AMEA C4C System Administration

Overview

AMEA C4C System Administrator responsible for the overall management, maintenance and integration of the CRM system and related modules (Sales, Customer Service, Product/Marketing activities), working independently under close supervision and providing analytical and specialized administrative support.

What you'll do

• Attend and provide solutions to user problems as level 1 technical support and super user (login, bugs, fixes, new versions, onboarding, change in assignment, offboarding), and liaise with Onedesk and ISRM teams for level 2 and 3 issues.
• Perform troubleshooting, access management, and maintenance of the C4C AMEA webpage, processes and tools, and reporting.
• Communicate with the CRM team to develop a strong understanding of the performance KPI reports designed.
• Support business users by training them on report capabilities from data gathered by the CRM solution for integrated business analytics (opportunity funnel, campaigns, activities, etc.).
• Gather users' feedback and system development needs to ensure continual improvement of CRM capabilities beneficial to the business.
• Design, administer and analyze the annual CRM users' survey, devise a continuous improvement plan, and make recommendations to management.
• Oversee active use of the CRM system and related applications and ensure parameters for Sales, Customer Service and Product/Marketing activities are complete, maintained, and reflective of organizational direction.
• Conduct system and usage audits with users.
• Manage and ensure the quality of users', products' and customers' master data, as well as approval matrices in the system.
• Perform maintenance, not set-up (users in ERP and new users in C4C).
• Execute special or continuous research and data analysis tasks, analyze problems, compile and analyze data, and prepare reports and recommendations.
• Coordinate activities between departments and outside parties, and contact company personnel at all organizational levels to gather information.

What you'll need

• Graduate in Information Technology, or relevant systems and technology course (B.S or B.A. in business, marketing, accounting, computer science, etc.).
• 5+ years' experience.
• Proficient in oral and written English.

Nice to have

• Computer literacy (MS Office, programming).
• Data analytics (ideally Power BI).
• Knowledge of sales process, ERP and CRM fundamentals.
• Skills in ERP and CRM data flows, management and administration, project management, cross-functional communication, presentation, interpersonal, judgment/decision making, and problem solving.
• Background experience in a B2B environment.
• Good knowledge of SAP and C4C solutions.
• Attributes: positive attitude, internal customer focus, stress tolerance, initiative, strong work ethic, influencing, responsibility, dependability, flexibility, sense of urgency, team player.

Details

• Location: Pune, India.
• Direct line to the Global Director Commercial Excellence-CRM tools (based in EU).