CRM Senior Specialist

ZS; Gurugram District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

ZS is seeking an experienced Senior CRM Specialist to manage and optimize the Dynamics 365 Sales platform, overseeing day-to-day CRM operations, providing high‑quality user support, and ensuring strong data governance across the organization.

The ideal candidate combines hands-on Dynamics 365 administration with problem solving, stakeholder management, and the ability to supervise a junior administrator. This hybrid role calls for English fluency and a collaborative, client‑focused approach.

Qualifications

• Bachelor's degree or equivalent work experience.
• Typically 5–7+ years in CRM administration, operations, or support roles.
• Hands-on experience administering Dynamics 365 (Sales preferred).
• Strong knowledge of data models and relationships in RM contexts.
• Experience troubleshooting CRM issues and supporting end users.
• Familiarity with data quality monitoring, reporting, or dashboards.
• Experience with release management or testing coordination.
• Fluency in English and client-first mindset.
• Intense work ethic and collaborative problem-solving approach.

Responsibilities

• Manage the CRM support inbox, triage requests, and provide user guidance.
• Troubleshoot system issues and ensure high-quality user experiences.
• Administer Dynamics 365 Sales: users, roles, security, entities, fields, forms, views, rules.
• Configure basic workflows and automation (Power Automate / D365 workflows).
• Monitor system performance and reliability; participate in release activities.
• Drive data quality improvements: completeness, accuracy, deduplication.
• Define and enforce CRM governance standards and documentation.
• Coordinate with business and technical teams on integrations and data pipelines.
• Support onboarding, training, and coaching of a junior CRM administrator.
• Track requests across multiple workstreams and ensure timely resolution.

Skills

CRM administration

Stakeholder management

Team leadership

Problem solving

Client-first mentality

Collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft Dynamics 365 (Sales)

Power Platform (Power Apps, Power Automate, Power BI)

JavaScript

APIs / data pipelines

Plugins / low-code extensions

Job description

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you’ll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS.

Senior CRM Specialist

We are seeking an experienced Senior CRM Specialist to manage and optimize our Dynamics 365 Sales platform. This role owns day-to-day CRM operations, provides high-quality user support, and ensures strong data governance and process consistency across the organization.

The ideal candidate combines hands-on Dynamics 365 administration skills with strong problem-solving, stakeholder management, and team leadership capabilities. They will act as a key liaison between business users and technical teams, while supervising a junior administrator.

What you'll do: Senior CRM Specialist

in the Enterprise will…

• Manage the CRM support inbox and triage incoming requests
• Troubleshoot system issues, resolve user queries, and provide guidance on best practices
• Deliver timely, high-quality support with a strong focus on user experience
• Identify recurring issues and implement scalable solutions (e.g., FAQs, training materials, process updates)
• Administer Dynamics 365 Sales, including: Users, roles, and security permissions, Entities, fields, forms, views, and business rules, Basic workflow and automation configuration (Power Automate / D365 workflows)
• Monitor system performance and usage to ensure reliability and efficiency
• Support release management activities including testing, validation, and user communication
• Own data quality monitoring and drive improvements (e.g., completeness, accuracy, duplication)
• Define and enforce CRM governance standards, including: Field usage guidelines, Data ownership rules, Process adherence expectations
• Maintain audit-ready documentation covering processes, access, changes, and decisions
• Identify system gaps, inefficiencies, and user pain points
• Analyze issues, determine root causes, and design practical solutions
• Improve workflows, automation, and system design to enhance usability and adoption
• Serve as a liaison between business teams and technical teams for: Integration issues (e.g., marketing platforms, finance systems, external tools), Data sync and pipeline issues
• Translate business needs into clear requirements for technical teams
• Support troubleshooting across integrated systems and elevate where needed
• Build strong relationships with CRM users and key stakeholders
• Facilitate discussions to clarify needs and align on solutions
• Communicate system updates, changes, and known issues clearly and effectively
• Supervise and coach a junior CRM administrator
• Provide ongoing feedback, training, and support
• Support onboarding of new team members and CRM users
• Manage multiple workstreams including support requests, enhancements, and governance initiatives
• Track incoming requests, prioritize effectively, and ensure timely resolution
• Maintain visibility, accountability, and ownership across all work

What you’ll bring:

• Bachelor's degree or equivalent work experience
• Typically 5–7+ years of experience in CRM administration, operations, or support roles
• Hands-on experience administering Microsoft Dynamics 365 (Sales preferred)
• Strong working knowledge of:RM data models and relationships
• Experience troubleshooting CRM issues and supporting end users
• Familiarity with data quality monitoring, reporting, or dashboards
• Experience with: Power Platform (Power Apps, Power Automate, Power BI)CRM integrations (APIs, middleware, or data pipelines)Basic development concepts (e.g., JavaScript, plugins, low-code extensions)
• Experience with release management or testing coordination
• Fluency in English
• Client-first mentality
• Intense work ethic
• Collaborative spirit and problem-solving approach

How you’ll grow:

• Cross-functional skills development & custom learning pathways
• Milestone training programs aligned to career progression opportunities
• Internal mobility paths that empower growth via s-curves, individual contribution and role expansions

Perks & Benefits:

At ZS, your growth matters. We offer a comprehensive total rewards package that supports your health and well‑being, financial future, time away, and professional development. With robust skills‑building programs, multiple career progression paths, internal mobility, and a deeply collaborative culture, you’ll have the opportunity to do meaningful work, expand your capabilities, and thrive as part of a global community. For details on total rewards in India, visit ZS India office locations | Where we work | ZS.

Hybrid working model:

We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on‑site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face‑to‑face connections.

Travel:

Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client‑facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.

Considering applying?

At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems—the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. Learn more about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive.

If you’re eager to grow, contribute, and bring your unique self to our work, we encourage you to apply.

ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.

Candidates must possess or be able to obtain work authorization for their intended country of employment. An on‑line application, including a full set of transcripts (official or unofficial), is required to be considered.

NO AGENCY CALLS, PLEASE.

Find Out More At:

www.zs.com