CRM Functional Consultant

Responsibilities

• Work closely with clients to understand their CRM requirements and business objectives.
• Conduct assessments of existing CRM processes and identify areas for improvement.
• Design and configure CRM solutions to support sales, marketing, and customer service functions.
• Facilitate workshops and training sessions to educate clients on effective CRM practices and tool usage.
• Develop functional specifications and collaborate with technical teams to ensure alignment with client requirements.
• Drive user acceptance testing and gather feedback to refine CRM implementations.
• Provide ongoing support and troubleshooting for clients post-implementation.
• In-depth knowledge and experience in cloud based CRM solutions like, Microsoft Dynamics 365 or Salesforce.
• Understanding of higher education processes and persona journeys in a Higher Education Academic Institution.
• Understanding of sales, marketing, and customer service processes to optimize CRM workflows and support business objectives.
• Experience managing CRM implementations, upgrades, and integrations, familiar with Agile/Scrum methodologies.
• Understanding of UI/UX principles, with knowledge of HTML, CSS, JavaScript to enhance CRM usability.
• Ability to configure and customize CRM systems, including workflows, automation rules, dashboards, reports, and user roles/permissions.
• Proficient in SQL, Oracle, SQL Server and writing complex queries for data extraction, analysis, and integrity.
• Experience integrating CRM with Student Information System like Banner, Oracle Fusion ERP, marketing automation, customer service, and third-party systems using APIs, Webhooks, REST and middleware (like Microsoft Azure API Management , MuleSoft, Dell Boomi etc.).
• Proficiency in Apex, JavaScript, C#, Python, X++, and CRM-specific coding for customization, automation, and reporting.
• Expertise in data migration, cleansing, mapping, and ensuring accuracy across systems.
• Strong skills to diagnose and resolve performance, integration, and data issues.
• Knowledge of data security, role-based access control, and regulations (TDRA, GDPR, CCPA, HIPAA etc.).
• Cloud & SaaS Technologies: Familiarity with Azure, AWS, Oracle, Google Cloud, and management of cloud-based CRM platforms.
• User Support & Training: Ability to provide training, documentation, and ongoing support for CRM users.
• Experience with CRM analytics, reporting tools (Power BI, Tableau etc.) to deliver actionable insights.
• Ability to manage CRM updates and new feature rollouts, ensuring minimal business disruption.
• Strong collaboration, communication, adaptability, and stakeholder management skills.
• Should have Project Management Experience

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 6 years of experience in a CRM functional consulting role.
• Strong knowledge of CRM systems (e.g., Salesforce, Microsoft Dynamics CRM) and best practices.
• Experience with designing and configuring CRM modules related to sales, marketing, and customer service.
• Excellent analytical skills and the ability to translate business requirements into functional specifications.
• Outstanding communication and interpersonal skills for effective stakeholder engagement.
• Proven ability to manage multiple projects and clients simultaneously.
• CRM certifications (e.g., Salesforce Certified Administrator, Microsoft Certified: Dynamics 365 Fundamentals) are a plus.
• Experience in Agile project methodologies is desirable.

• Paid Time Off
• Training & Development
• Performance Bonus