CRM Business Analyst

About the Role

We are looking for a CRM Business Analyst with strong expertise in sales pipelines and B2B partner management to join our team. This role will play a critical part in optimizing how we engage with enterprise customers and partners, ensuring our CRM platform supports scalable sales processes and business growth.

The ideal candidate brings proven CRM experience within software development or technology companies, understands the dynamics of B2B relationships, and can translate business needs into actionable CRM solutions.

What you will be doing

• Partner with sales, marketing, customer experience, order processing and product teams to gather and analyze requirements for CRM/Sales process automations and enhancements.
• Design, propose and optimize sales pipeline processes, from lead generation through deal closure and post-sale activities.
• Analyze and design implementation strategy for Service Cloud and Professional Services Automation (PSA) tool, focusing on Case Management, agent efficiency, PS project tracking and the overall Customer Experience (CX).
• Serve as a trusted advisor to business stakeholders, aligning CRM solutions with business goals and customer engagement strategies.
• Lead discovery workshops, document user stories, and define functional requirements for CRM projects.
• Collaborate with technical teams to deliver and validate CRM customizations, integrations, and automations.
• Provide training, adoption strategies, and ongoing support to sales and partner-facing teams.
• Monitor CRM usage and KPIs, offering insights and recommendations for continuous improvement.

What we need from you

• Bachelor’s degree in Business major, Information Systems, or a related field.
• 5+ years of business analysis experience, with at least 3 years in CRM-focused roles (SugarCRM, Salesforce, Dynamics 365, or similar).
• Excellent English communication (IELTS 7.5 or above), stakeholder management, and presentation skills.
• Strong knowledge of B2B sales cycles, partner management, and sales pipeline tracking.
• Analytical mindset with the ability to provide data-driven insights, particularly in measuring Sales Velocity and Case Resolution Times/SLA compliance. Experienced in using data analytics tools.

It would be nice if you had

• Good understanding of Service Management system like ServiceNow, ZenDesk, Service Cloud, Sugar Serve, etc. ITIL certification is a plus.
• Experience in implementing AI in CRM, such as AI chatbots, AI-generated insights and summaries, support agent coaching/assistant tools.
• Experience working with or within software development / technology companies.
• CRM certifications (e.g., SugarCRM, Salesforce, Dynamics) are a plus.