CRM Operations & Platform Implementation

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.