Senior Crm Analyst

Job Title: Senior CRM Administrator (Salesforce & Zoho)
Department: Information Technology / Digital Transformation
Location: Bengaluru
Experience: 5 To 8 Years

Role Summary
Gopalan Enterprises is seeking an experienced Senior CRM Administrator to own the administration, implementation, enhancement, integration and performance of Salesforce and Zoho CRM platforms. The role requires end-to-end software delivery, coordination with business teams, implementation partners and developers, with a strong understanding of application architecture, algorithms, workflows, APIs, integrations and full-stack development concepts.
Key Responsibilities

• Lead end-to-end implementation and administration of Salesforce and Zoho CRM.
• Manage software delivery from business requirement gathering through deployment and post-go-live support.
• Coordinate with business users, vendors, implementation partners and developers.
• Configure workflows, approval processes, automation, dashboards, reports, validation rules and security.
• Understand and review application architecture, algorithms, business logic and technical solutions.
• Work closely with Full Stack Developers to review custom developments, APIs, integrations and deployments.
• Possess a good understanding of front-end, back-end, databases, REST APIs and software development lifecycle (SDLC).
• Monitor CRM performance, scalability, availability and recommend optimizations.
• Manage integrations with ERP, telephony, WhatsApp, websites, email platforms and third-party applications.
• Perform UAT, release management, production deployments and change management.
• Ensure data quality, governance, backup, security and user access management.
• Prepare BRDs, FRDs, SOPs and user documentation; train end users.
• Troubleshoot issues and ensure SLA adherence from implementation partners.
• Drive continuous process improvement and digital transformation initiatives.

Required Skills

• Minimum 2 years of hands-on Salesforce implementation and administration.
• Minimum 2 years of hands-on Zoho CRM implementation and administration.
• Strong understanding of CRM architecture, APIs, integrations and automation.
• Working knowledge of Salesforce Flows, Apex concepts, SOQL, Lightning and Zoho Creator/Deluge is preferred.
• Understanding of Full Stack Development concepts including front-end, back-end, databases, APIs and deployments.
• Ability to understand code, technical documentation and software algorithms.
• Excellent analytical, documentation, stakeholder and vendor management skills.

Educational Qualification

• B.E. / B.Tech in Computer Science Engineering (CSE), Information Science & Engineering (ISE), Information Technology (IT) or Electronics & Communication Engineering (ECE).
• MCA is an added advantage.
• Salesforce and Zoho certifications are preferred.