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