CRM Configuration Specialist/Trainer

Role Overview

This position combines hands-on CRM administration with end-user enablement. You will own the day-to-day configuration of KatiCRM, translating business needs into system settings, fields, and workflows, while also designing and delivering training that helps teams use the platform confidently and effectively. Your work directly determines how smoothly the CRM runs and how quickly employees across sales, marketing, and service adopt it as part of their daily routine.

Key Responsibilities

• Set up and maintain CRM system settings, custom fields, workflows, dashboards, user roles, and access permissions to align with evolving business processes.
• Partner with stakeholders to collect and analyze requirements, then translate them into practical CRM configurations and process improvements.
• Run system tests, identify defects or performance issues, and coordinate with vendors or internal developers for advanced customizations and integrations.
• Keep accurate documentation of configuration changes, workflows, and support resolutions to ensure a clear audit trail and smooth handovers.
• Create and share a structured training plan before rollout, then deliver a post-training report summarizing adoption, feedback, and follow-up actions.
• Develop user-friendly manuals, video tutorials, quick-reference guides, and job aids tailored to different departments and skill levels.
• Facilitate both group and one-on-one training sessions in person and virtually, making technical concepts accessible to non-technical users.
• Act as the first-line support contact for CRM questions, gathering user feedback and recommending adjustments to configuration or training materials based on real-world usage.

Requirements & Qualifications

• Degree in Information Technology, Business, Computer Science, or a related field.
• Solid understanding of core CRM processes across sales, marketing, and customer service.
• Strong communication and presentation skills, with the ability to explain technical settings to non-technical audiences.
• Proven experience creating clear documentation, training content, and user-facing materials.
• Hands-on capability with CRM configuration tasks such as field setup, workflow creation, dashboard design, and access control management.
• Preferred: A recognized CRM certification such as Salesforce Administrator or Microsoft Dynamics 365 Functional Consultant.
• Preferred: At least 2 years of experience in a CRM administration or training role, plus exposure to data migration, reporting, or system integrations.
• Preferred: Familiarity with change management techniques and user adoption strategies that drive long-term engagement with new tools.