SOFTWARE SPECIALIST (IMPLEMENTATION)

Job Summary

We are seeking a detail-oriented and customer-focused CRM Implementation Specialist to support the successful deployment of our CRM solutions for clients. This role is responsible for translating business requirements into system configurations, managing CRM implementation projects, and ensuring clients are onboarded smoothly and effectively.

Key Responsibilities

CRM Implementation & Configuration

• Lead end-to-end CRM implementations, including system setup, configuration, and deployment
• Analyse client business processes and gather functional requirements
• Configure CRM modules, workflows, user roles, permissions, fields, and automation rules
• Support data migration, system testing, and user acceptance testing (UAT)

Client Engagement & Training

• Act as the main implementation contact for clients post-sale
• Conduct system walkthroughs, training sessions, and user enablement workshops
• Provide clear documentation, user guides, and implementation notes
• Support go-live activities and post-implementation stabilisation

Project & Stakeholder Management

• Manage implementation timelines, milestones, and deliverables
• Coordinate with sales, product, and support teams to ensure alignment
• Identify risks, manage change requests, and escalate issues when necessary

Technical & Functional Support

• Perform basic troubleshooting and issue analysis during implementation
• Liaise with internal technical teams for customisation, integrations, or advanced configurations
• Support CRM integrations with third-party systems (e.g. email, accounting, ERP, HR systems)

Continuous Improvement

• Gather client feedback to improve implementation processes and best practices
• Contribute to internal knowledge base, templates, and implementation playbooks

Requirements & Qualifications

• Diploma or degree in Information Technology, Business Systems, or related field
• Proven experience in CRM implementation, system implementation, or business systems consulting
• Hands-on experience with CRM platforms (e.g. Salesforce, HubSpot, Zoho, Microsoft Dynamics, or similar)
• Strong understanding of business workflows, data structures, and system configuration
• Comfortable working with clients and managing multiple implementation projects
• Strong communication, documentation, and problem-solving skills