CRM Solution Analyst (with French)

Job description

department

IT

Partners with clients by advising

them how to use information technology in order to meet their business

objectives or overcome problems.

Continuously improve the structure and efficiency of

existing CRM systems by analyzing customer needs & requests.  Performs implementation cost analysis for new

features.

Responsibilities :

·  analyzes CRM requirements and gives independent and objective

advice on the use of CRM
·  analyzes customer's needs, prepare small business case,

estimate cost of implementation of new features, and reusability of new

features, communicates and presents solutions in to the customer
·  performs low level 

change-management activities
·  light customization, tests and monitors basic functionalities
·  investigates

and solves customers' problems, which may be complex or long-standing problems,

and handling customer complaints or any major incidents; ensure that end-users

have no longer questions after the incidents are closed.
·  improves

customer service procedures, policies and standards for your organization or

department
·  contributes with proactive ideas to the

evolution of the CRM and/or BI portfolio
·  organizes trainings for users / clients
·  make data quality checks in CRM solutions,

report errors and provides solutions for data quality improvement
·  reviews the existing business procedures,

design documentation, interface documentation and makes updates
·  makes recommendations on CRM projects

overall performance in order to meet the agreed SLA and to improve usage
·  transfer project knowledge to main point

of contacts in the agreed time frame
·  performs audit and survey sessions
·  validation of demands from Web services
·  contributes to the CRM tools customization

(light parametrization)
·  support projects deployment teams in

particular on the following streams:
·  check

business processes and procedures and make sure they are correctly

applied within the CRM systems
·  capitalizes

and provides full documentation, master files and methods to reach the

best data quality for all countries and all the relevant needs
·  performs

data quality on the deliveries received from the providers and plans the

integration of the related files

Specific Competencies :

·  customer oriented
·  proactivity in presenting solutions to the

customer
·  negotiation and

investigation skills
·  excellent communication skills
·  presentation skills
·  accuracy in keeping

documents and correspondence up to date
·  autonomy

Professional Know-How :

·  previous experience in working with CRM

& BI solutions
·  previous experience in Microsoft Dynamics

CRM or other CRM tool would be a plus
·  fluent in French and English: mandatory
·  MS Office knowledge: advanced level

Education or

equivalent experience:

·  University degree in Cybernetics, Economics, Telecommunication, etc

Thank you for applying!

contract

Regular