CRM Operations & Platform Implementation

Infinity learn; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Infinity Learn in Bengaluru (on-site) seeks an operations professional for CRM administration and platform implementation across LeadSquared, Knowlarity, Gupshup, and WebEngage. The role emphasizes troubleshooting, data-driven configuration, and cross-functional collaboration.

The incumbent will own CRM workflows, integrations, and vendor communications, building SOPs and BRDs. Strong Excel skills, API testing familiarity, and attention to detail are essential.

Qualifications

• 1–3 years of experience in CRM operations or platform administration.
• Hands-on experience with LeadSquared or equivalent CRM (Salesforce, HubSpot).
• Strong Excel and Google Sheets skills (lookup, pivots, data validation).
• Clear written communication for vendor emails and requirement docs.
• Structured, logic-driven thinker with process-rule discipline.
• High ownership and attention to detail; detects data mapping errors.

Responsibilities

• Own CRM configuration, including custom fields, stages, and users.
• Manage LSQ workflows: lead scoring, routing, and automated messaging.
• Troubleshoot CRM issues and coordinate with vendors for resolutions.
• Maintain platform integrations across LSQ, Knowlarity, and WebEngage.
• Document requirements, BRDs, and SOPs; liaise with BU heads and vendors.
• Monitor billing from messaging platforms and support campaigns in WebEngage.

Skills

CRM operations

LeadSquared

Excel

Communication

Attention to detail

Tools

Postman

JIRA Service Management

N8N

Zapier

Google Apps Script

Job description

Associate CRM Operations & Platform Implementation

Location: Bengaluru (On-site)

Experience: 13 Years

Business Unit: CRM & Product Operations

Working Days: Tuesday to Sunday

Weekly Off: Monday

About the Role

This is a hands-on, cross-functional role at the intersection of CRM administration, business analysis, sales operations, and platform implementation. Will own the configuration, integration, and day-to-day operations of CRM and similar platforms across multiple business units including LeadSquared, Knowlarity, Gupshup, WebEngage, and associated automation tooling. You will be the go-to person for keeping CRM workflows running, diagnosing integration failures, translating business requirements into platform configurations, and producing structured data for leadership decisions. The role demands equal comfort with technical problem-solving and stakeholder communication. Tech Stack & Platforms You will work directly on these platforms from day one:

Key Responsibilities

CRM Administration & Configuration

• Manage LeadSquared across multiple tenants — create and maintain custom fields, lead stages, activity types, permission templates, and user access.
• Build and maintain LSQ workflow automations including lead scoring, stage transitions, round-robin distribution, and trigger-based communications.
• Troubleshoot CRM issues raised by the sales floor: incorrect lead assignments, automation failures, activity logging errors, and access problems.
• Prompt resolutions with respect to maintaining CLI’s in telephony to avoid SPAM issues for Sales Team
• Own user lifecycle management (creation, deactivation, CLI assignment) and coordinate with vendors for provisioning changes.

Platform & Integration Operations

• Monitor and maintain integrations between LSQ, Knowlarity (progressive dialer, IVR), Tata Smartflo (CS routing), and messaging platforms (Gupshup, ValueFirst, WebEngage).
• Support progressive auto dialer operations — manage campaign configurations, diagnose call delivery failures (duplicate calls, agent coverage gaps, screen-pop delays), and coordinate vendor escalations with structured diagnostic data.
• Assist in IVR call routing implementations — document requirements, track open items, and act as the bridge between business teams and CRM/telephony vendors.
• Test and validate platform integrations using Postman; document API behaviours, error codes, and correct endpoint usage (e.g., LSQ Lead.CreateCapture vs Lead.Create).

Business Analysis & Requirements Management

• Gather, structure, and document business requirements before product or vendor handoff — covering functional scope, access controls, data privacy, integration specs, and risk considerations.
• Produce vendor-ready requirements documents, kickoff communications, and BRD review feedback; identify gaps and missing specifications proactively.
• Coordinate with BU heads, product managers, and external vendors across sales, CS, and operations functions.
• Build and maintain SOPs for CRM workflows, platform configurations, and integration processes.

Messaging & Communication Ops

• Process and reconcile monthly WhatsApp, SMS, Voice, BOT, and Converse invoices from Gupshup — map HSM line items to internal business unit accounts, validate charges, and prepare structured approval packages for BU heads.
• Support campaign setup and performance tracking on WebEngage — audience segmentation, lifecycle journeys, and trigger-based communication flows.

Automation & Process Improvement

• Identify repetitive, high-volume operational requests that are candidates for automation, flag patterns to senior stakeholders.
• Build lightweight automations in N8N, Zapier, or Google Apps Script — such as CLI assignment workflows, lead upload pipelines, and notification triggers.
• Maintain JIRA Service Management for support ticket tracking across WhatsApp and email channels; apply triage logic and route issues to the correct owner.

What We're Looking For Must Have

• 1–3 years of experience in CRM operations, sales operations, or platform administration (B2C / EdTech context preferred).
• Hands-on experience with LeadSquared or an equivalent CRM (Salesforce, HubSpot) — custom fields, workflows, user management, and reporting.
• Strong working knowledge of Excel and Google Sheets — lookup formulas, pivot tables, data validation, structured formatting.
• Clear written communication: comfortable drafting vendor emails, internal requirement documents, and escalation notes independently.
• Structured, logic-driven thinker who can internalize process rules and apply them consistently — especially under volume or ambiguity.
• High ownership and attention to detail; catches errors in calculations, totals, and data mappings proactively.

Good to Have

• Exposure to telephony platforms (Knowlarity, Tata Smartflo, or similar IVR / dialer systems).
• Experience with messaging / WhatsApp Business platforms (Gupshup, WebEngage, ValueFirst).
• Familiarity with API testing tools (Postman) and basic API concepts (REST, JSON payloads, authentication headers).
• Basic scripting experience — Google Apps Script, Python (Google Colab), or nocode automation (N8N, Zapier).
• Experience working with JIRA Service Management or equivalent ticketing systems.
• SQL or basic data querying exposure is a plus.