CRM Onboarding Consultant (US Hours)
- Kuala Lumpur
- Permanent
- Full-time
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.About you:As a CRM Onboarding Consultant , you will be responsible for ensuring a seamless, efficient, and successful onboarding experience for our customers. You will work closely with Product, Integration, Support, and Onboarding teams to implement SHR's Allora CRM, guiding clients through setup, training, and go-live readiness.This role requires a strong mix of technical expertise, project coordination, problem-solving, and customer service skills to help clients maximize the value of their CRM investment. You will be a key liaison, ensuring customers transition smoothly from sales to a fully integrated and operational system. This position is aligned with US business hours to provide effective support to our US-based teams and customers. Candidates must be comfortable working in this time zone.Day-to-day, you will:
- Collaborate with Project Managers and clients to define business requirements and tailor CRM solutions accordingly.
- Configure and customize CRM software to align with client needs, including data migration, integrations, and workflow automation.
- Conduct end-user training sessions to ensure effective adoption and use of CRM functionalities.
- Perform comprehensive testing and troubleshooting to ensure the CRM system operates seamlessly before going live.
- Develop and maintain detailed documentation of CRM onboarding processes, client-specific configurations, and best practices.
- Partner with Development, Product, and Support teams to resolve technical challenges and enhance CRM implementation workflows.
- Provide technical guidance and support for L2 and L3 Maverick cases, ensuring a seamless escalation process when required.
- Work with Sales teams to identify opportunities for upselling and cross-selling additional CRM solutions based on client needs.
- Serve as the primary point of contact for customers throughout the onboarding process.
- Address client concerns, provide troubleshooting assistance, and facilitate a smooth transition to ongoing support.
- Actively monitor CRM adoption post-onboarding, ensuring customers achieve their desired business outcomes.
- Continuously refine onboarding strategies, workflows, and automation to improve efficiency and client satisfaction.
- Stay updated with industry trends, CRM advancements, and best practices to enhance service delivery.
- Provide feedback to Product and Development teams to drive continuous improvements in CRM
- 2-3 years of experience in CRM implementation, onboarding, or customer success.
- Strong knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, Oracle, or Allora CRM.
- Ability to analyze business requirements and translate them into technical solutions.
- Excellent communication, interpersonal, and project management skills.
- Strong problem-solving abilities with keen attention to detail.
- Ability to work independently and collaboratively in a fast-paced environment
- Experience with Agile development methodologies.
- Background in software development or technical consulting.
- Proficiency in data analytics and reporting tools.
- CRM software certifications, such as: Salesforce Certified Administrator
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate