Customer Engagement Platforms Specialist (Sales CRM)

Daman - National Health Insurance Company; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

Daman - National Health Insurance Company is seeking a Customer Engagement Platform Specialist in Abu Dhabi to enhance customer relationships through effective CRM management. This role involves optimizing the CRM system, performing data analysis, and facilitating integrations with various platforms. Candidates should have over 5 years of CRM experience, technical expertise in systems like Salesforce, and strong analytical skills to drive efficiency and improve business operations.

Qualifications

• Over 5 years of experience in CRM administration.
• Strong analytical and technical skillset.
• Expertise in implementing and optimizing CRM systems.

Responsibilities

• Administer and optimize CRM systems to align with organizational goals.
• Perform data analysis and generate actionable insights through reports.
• Facilitate integrations with third-party applications and manage stakeholders' needs.

Skills

Communication

Data Analysis

CRM Configuration

Collaboration

Project Management

Education

Bachelor’s Degree in a relevant field

Tools

Salesforce

Microsoft Dynamics

SQL

HubSpot

Outreach

Job description

Role Purpose

We are seeking a highly skilled Customer Engagement Platform Specialist to optimize and maintain our Customer Relationship Management (CRM) system. This position will play as an enabler in strengthening customer relationships and driving sales and marketing strategies at Daman.

Key responsibilities include customizing our CRM platform to align with organizational needs, improving user experience, leveraging the system to support our strategic objectives, optimizing processes and ensuring data integrity.

1. CRM Administration and Optimization

• Provide system administration support for CRM systems, with a focus on user permissions, custom objects, and workflows, dashboards etc.
• Collaborate with technology and back-end stakeholders to create, manage, and optimize complex workflow rules, validation rules, approval processes and automation of routine tasks
• Ensure the sustainable and full usage of the CRM across the organization.
• Collaborate with Health Information Systems Team to establish a dedicated internal team or appoint an external vendor to drive the enhancements of the CRM system to meet the business need.

2. Data Analysis and Reporting

• Analyze data to generate insights into team operations, effectiveness, and overall productivity.
• Create and customize comprehensive sales, marketing, and executive reports from the CRM including dynamic dashboards Analyze reports to identify customer trends and actionable insights for the business.
• Establish workflows and standards for data entry to ensure consistency and accuracy.

3. Integration and Collaboration

• Facilitate seamless integrations with third-party applications, plugins, and other core systems, ensuring efficient data flow between platforms.
• Collaborate with various departments to capture and define business requirements for CRM implementation and enhancements and resolve any technical and functional issues
• Conduct regular meetings with key stakeholders to understand team needs and translate them into actionable CRM strategies.
• Continuously seek opportunities to innovate and enhance the existing CRM platform, leveraging emerging technologies and best practices to improve user experience and business processes

4. Training and Support

• Develop training manuals and conduct training sessions for staff on effective CRM usage.
• Troubleshoot user and software errors that hinder efficient technology interactions.
• Coordinate with the IT Support team for daily troubleshooting, bug fixing, and end-user support.
• Create and maintain comprehensive documentation on processes, policies, and application configurations.

Key Requirements and Qualifications

• Bachelor’s Degree with a strong analytical and technical foundation.
• Over 5 years of experience in CRM administration, particularly with platforms such as Salesforce and Microsoft Dynamics.
• Demonstrated expertise in administering and configuring CRM systems, including the management of custom objects, workflows, validation rules, and user permissions.
• Proficiency in automating business processes, creating reports and dashboards, and conducting data analysis.
• Experience collaborating with commercial, financial, and data teams.
• Excellent communication and collaboration skills.
• Knowledge of SQL and Workbench, and familiarity with integrated tools such as Outreach and HubSpot is preferred
• Experience in health and general insurance is preferred.
• Additional certifications in CRM platforms would be an asset.

Skills & Competencies

• Proactive with a strong understanding of business operations and objectives, demonstrating the ability to drive initiatives independently.
• In-depth knowledge of CRM systems and related technologies, with experience in managing integrations and customizations across various platforms.
• Strong background in data analysis, reporting, and deriving actionable insights to inform business strategies and improve productivity.
• Familiarity with project methodologies and proven experience in managing complex, multi-stakeholder projects effectively.
• Experience working in multi-disciplinary teams, multicultural environment with the ability to engage effectively with stakeholders from various departments.
• Willingness to adapt to changing priorities and work environments, demonstrating flexibility in problem-solving and project execution.