CRM Implementation Specialist at Harmony Garden and Estate Development Limited

Role Overview

• We are seeking a highly organized, technically inclined CRM Implementation Specialist to assist with the setup, customization, and optimization of our CRM and support systems.
• This role is responsible for the end-to-end implementation of platforms, including Freshsales, Freshdesk, and Freshservice, ensuring they are fully aligned with business processes and operational goals.

Key Responsibilities

• Assist with the full-cycle implementation of Freshsales, Freshdesk, and Freshservice
  • Configure pipelines, ticketing systems, service workflows, and automation.
  • Customize fields, modules, and system structure to fit business needs.
  • Design and implement automation across sales and support processes.
  • Build workflows for: Assist management, Deal progression,Ticket routing and escalation.
  • Integrate communication channels (WhatsApp, email, SMS, where applicable).
  • Ensure smooth day-to-day operation of all systems.
• Monitor data accuracy, system usage, and performance
  • Continuously optimize processes for efficiency and scalability.
  • Support integrations with third-party tools (e.g., telephony, WhatsApp API, forms).
  • Work with APIs/webhooks where necessary.
• Coordinate with developers for advanced customizations
  • Test all configurations before deployment.
  • Identify and resolve bugs or workflow gaps.
  • Ensure all systems meet expected functional requirements.
  • Document system configurations and processes.
  • Train internal teams on how to use the systems effectively.
  • Provide ongoing support and troubleshooting.

Key Performance Indicators (KPI)

• Successful system implementation (on time & within scope).
• Workflow automation efficiency.
• User adoption rate across teams.
• Reduction in manual processes.
• System uptime and reliability.

Required Skills & Qualifications

• Proven experience implementing CRM or helpdesk systems.
• Strong working knowledge of:
  • CRM pipelines and automation.
  • Ticketing systems and SLAs.
• Familiarity with the Freshworks ecosystem (preferred).
• Strong analytical and problem-solving skills.
• Excellent communication and documentation ability.

Technical Skills (Preferred):

• Experience with:
  • APIs and webhooks.
  • Workflow automation tools.
  • Data structuring and reporting.
• Basic understanding of:
  • System integrations.
  • SaaS platforms.