CRM Senior Specialist

Zs Associates; Gurugram District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

ZS is 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 stakeholder management and team leadership. They will supervise a junior administrator and act as a liaison between business users and technical teams

Qualifications

• Bachelor's degree or equivalent work experience.

Responsibilities

• 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, security permissions, entities, fields, forms, views, and business rules.
• 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, and process adherence.
• 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 and data issues.
• Translate business needs into clear requirements for technical teams.
• Support troubleshooting across integrated systems and escalate 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.

Skills

CRM administration

Stakeholder management

Team leadership

Problem solving

Education

Bachelor's degree or equivalent work experience

Tools

Dynamics 365 Sales

Job description

ZS

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 Specialistin 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 escalates 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