CRM Support Specialist

Job Description

1. Business Partnership and Stakeholder Management

• Act as the primary liaison between APAC business users and the global technology team, ensuring effective communication and alignment of business and technical objectives.
• Collaborate regularly with US-based technology teams and project stakeholders, participating in meetings across different time zones and supporting activities outside standard Singapore business hours when required.
• Gather stakeholder feedback and proactively identify opportunities to improve business processes, system functionality, data integrity, and overall user experience.

1. Business Analysis and Requirements Management

• Partner with the CTO, Product, Development, QA, and business stakeholders to gather, define, and translate business requirements into functional enhancements and system improvements.
• Provide recommendations and feedback on CRM enhancements from an end-user perspective, ensuring solutions meet operational needs and deliver positive user experience.
• Represent APAC business users during system enhancement discussions and ensure regional requirements are considered in solution design.

1. CRM Projects and Change Management

• Support regional and global CRM initiatives, including system rollouts, upgrades, deployments, and enhancement projects.
• Assist in coordinating project activities, user communications, and change management efforts to support successful CRM adoption.
• Participate in testing, release, and post-implementation activities to ensure smooth deployment of system changes. Communicate improvement recommendations to Product and Development teams.

1. Testing, Quality Assurance and Issue Resolution

• Review release candidates, identify and document defects, track issues through resolution, and work closely with Product, Development, and QA teams to validate fixes.
• Coordinate and support User Acceptance Testing (UAT) activities to ensure enhancements meet business requirements and quality standards.
• Monitor and escalate system-related issues, working with relevant teams to ensure timely resolution.

1. CRM Administration and Continuous Improvement

• Assist with CRM administration activities, including data validation, system configuration, monitoring application performance, and troubleshooting system issues.
• Support initiatives to improve data quality, application performance, and reduce technical debt within the CRM environment.
• Identify opportunities to optimize system usage, user experience, and operational efficiency across APAC.

Job Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related discipline.
• 3 to 5 years of experience in CRM support, business systems analysis, application support, software testing, UAT, or related functions.
• Experience supporting CRM platforms such as Microsoft Dynamics 365, Salesforce, HubSpot, Zoho CRM, or similar systems.
• Experience working with business stakeholders to gather, document, and manage user requirements.
• Basic to intermediate SQL knowledge for data validation, troubleshooting, and reporting.
• Experience preparing and executing test cases, managing defects, and coordinating UAT activities.
• Strong communication, stakeholder management, and problem-solving skills.
• Comfortable working with both business users and technical teams in a regional and global environment.
• Willingness to participate in meetings across different time zones and support project activities outside regular business hours when required.

Additional Notes

Due to business requirements, this role may occasionally involve attending meetings outside regular working hours.

Skills