In this dual-role position, you will be responsible for configuring, customizing, and maintaining our CRM system (KatiCRM.) to meet business needs, as well as developing and delivering training to end-users to ensure effective adoption and usage.

Key Responsibilities:

• CRM Configuration & Support:
• Configure CRM system settings, fields, workflows, dashboards, user roles, and access controls.
• Collaborate with stakeholders to gather and analyze business requirements.
• Customize CRM modules to align with business processes and best practices.
• Conduct system testing and troubleshoot technical issues or bugs.
• Coordinate with vendors or internal developers for advanced customization or integration tasks.
• Maintain system documentation, including change logs and configuration records.
• Training & User Support:
• Design, develop, and deliver comprehensive CRM training programs for users across departments.
• Create and share project training plan prior to the commencement of training
• Create and share a project training report at the end of the training
• Create user manuals, training materials, video tutorials, and job aids.
• Provide one-on-one and group training sessions, both in-person and virtually.
• Serve as the first point of contact for user support and guidance on CRM usage.
• Collect feedback from users and recommend improvements in system use or configuration.

Required Skills & Qualifications:

• Degree in Information Technology, Business, Computer Science or related field.
• Strong understanding of CRM processes (sales, marketing, service).
• Excellent communication and presentation skills.
• Ability to translate technical concepts into user-friendly language.
• Proficient in documentation and training content creation.

Preferred Qualifications:

• CRM certification (e.g., Salesforce Admin, Dynamics 365 Functional Consultant).
• Experience with data migration, reporting, or CRM integrations.
• Familiarity with change management and user adoption strategies.
• 2+ years of experience