORT TO USERS 30% - Attends and provides solution to user problems (level 1 technical support as super user): login, bugs, fixes, new versions, onboarding, change in assignment, offboarding) and liaise with Onedesk and ISRM teams for resolution of level 2 and 3 issues - Troubleshooting, access management, maintenance of C4C AMEA webpage, processes and tools, reporting 4. PERFORMANCE REPORTING 20% - Communicate with CRM team to develop a strong understanding of the performance KPI reports designed - Support the business users by training them on the reports capabilities from the data gathered by the CRM solution for integrated Business Analytics (opportunity funnel, campaigns, activities, etc ) 5. SYSTEM ENHANCEMENT 10% - Responsible for gathering users’ feedback and system development needs, to ensure the continual improvement of necessary CRM capabilities that are beneficial to the business - Design, administer and analyze the annual CRM users’ survey, devise continuous improvement plan, and make recommendations to the management **Reporting** - Direct line to the Global Director Commercial Excellence-CRM tools (based in EU) - Dotted line to the AMEA Director, Commercial Operations (based in Singapore) **Position Requirements/Qualifications**: - Education: Graduate in Information Technology, or relevant systems and technology course (B.S or B.A. in business, marketing, accounting, computer science, etc )0 - Knowledge: Computer literacy (MS office, programming), data analytics (ideally Power BI), sales process, ERP and CRM fundamentals - Skills: ERP and CRM data flows, management and administration, project management, cross-functional communication, presentation, interpersonal, judgment/decision, problem solving, Proficient in oral & written English - Preferably with background experience in a B2B environment, and ideally with a good knowledge of SAP and C4C solutions - Attributes: Positive attitude, internal customer focused, stress tolerance, initiative, strong work ethic, influencing, responsible, dependable, flexible, sense of urgency, team player, 5+ years’ experience. **DISCLAIMER**: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer. **EEO Statement**: We recognize the value of diverse workforce and aim to create employment opportunities such that all employees achieve their full potential and work in an environment free of discrimination and harassment. We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, caste, color, religious creed, ethnicity, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by central, national, provincial or local laws. 3rd party non-solicitation policy