AMEA C4C System Administration

vwr; Pune District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Avantor seeks an AMEA C4C System Administrator to manage the CRM system and related modules (Sales, Customer Service, Product/Marketing activities...).

The ideal candidate has 5+ years in IT or business systems, strong knowledge of Power BI, SAP and C4C, and excellent cross-functional communication. English fluency and a proactive, customer-focused mindset are essential to support global teams from Pune, India.

Qualifications

• Graduate in Information Technology, or relevant systems and technology course.
• Minimum 5 years' experience.
• Knowledge of MS Office, programming, data analytics (Power BI), sales processes, ERP and CRM fundamentals.
• Preferably with SAP and C4C experience in a B2B environment.

Responsibilities

• LEVEL 1 SUPPORT TO USERS: provide login, bug fixes, onboarding and liaise with ISRM for higher-level issues.
• PERFORMANCE REPORTING: develop KPI reports and train users on CRM analytics.
• SYSTEM ENHANCEMENT: gather feedback, design improvements, and conduct CRM user surveys.
• USER TRAINING & ADOPTION: ensure CRM usage across Sales, CS and Marketing with audits.
• MASTER DATA/APPROVAL MATRIX: maintain data quality and user/Product/Customer records.
• REPORTING: communicate with Global Director Commercial Excellence-CRM tools.

Skills

Cross-functional communication

Presentation skills

Problem solving

Team player

Decision making

Education

Bachelor's degree in IT or related field

Tools

Power BI

SAP

C4C

MS Office

Job description

The Opportunity

Avantor is seeking an AMEA C4C System Administrator. The associate should work independently under close supervision, provides analytical and specialized administrative support to relieve executive, administrative, and line and staff managers of complex details and advanced administrative duties. Executes special or continuous research and data analysis tasks. Analyzes problems, determines approach, compiles and analyzes data, and prepares reports/recommendations. Coordinates activities between departments and outside parties. Contacts company personnel at all organizational levels to gather information and prepare reports. Work is generally of a critical or confidential nature.

What we're looking for

Education: Graduate in Information Technology, or relevant systems and technology course (B.S or B.A. in business, marketing, accounting, computer science, etc...)

Experience: 5+ years' experience

Preferred Skills

Knowledge: Computer literacy (MS office, programming), data analytics (ideally Power BI), sales process, ERP and CRM fundamentals

Skills: ERP and CRM data flows, management and administration, project management, cross-functional communication, presentation, interpersonal, judgment/decision, problem solving, Proficient in oral & written English

Preferably with background experience in a B2B environment, and ideally with a good knowledge of SAP and C4C solutions

Attributes: Positive attitude, internal customer focused, stress tolerance, initiative, strong work ethic, influencing, responsible, dependable, flexible, sense of urgency, team player.

Main Objective of the Job

Responsible for the overall management, maintenance and integration of the CRM System and related modules (Sales, Customer Service, Product/Marketing activities...)

Duties and Responsibilities

LEVEL 1 SUPPORT TO USERS

Attends and provides solution to user problems (level 1 technical support as super user): login, bugs, fixes, new versions, onboarding, change in assignment, offboarding) and liaise with Onedesk and ISRM teams for resolution of level 2 and 3 issues. Troubleshooting, access management, maintenance of C4C AMEA webpage, processes and tools, reporting

PERFORMANCE REPORTING

Communicate with CRM team to develop a strong understanding of the performance KPI reports designed. Support the business users by training them on the reports capabilities from the data gathered by the CRM solution for integrated Business Analytics (opportunity funnel, campaigns, activities, etc...).

SYSTEM ENHANCEMENT

Responsible for gathering users' feedback and system development needs, to ensure the continual improvement of necessary CRM capabilities that are beneficial to the business. Design, administer and analyze the annual CRM users' survey, devise continuous improvement plan, and make recommendations to the management

USER TRAINING & ADOPTION

Oversees the active use of the CRM system and related applications and ensure that all parameters for Sales, Customer Service and Product/Marketing teams activities are complete, maintained, and reflective of the overall direction of the organization. Conducts system and usage audits with users

MASTER DATA/APPROVAL MATRIX

Manages and ensures the quality of the users', products' and customers' master data, as well as approval matrices in the system. Maintenance not set-up (users in ERP and new users in C4C)

REPORTING

Direct line to the Global Director Commercial Excellence-CRM tools (based in EU)

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world.

EEO Statement

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious