Job Overview
We are looking for a highly motivated and detail-oriented Senior Product Associate to manage and optimize our CRM and PBX (Telephony) platforms. This role is responsible for ensuring smooth day-to-day operations, workflow automation, lead and call flow management, user administration, reporting, vendor coordination, process documentation, and continuous system improvements.
The ideal candidate should have strong expertise in CRM platforms, telephony systems, workflow automation, business process analysis, and stakeholder management, with the ability to translate operational requirements into scalable system solutions.
Mandatory Requirement
- Hands-on experience with LeadSquared CRM is mandatory.
- Candidates without LeadSquared experience will not be considered.
Key ResponsibilitiesCRM & PBX Operations, Automation & Optimization
- Manage and maintain LeadSquared CRM and PBX (telephony) platforms to ensure high availability and operational efficiency.
- Configure and optimize CRM workflows, automation rules, lead assignments, user roles, permissions, and telephony integrations.
- Design, test, and implement automation processes to improve productivity and reduce manual intervention.
- Monitor system performance and proactively identify optimization opportunities.
- Coordinate system upgrades, feature releases, and platform enhancements.
User Support & Vendor Coordination
- Provide L1/L2 support for CRM and PBX-related issues.
- Troubleshoot workflow, reporting, telephony, and system-related issues.
- Coordinate with external vendors and support teams for issue resolution and enhancements.
- Track support tickets, escalations, and resolution timelines.
- Ensure timely communication and closure of user concerns.
Data Management & User Administration
- Manage CRM data quality, imports, exports, deduplication, and validation processes.
- Configure and monitor lead allocation logic and sales workflows.
- Manage PBX call routing, IVR structures, agent mapping, queues, and campaign configurations.
- Maintain user access controls, permissions, and group configurations.
- Ensure accurate mapping between CRM users and telephony agents.
Process Improvement & Documentation
- Create and maintain SOPs, process documentation, workflow diagrams, and system configuration records.
- Conduct user training sessions and prepare user guides and knowledge base articles.
- Drive adoption of new features and process improvements.
- Identify opportunities to streamline operational processes.
Cost Management & Product Research
- Conduct periodic audits of CRM licenses, PBX licenses, and telephony usage.
- Monitor vendor billing, subscriptions, and service utilization.
- Identify opportunities for cost optimization.
- Conduct market research on CRM, PBX, AI, and automation technologies.
- Recommend tools, features, and improvements that support business growth.
Reporting & Analytics
- Generate CRM, telephony, productivity, and operational performance reports.
- Analyze lead flow, conversion trends, call metrics, and system utilization data.
- Develop dashboards and reports for management review.
- Provide data-driven insights and recommendations.
Required Skills & QualificationsTechnical Skills
- Mandatory experience with LeadSquared CRM.
- Experience with PBX/Telephony platforms such as Ameyo, Exotel, Ozonetel, Knowlarity, MyOperator, or similar.
- Strong understanding of workflow automation, lead management, and telephony operations.
- Knowledge of APIs, webhooks, integrations, and system configurations.
- Advanced Excel/Google Sheets skills.
- Experience in reporting, dashboard creation, and data analysis.
Functional Skills
- Process mapping and optimization.
- Vendor management and stakeholder coordination.
- User training and change management.
- Documentation and SOP creation.
- Strong analytical and problem-solving skills.
Behavioral Competencies
- Strong ownership and accountability.
- Excellent communication and interpersonal skills.
- Collaborative team player.
- High attention to detail and process discipline.
- Ability to work independently and manage multiple priorities.
Preferred Experience
- 3+ years of experience in CRM administration, product operations, sales operations, or related roles.
- Experience managing both CRM and telephony platforms in a high-growth environment.
Job Types: Full-time, Permanent
Pay: ₹400,000.00 - ₹500,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
