Customer Relationship Management Business Analyst

Hiring For USA based Multinational Company

We are seeking a highly skilled and detail-oriented CRM Business Analyst to join our team. In this role, you will serve as a bridge between business stakeholders and the technical team to ensure that our CRM solutions meet business needs and drive customer success. You will work closely with marketing, sales, customer service, and IT teams to define CRM requirements, optimize processes, and deliver impactful solutions to enhance customer relationships and business performance.

• Collaborate with business stakeholders to understand CRM needs, goals, and processes across sales, marketing, and customer service teams.
• Document and prioritize business requirements, ensuring alignment with CRM objectives.
• Define system features, workflows, and business processes, ensuring they are mapped to CRM capabilities.
• Work with technical teams to configure and customize CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot) based on business requirements.
• Provide recommendations on CRM best practices and tools that optimize customer relationship management and drive business growth.
• Monitor CRM performance and identify areas for improvement in functionality, usability, and integration.
• Analyze and streamline existing customer-related processes, identifying bottlenecks, inefficiencies, and opportunities for automation.
• Work closely with functional teams (sales, marketing, customer service) to ensure the CRM solution supports and enhances day-to-day operations.
• Develop workflows, process maps, and user stories for CRM implementation or updates.
• Analyze CRM data to provide actionable insights into customer behavior, sales trends, marketing effectiveness, and customer satisfaction.
• Design and develop dashboards, reports, and performance metrics for stakeholders.
• Support data quality initiatives and ensure CRM data integrity, accuracy, and consistency.
• Provide training and ongoing support for CRM users across different departments.
• Create user manuals, training materials, and best practice guides for CRM users.
• Troubleshoot CRM-related issues and provide timely solutions to end-users.
• Manage CRM-related projects, from requirements gathering to implementation and go-live, ensuring timelines, budgets, and resources are effectively managed.
• Collaborate with project managers, developers, and other team members to ensure successful project execution.
• Perform user acceptance testing (UAT) to ensure new features meet business needs and function as expected.