CRM Consultant; Creatio

About this Position

Key to success in this position is a high level of experience implementing enterprise-class CRM platforms and an understanding of the value that CRM provides to sales, marketing, finance, operations and customer service teams. In this role, we will work with you to build upon your experience and abilities and expand your areas of influence and capabilities using Creatio. The best candidates for this position “start with the end in mind” and have the ability to understand what is important to their clients, what their core needs are, and the best functional solutions and methods to exceed their requirements, goals and achieve 100% user adoption.

A successful team member can understand the need, define the solution, and execute a program to make the solution a reality.

• Conduct analysis of client business processes and define functional requirements. Map these objectives to Creatio’s capabilities and toolsets. Prepare appropriate documentation to communicate and validate designs with client stakeholders.
• Help clients validate and evaluate options and prioritize potential scope based on what your client values and needs most.
• Collaborate with team members to align on and validate project scope and the effort required to successfully implement that scope.
• Ensure all project documentation and artifact requirements are accessible and completed timely.
• Lead project execution from start to finish for your assigned project team.
• Manage project scope, plan, and budget effectively to maintain control, ensure results and manage risk.
• Document all project requirements as needed (user stories, system element utilization, development efforts above and beyond standard system functionality, etc.) in department‑approved formats, allowing for active customer participation in the project’s deliverables and setting clear expectations on those deliverables.
• Configure core system elements using out‑of‑the‑box tools for elements such as data model setup, reporting, analytics and workflow configuration. Note, this is not a “programmatic” or developer role, but the ability to use native application tools to build out a final solution is key. You will be hands‑on during the implementation process.
• Lead and manage user acceptance testing cycles and conduct end‑user training sessions.
• Successfully anticipate, identify and resolve issues and concerns both internally and externally to proactively ensure customer satisfaction. Professionally and proactively handle problems and/or conflict to resolution and elevate internally where appropriate.
• Ensure client needs continue to be met throughout the customer’s lifecycle to include support requests, additional projects, etc. These needs may be ad‑hoc or through a structured care and maintenance program.

• Bachelor’s degree in computer science, information technology, quality assurance, or equivalent, required. Relevant work experience will be considered as an equivalent for candidates whose academic background is not in these areas.
• 5 or more years implementing CRM solutions and projects. 2+ years should be in a client‑facing role where you defined the functional solution to be implemented.
• Demonstrable experience with an enterprise‑class CRM solution such as those listed above. Experience with Creatio, Dynamics 365 Sales, or Sage CRM is preferred, but other relevant experience will be considered.
• Certifications in any of these platforms is a strong plus and differentiator.
• Experience with digital marketing solutions tied to CRM is also a strong plus.
• A strong understanding and demonstrable skill set with managing project scope, analysis & requirements definition, as well task definition within a project plan. Experience leading projects using waterfall or agile methodology are both equally relevant and desired.
• Experience in a consulting or professional services organization is required.
• Strong business expertise, keen understanding of CRM solutions for business needs, and an ability to align functional solutions to an organization’s needs.
• Experience leading requirements definition and design sessions through use of interviews, surveys,…