Entry - level role supporting effective customer success plans and fostering strong customer relationships at Ideagen. Collaborate with cross - functional teams for onboarding and retention activities.
About the role
- Leading CRM platform management at ooba to enhance customer engagement, sales, and operational efficiency. Focusing on process design, data integrity, and user adoption.
Responsibilities
- Own the Zoho CRM platform as a business-critical system across multiple business units
- Define and maintain a clear CRM roadmap aligned to business priorities
- Ensure consistent platform design across different use cases and teams
- Act as the primary decision point for CRM structure, usage, and evolution
- Design and optimise end-to-end customer journeys across the sales and servicing lifecycle
- Define stages, statuses, SLAs, and handoffs aligned to operational reality
- Ensure processes are practical, scalable, and measurable
- Continuously refine processes based on performance and feedback
- Own the CRM data model, including leads, accounts, opportunities, and service interactions
- Ensure data integrity, consistency, and minimal duplication
- Align CRM data structures with reporting and analytics requirements
- Work with data and BI teams to support accurate and actionable reporting
- Define and oversee workflow automation, routing logic, and business rules
- Ensure automation supports — rather than replaces — effective decision-making
- Improve operational efficiency through targeted, practical automation
- Balance flexibility with control in process execution
- Define CRM integration requirements with internal systems and partner platforms
- Work with engineering teams to ensure reliable system interactions
- Ensure CRM operates effectively within the broader ecosystem (e.g. OPS, portals, partner channels)
- Guide decisions on system-of-record versus system-of-engagement roles
- Act as the primary interface between operations, product, and technology teams
- Facilitate structured decision-making across business units
- Translate business requirements into clear, implementable CRM capabilities
- Ensure alignment between platform design and operational needs
- Drive adoption across all CRM user groups through structured enablement
- Define training, onboarding, and usage standards
- Monitor usage, data quality, and adherence to defined processes
- Establish and maintain governance around CRM usage and changes
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Marketing, or Business Administration.
- Advanced CRM certifications (e.g., Zoho Certified Advanced Administrator, Microsoft Certified Dynamics 365 Functional Consultant) are highly desirable.
- Strong structured thinking and process orientation
- Ownership mindset with a focus on business outcomes
- Ability to influence across business and technology teams
- Comfortable making decisions in complex, multi-stakeholder environments
- Clear and effective communication at both operational and executive levels
- Pragmatic approach to balancing ideal design with real-world constraints
Job title
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