CRM Technical Analyst, Sales Operations

Business Unit:Global Distribution Operations

Reporting To:Manager, Sales Operations

Shift:EMEA/UK (1:30 pm – 10:30 pm IST) (India)About Russell Investments, Mumbai: 

Russell Investments is a leading outsourced financial partner and global investment solutions firm providing a wide range of investment capabilities to institutional investors, financial intermediaries, and individual investors around the world. Building on an 88-year legacy of continuous innovation to deliver exceptional value to clients, Russell Investments works every day to improve the financial security of its clients. The firm has over $1 trillion in assets under advisement (as of December 31, 2023) and $302.7 billion in assets under management (as of March 31, 2024). Headquartered in Seattle, Washington in the United States, Russell Investments has offices around the world, including London, New York, Toronto, Sydney, Tokyo, Shanghai, and Mumbai.

Joining the Mumbai office is an incredible opportunity to work closely with global stakeholders to support the technology and infrastructure that drives the investment and trading processes of a globally recognized asset management firm. Be part of the team based out of Goregaon (East) and contribute to the foundation and culture of the firm’s growing operations in India. The Mumbai office operates with varying shifts to accommodate time zones around the world.

For more information, please visit https://www.russellinvestments.com.

Job Description:

The Sales Operations CRM Technical Analyst will play a critical role in maintaining, optimizing, and enhancing our CRM platform and other global sales technology tools to support the sales organization's objectives. The primary responsibility of this role is to provide technical support and expertise related to Microsoft Dynamics 365 CRM, with a focus on troubleshooting bugs and resolving issues identified by internal stakeholders. The ideal candidate will possess excellent analytical and problem-solving skills, along with a deep understanding of CRM systems and processes in addition to having strong written and verbal communication skills.

Years of Experience

• Minimum of 3 years of experience in similar roles, with a focus on Microsoft Dynamics 365.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, or related field.

Responsibilities

• Utilize in-depth knowledge of Microsoft Dynamics 365 CRM functions to troubleshoot and resolve bugs or issues reported by internal stakeholders.
• Work closely with sales operations teams to understand the nature of reported issues and gather relevant information for investigation.
• Analyze CRM data and system configurations to identify root causes of problems and propose effective solutions.
• Collaborate with cross-functional teams, including IT, sales, and customer support, to address technical challenges and implement fixes.
• Document troubleshooting steps, resolutions, and workarounds for future reference and knowledge sharing.
• Work closely with the Sales Operations Manager and CRM Product Owner to identify pain points and propose solutions to enhance CRM functionality and usability for stakeholders.
• Have a thorough understanding of customizations, plugins, workflows, and integrations within Microsoft Dynamics 365 to automate tasks and streamline sales operations.
• Conduct regular audits of CRM data to ensure accuracy, completeness, and data integrity, identifying and resolving issues as needed.
• Provide technical support and troubleshooting assistance to end-users, resolving system issues, errors, and performance problems in a timely manner.
• Along with the CRM Product Owner, stay up-to-date on the latest developments and best practices in CRM technology, particularly within the Microsoft Dynamics 365 ecosystem, and proactively identify opportunities for improvement.
• Act as a liaison between the Sales Operations team and IT, communicating business requirements, technical specifications, and project updates effectively.

Candidate Requirements

• Strong understanding of CRM principles, practices, and methodologies, with hands-on experience in CRM implementation and customization.
• Proficiency in Microsoft Dynamics 365 configuration, administration, and customization tools.
• Exposure and skills to work with key productivity tools – Microsoft Dynamics 365, SQL, Jira, Confluence, etc.
• Excellent communication skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Proven track record of leading cross-functional teams and driving successful CRM initiatives from concept to delivery.
• Analytical mindset with a keen attention to detail and the ability to translate complex business requirements into technical solutions.
• Experience with agile project management methodologies, including Scrum or Kanban.
• Certifications in Microsoft Dynamics 365 or related CRM technologies are a plus.
• Strong problem-solving skills and a proactive approach to identifying and addressing issues.
• Ability to thrive in a fast-paced, dynamic environment with shifting priorities and tight deadlines.

Core Values

• Strong interpersonal, oral, and written communication and collaboration skills with all levels of management
• Strong organizational skills including the ability to adapt to shifting priorities and meet frequent deadlines,
• Demonstrated proactive approach to problem-solving with strong judgment and decision-making capability.
• Highly resourceful and collaborative team-player, with the ability to also be independently effective and exude initiative and a sense of urgency.
• Exemplifies our customer-focused, action-oriented, results-driven culture.
• Forward looking thinker, who actively seeks opportunities, has a desire for continuous learning, and proposes solutions.
• Ability to act with discretion and maintain complete confidentiality.
• Dedicated to the firm’s values of non-negotiable integrity, valuing our people, exceeding client expectations, and embracing intellectual curiosity and rigor.