Implementation Specialist

Roles and Responsibilities

• Lead smooth on-boarding of new clients and implement Ornate CRM.
• Configure Ornate CRM based on client-specific requirements (e.g., customer segmentation, campaign setup, loyalty programs).
• Deliver hands-on training sessions for client teams, including business owners,sales staff, and marketing teams.
• Monitor client adoption and usage during the first 90 days to ensure visible business benefits are realized.
• Act as a trusted advisor to jewellers by recommending CRM best practices that drive customer engagement and business growth.
• Troubleshoot user issues and coordinate with the internal support team for timely resolution.
• Proactively track customer health scores to identify early signs of drop-off or dissatisfaction.
• Build and maintain long-term client relationships through periodic reviews and strategic guidance to scale CRM usage.
• Gather client feedback and collaborate with product and management teams to drive continuous improvement.
• Embody the Customer Success Mindsetmeasuring success by helping jewellers achieve repeat sales, stronger customer loyalty, and sustainable growth through Ornate CRM.

Desired Candidate Profile

• Bachelors degree in Computer Science, IT, Commerce, or a related field.
• 13 years of experience in software implementation, CRM support, or retail technology (jewellery industry experience preferred).
• Freshers with strong aptitude and learning mind-set may also be considered.
• Prior experience in CRM/ERP implementation or customer success roles is an advantage.
• Willingness to travel PAN India for clients Success and Implementation.
• Excellent communication & training skills (ability to guide non-technical users).