Customer Relationship Management Senior Executive

Role Objective A key objective of this position is to manage and optimize Customer Relationship Management (CRM) systems and associated applications to ensure smooth business operations and enhance user adoption across global teams. The role involves coordinating with field staff, ensuring accurate reporting, supporting expense management processes, and driving CRM-related initiatives and training for continuous improvement and system efficiency.

Desired Candidate Profile

Graduate / Postgraduate in Business Administration, Information Technology, or a related field.

4–7 years of experience in CRM administration, user support, or sales operations.

Working knowledge of Salesforce CRM and Zoho Expenses (or similar platforms).

Excellent proficiency in MS Office (Excel, PowerPoint, Word) .

Strong communication skills with fluency in English and Hindi .

Ability to coordinate effectively with global teams and manage cross-functional tasks.

Detail-oriented with a structured approach to problem-solving and implementation.

Roles & Responsibilities

Manage day-to-day CRM operations, including user management, query resolution, and data maintenance.

Coordinate with field staff regarding CRM-related issues, reporting, and expense submissions.

Oversee the implementation and adoption of Salesforce CRM and Zoho Expenses modules.

Conduct user training sessions, demos, and refreshers for global sales teams on new functionalities and enhancements.

Facilitate quarterly assessments for Salesforce CRM users to evaluate understanding and usage.

Support UAT (User Acceptance Testing) and lead project go-live for new CRM and expense modules.

Configure and manage policies and workflows on Zoho Expenses, including team activation and deactivation.

Provide day-to-day operational support for CRM and expense management portals.

Collaborate with IT and Sales Operations teams to enhance system functionality and user experience.

Functional Skills Required

Strong understanding of CRM systems (preferably Salesforce).

Hands-on experience with Zoho Expenses and related policy configuration.

Data analysis, dashboard creation, and reporting skills.

Project coordination for CRM enhancements and rollouts.

Excellent computer proficiency and attention to accuracy in data management.

Behavioral Skills Required

Strong interpersonal and coordination skills.

Excellent verbal and written communication abilities.

Analytical mindset with a proactive problem-solving approach.

Ability to multitask and manage priorities under deadlines.

Team-oriented attitude with a commitment to continuous learning and improvement.

Team Size to be Handled :

Individual contributor role, reporting to the AGM – Global MIS & Systems.

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Biotech is an Equal Opportunity Organization promoting diversity while ensuring no discrimination on any ground, including gender, race, religion, age, sexual orientation, disability, etc.