CRM Subject Matter Expert (SME) – Operations Workflow Implementation

Job Summary:

We are seeking a highly skilled CRM Subject Matter Expert (SME) with a strong focus on workflow implementation for Operations. The ideal candidate will be responsible for designing, configuring, and optimizing CRM workflows to support key business processes across operations. You will act as a bridge between Operations, IT, and CRM platform teams to ensure solutions are aligned with business needs, scalable, and user-friendly.

Key Responsibilities:

• Lead the design and implementation of CRM workflows that support operational processes such as service delivery, client onboarding, case management, escalations, etc.
• Collaborate with cross-functional teams (Operations, Sales, Marketing, IT, etc.) to gather requirements and translate them into functional CRM solutions.
• Evaluate existing CRM processes, identify inefficiencies or automation opportunities, and propose improvements.
• Create detailed documentation including workflow diagrams, SOPs, and user guides.
• Ensure CRM solutions are aligned with business goals, compliance standards, and IT governance.
• Conduct UAT (User Acceptance Testing) and coordinate go-live planning with relevant stakeholders.
• Provide training and support to end-users and stakeholders post-implementation.
• Serve as the CRM platform expert (e.g., Salesforce, HubSpot, Zoho, MS Dynamics, etc.) for Operations-specific use cases.
• Monitor system performance and user adoption, and continuously optimize workflows based on feedback and KPIs.

Qualifications:

• Bachelor's degree in Business, Information Systems, Operations Management, or related field (Master’s preferred).
• 5+ years of experience working with CRM systems (e.g., Salesforce, Zoho, HubSpot, Microsoft Dynamics).
• Proven experience implementing workflows and process automation in a CRM environment, specifically supporting Operations or Service teams.
• Strong understanding of operational business processes and KPIs.
• Experience working in Agile/Scrum environments is a plus.
• Ability to communicate complex technical concepts to non-technical stakeholders.
• Strong analytical, problem-solving, and project management skills.
• CRM certifications (e.g., Salesforce Admin, Zoho Certified Consultant) are a plus.

Preferred Skills:

• Experience with CRM integrations (e.g., ERP, customer portals, communication tools).
• Familiarity with workflow automation tools (e.g., Zapier, Make/Integromat, Power Automate).
• Hands-on experience with CRM data management, reports, dashboards, and analytics.