Lead CRM Systems Analyst

2 weeks ago


San Antonio, Texas, United States Epik Solutions Full time
Descripción del Puesto

Posición: Lead CRM Systems Analyst


Objetivo del Puesto
Este rol es fundamental para identificar, comprender y satisfacer las necesidades organizacionales en la gestión de relaciones con los clientes. Implica mantenerse actualizado sobre las tecnologías de CRM, especialmente Microsoft Dynamics CRM, y colaborar con proveedores y socios para recomendar las tecnologías y funciones de CRM adecuadas que cumplan con las expectativas del cliente. Además, el rol abarca la gestión de diversas aplicaciones.


Responsabilidades Clave

  • Actuar como el administrador técnico principal y experto en el sistema de Gestión de Relaciones con Clientes (CRM).
  • Realizar la administración del sistema en el backend, incluyendo la resolución avanzada de problemas a medida que surgen.
  • Ejecutar pruebas técnicas eficientes y efectivas de las características en la plataforma CRM durante la implementación y actualizaciones para asegurar que la funcionalidad del sistema satisfaga las necesidades del usuario y se despliegue sin errores.
  • Colaborar con el equipo de desarrollo para definir, redactar y probar integraciones entre diversas fuentes de datos y el sistema CRM.
  • Mantener familiaridad con las capacidades, limitaciones y mejores prácticas relacionadas con el sistema CRM y tenerlas en cuenta en las actividades diarias.
  • Preparar y mantener documentación técnica para sistemas, procesos y procedimientos de CRM de manera oportuna, clara y concisa.
  • Crear y mantener informes avanzados y tableros personalizados basados en diversos criterios para facilitar el compromiso personalizado con los clientes.
  • Conservar el diseño de la base de datos con un enfoque en la comprensión profunda de la integridad de los datos y la normalización de los mismos dentro del sistema CRM.
  • Colaborar con el ingeniero de sistemas para asegurar la disponibilidad y el rendimiento del sistema CRM.
  • Mantener y construir objetos personalizados, campos, diseños, reglas de validación, disparadores y flujos para el sistema CRM.
  • Realizar importaciones masivas de datos utilizando la API o herramientas de importación según lo solicitado por los usuarios comerciales.
  • Utilizar información basada en datos para mejorar las relaciones con los clientes y fomentar el éxito empresarial.
  • Comprender las tecnologías de CRM existentes y emergentes para impulsar las hojas de ruta de las aplicaciones que se alineen con la estrategia general de TI en apoyo a la estrategia de la empresa.
  • Analizar datos de clientes para identificar patrones y tendencias clave y optimizar las experiencias de los clientes.
  • Asistir a la empresa en el establecimiento y mantenimiento de la retención y lealtad del cliente.
  • Educar a los empleados sobre la funcionalidad del CRM.
  • Apoyar las actividades de gestión del cambio organizacional para empleados y departamentos funcionales de apoyo.
  • Realizar otros proyectos y responsabilidades según se asignen.
  • Demostrar iniciativa para identificar lo que necesita hacerse y hacerlo antes de ser solicitado o requerido por la situación.
  • Mantener un enfoque en cada empleado, cada cliente y cada punto de contacto.

Competencias y Habilidades

  • Amplio conocimiento práctico de sistemas CRM (Microsoft Dynamics 365) y herramientas de campaña.
  • Experiencia demostrada en la reingeniería de procesos empresariales.
  • Capacidad para trabajar con partes interesadas para identificar problemas comerciales y extraer requisitos comerciales en requisitos funcionales.
  • Colaborar estrechamente con terceros/socios para entregar soluciones requeridas.
  • Conocimiento práctico de una amplia gama de sistemas de TI.
  • Habilidades analíticas y de resolución de problemas.
  • Excelentes habilidades interpersonales, de comunicación y presentación.
  • Exhibir profesionalismo y diplomacia.
  • Experiencia con relaciones con clientes y proveedores.
  • Priorizar y planificar actividades laborales y utilizar el tiempo de manera eficiente.

Requisitos de Experiencia Laboral

  • Experiencia práctica en soporte de implementación de aplicaciones junto con la recopilación de requisitos comerciales.
  • Experiencia técnica práctica en administración y configuración de soluciones CRM (Microsoft Dynamics 365).
  • Experiencia laboral práctica con Microsoft Dynamics CRM.
  • De 5 a 7 años de experiencia laboral relacionada con implementaciones de CRM.
  • Se prefiere experiencia en el sector bancario.

Requisitos Educativos

  • Educación mínima: Licenciatura en Sistemas de Información Gerencial, Ciencias de la Computación, negocios o campo relacionado, o experiencia equivalente.
  • Experiencia mínima: Se requieren de 5 a 7 años de experiencia en CRM.
  • Campo de Especialización: TI y CRM.

Otros Requisitos

  • Puede ser necesario estar disponible por las noches y los fines de semana.


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