Customer Experience CRM Analyst at First Bank

Project and Stakeholders Management:

• Conduct sanity checks on all deployed CRM modules and features to ensure stability and performance.
• Coordinate User Acceptance Testing (UAT) and facilitate the development of Business Requirement Documents (BRDs) with all relevant stakeholders.
• Engage stakeholders to gather feedback and align CRM functionalities with evolving business needs.
• Track project milestones and ensure timely delivery of CRM enhancements and deployments.

Application Support:

• Act as the liaison between end users, vendors, service providers, and the IT team to ensure seamless communication and issue resolution.
• Identify and design CRM-related report requirements, including list views, dashboards, and analytics.
• Configure workflow rules, business processes, and automation based on user requirements.
• Collaborate with internal and external teams to ensure the CRM environment is properly configured, maintained, and optimized.
• Provide technical support and troubleshoot software issues, working closely with both end users and technical teams.
• Monitor system performance and recommend improvements to enhance efficiency and user experience.

Help Desk Support:

• Respond promptly to user and system issues, providing effective troubleshooting and resolution.
• Analyze recurring issues and communicate findings to assess needs and propose long-term solutions.
• Work closely with business leaders to translate requirements into configuration and customization solutions that meet delivery and project goals.
• Maintain monthly usage statistics and monitor CRM adoption to identify gaps and recommend business solutions.
• Train new users on CRM functionalities and best practices.
• Provide ongoing training to existing users on new features, modules, and updates.
• Develop and maintain comprehensive training materials, user guides, and documentation.
• Promote user adoption through workshops, demos, and support sessions.

Training and Documentation:

Continuous Improvement and Innovation

• Identify improvement opportunities and assist in implementing enhancements that maximize the value of the CRM solution.
• Stay updated on Microsoft Dynamics 365 updates and industry trends to recommend innovative features and tools.
• Evaluate feedback and usage data to refine CRM strategies and ensure alignment with organizational goals.

JOB REQUIREMENTS

EDUCATION

Computer science, IT or other relevant numerate discipline

EXPERIENCE

• Experience in the user Microsoft Dynamics 365 and its implementation across various business functions such as services, sales etc.
• Proficient in Microsoft CRM tools and the Microsoft Power Platforms i.e Power BI, Power Apps, and Power Automate.
• demonstrate excellent presentation skills, Stakeholder Management, and Exceptional written and verbal communication skills