CRM Business Analyst: Drive Adoption & Process Excellence

avacone Switzerland; Basel; On-site; CHF 90,000 - 130,000; Full time

Job summary

avacone Switzerland is seeking a CRM Business Analyst to help optimize our CRM platform. You will partner with business stakeholders and technical teams to translate needs into clear requirements, map processes, and define acceptance criteria for delivery.

You will support initiatives from discovery through rollout, measure impact on adoption, data quality, and efficiency, and help teams validate changes with tested results and smooth user adoption across Sales, Marketing and Service.

Qualifications

• Experience as a Business Analyst on CRM implementations or improvements.
• Hands-on experience with at least one CRM platform (Salesforce, Dynamics 365 or HubSpot).
• Ability to facilitate workshops, map processes, and write clear requirements with testable acceptance criteria.
• Understanding of CRM data models and customer lifecycle (accounts, contacts, leads, opportunities, cases).

Responsibilities

• Lead stakeholder interviews and workshops with Sales, Marketing, Customer Service, and IT.
• Map current and future CRM workflows and identify bottlenecks and data quality gaps.
• Translate business needs into process maps, rules, user stories, and acceptance criteria.
• Collaborate with product owners and engineering to refine backlog and clarify requirements.
• Define reporting needs and success measures for CRM improvements (adoption, conversions, case resolution).
• Plan and coordinate user acceptance testing (UAT) and verify delivery against requirements.
• Support rollouts with training materials and stakeholder communication.

Skills

CRM

Stakeholder interviews

Workshop facilitation

Requirements writing

UAT coordination

Education

Business analysis certification

Tools

Salesforce

Microsoft Dynamics 365

HubSpot

Job description

avacone Switzerland is seeking a CRM Business Analyst to help optimize our CRM platform. You will partner with business stakeholders and technical teams to translate needs into clear requirements, map processes, and define acceptance criteria for delivery.

You will support initiatives from discovery through rollout, measure impact on adoption, data quality, and efficiency, and help teams validate changes with tested results and smooth user adoption across Sales, Marketing and Service.