CRM/DMS Consultant

Description

Key Responsibilities :

• Manage end-to-end Sales, Service, Warranty, and Spares workflows in CRM.
• Configure and support CRM modules related to customer lifecycle, dealer interactions, and business operations.
• Maintain and enhance CRM processes, ensuring alignment with organizational business rules.
• Support and optimize processes related to Billing, Invoicing, Retail B2C, and order management.
• Work closely with Finance and Sales teams to ensure seamless O2C workflows.
• Troubleshoot O2C issues and recommend system/process improvements.
• Implement and support integrations with Tally and other dealer systems.
• Manage real-time or batch data synchronization between CRM and DMS platforms.
• Collaborate with technical teams to validate interface specifications, API payloads, and data mapping.
• Work with REST APIs for data exchange between CRM and external systems.
• Analyze, develop, and validate BI Reports for business insights and operational tracking.
• Create detailed test cases, perform UAT coordination, and ensure quality deliverables.
• Maintain CRM master data including products, customers, pricing, warranties, and dealer information.
• Configure and manage organizational hierarchies and operational workflows.
• Ensure clean data governance and version control.
• Act as a liaison between business teams, dealers, and IT.
• Conduct detailed requirement gathering and prepare functional specifications.
• Document AS-IS and TO-BE processes, specifications, and user training materials.
• Handle L2/L3 support tickets and ensure timely resolution.
• Perform root cause analysis and propose preventive measures.
• Track and report issue trends, ensuring long-term system stability.
  

Required Skills & Qualifications

• 5- 6 years of experience in CRM and Dealer Management Systems.
• Strong knowledge of Sales, Service, Warranty, and Spares operations.
• Hands-on experience in O2C processes, including Billing & Retail B2C.
• Experience with DMS integrations (Tally or equivalent dealer systems).
• Familiarity with REST APIs, BI Reporting tools, and test case preparation.
• Good understanding of Master Data and organizational structures.
• Strong analytical, communication, and documentation skills.
• Experience in Incident Management and business requirement analysis