Description
We are seeking a seasoned Senior Business Analyst with deep expertise in CRM platforms to drive business process optimization, data-driven decision-making, and customer lifecycle improvements.
The ideal candidate will bring strong analytical skills, stakeholder management experience, and a solid understanding of CRM systems, preferably within the education or edtech ecosystem.
Key Responsibilities
CRM & Business Analysis :
- Lead end-to-end business analysis for CRM initiatives, including requirements gathering, process mapping, solution design, and implementation support
- Act as the functional expert for CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot, Zoho, or similar)
- Translate business needs into functional specifications, user stories, and acceptance criteria
- Partner with technical teams to ensure CRM configurations align with business objectives.
Stakeholder & Process Management
- Collaborate with senior stakeholders across Sales, Marketing, Admissions, Student Services, and Operations
- Conduct workshops, interviews, and walkthroughs to capture and validate requirements
- Identify gaps, inefficiencies, and improvement opportunities across customer/student journeys.
Data, Reporting & Insights
- Define and track CRM KPIs, dashboards, and reports to support leadership decision-making
- Analyze customer/student data to identify trends related to acquisition, engagement, retention, and conversions
- Support data governance, data quality, and CRM best practices.
Education Domain (Preferred)
- Analyze and optimize student lifecycle processes such as lead management, admissions, onboarding, engagement, and alumni relations
- Support CRM use cases specific to education: enrollment funnels, counselor productivity, cohort tracking, and student success metrics.
Change Management & Delivery
- Support UAT, training, and change adoption for CRM rollouts and enhancements
- Mentor junior analysts and contribute to BA best practices and documentation standards.
Required Skills & Qualifications
Experience & Background :
- 10 years of experience as a Business Analyst, with at least 5+ years working extensively on CRM systems
- Proven experience delivering large-scale CRM implementations or enhancements
- Bachelors degree in Business, Information Systems, Engineering, or a related field
- Experience in education, edtech, or training organizations is strongly preferred.
Technical & Functional Skills
- Strong hands-on experience with CRM platforms (Salesforce, Dynamics, HubSpot, Zoho, etc.)
- Expertise in requirements documentation, process modeling (BPMN, flowcharts), and user stories
- Strong understanding of CRM data models, workflows, integrations, and reporting
- Experience with SQL, dashboards, or BI tools is a plus.
Soft Skills
- Excellent stakeholder management and communication skills
- Strong problem-solving and analytical thinking
- Ability to work independently and lead discussions with senior leadership
- Comfortable operating in fast-paced, cross-functional environments.
Nice To Have
- CRM certifications (Salesforce BA/Admin, Dynamics, HubSpot, etc.)
- Experience working in Agile/Scrum environments
- Exposure to marketing automation or student engagement tools
- Prior experience mentoring or leading BA teams
(ref:hirist.tech)
