CRM Business Analyst

Avacone; Basel; Presencial; CHF 90 000 - 150 000; Tempo integral

Resumo da oferta

Avacone seeks a CRM Business Analyst to help maximize value from our CRM platform in Basel. You will partner with business stakeholders and technical teams to understand usage, identify friction, and translate needs into clear requirements.

You will support initiatives from discovery through rollout, validate changes in practice, and measure impact on adoption, data quality, and process efficiency across Sales, Marketing, and Service.

Qualificações

• Experience as a Business Analyst on CRM implementations or improvements.
• Hands-on with at least one CRM platform (Salesforce, Dynamics 365, or HubSpot).
• Ability to facilitate workshops and write testable requirements.
• Understanding of customer lifecycle and core CRM records (accounts, contacts, leads, opportunities, cases).
• Experience coordinating UAT with business users.
• Strong English written and verbal communication.

Responsabilidades

• Lead stakeholder interviews and workshops with Sales, Marketing, Customer Service, and IT.
• Map current and future CRM workflows and identify bottlenecks, manual work, and data gaps.
• Translate business needs into process maps, business rules, user stories, and testable acceptance criteria.
• Partner with product owners, CRM admins, and engineering teams to refine backlog and clarify requirements.
• Define reporting needs and success measures for CRM improvements, such as adoption, lead conversion, and data completeness.
• Plan and coordinate user acceptance testing (UAT), document defects, and verify delivered changes meet requirements.
• Support rollouts through process documentation, training materials, and stakeholder communication.

Conhecimentos

CRM implementations

Workshop facilitation

Requirements writing

Cross-functional collaboration

UAT planning

English communication

Data quality analysis

Formação académica

Business analysis certification

Ferramentas

Salesforce

Dynamics 365

HubSpot

Power BI

Tableau

Descrição da oferta de emprego

About the Role

We are looking for a CRM Business Analyst to help our teams get more value from our CRM platform. You will work with business stakeholders and technical teams to understand how people use the CRM, identify where processes or data create friction, and translate business needs into clear requirements.

You will support initiatives from discovery through rollout, helping teams validate that changes work in practice and measuring their impact on adoption, process efficiency, and data quality.

Key Responsibilities

• Lead stakeholder interviews and workshops with Sales, Marketing, Customer Service, and IT to understand business needs and agree on priorities.
• Map current and future CRM workflows, such as lead qualification, opportunity management, and customer service case handling. Identify bottlenecks, manual work, and gaps in ownership or data quality.
• Translate business needs into process maps, business rules, user stories, and testable acceptance criteria. Document reporting, integration, and data requirements where relevant.
• Partner with product owners, CRM administrators, and engineering teams to refine the backlog, assess trade-offs, and clarify requirements throughout delivery.
• Define reporting needs and success measures for CRM improvements, such as user adoption, lead conversion, case resolution time, and data completeness.
• Plan and coordinate user acceptance testing (UAT), document defects, and verify that delivered changes meet agreed requirements.
• Support rollouts through process documentation, training materials, and stakeholder communication. Gather user feedback and identify follow-up improvements.

Required Qualifications

• Experience as a Business Analyst on CRM implementations, enhancements, or process improvement initiatives.
• Hands-on experience with at least one CRM platform, such as Salesforce, Microsoft Dynamics 365, or HubSpot.
• Demonstrated ability to facilitate workshops, map business processes, and write clear requirements with testable acceptance criteria.
• Understanding of customer lifecycle processes and core CRM records, including accounts, contacts, leads, opportunities, and service cases.
• Experience working with cross-functional delivery teams and coordinating UAT with business users.
• Ability to analyze CRM data, identify data quality issues, and define reporting requirements.
• Strong written and verbal communication skills in English, with the ability to explain requirements and trade-offs to business and technical audiences.

Preferred Qualifications

• Experience with CRM integrations, data migration, or data governance.
• Familiarity with SQL or business intelligence tools such as Power BI or Tableau.
• Experience supporting CRM adoption, user training, or change management.
• A relevant CRM platform or business analysis certification.