CRM Implementation Specialist

Key Responsibilities

 

Assist with the full-cycle implementation of Freshsales, Freshdesk, and Freshservice

Configure pipelines, ticketing systems, service workflows, and automation

Customize fields, modules, and system structure to fit business needs

Design and implement automation across sales and support processes

Build workflows for: Assist management, Deal progression,Ticket routing and escalation

Integrate communication channels (WhatsApp, email, SMS, where applicable)

Ensure smooth day-to-day operation of all systems

Monitor data accuracy, system usage, and performance

Continuously optimize processes for efficiency and scalability

Support integrations with third-party tools (e.g., telephony, WhatsApp API, forms)

Work with APIs/webhooks where necessary

Coordinate with developers for advanced customizations

Test all configurations before deployment

Identify and resolve bugs or workflow gaps

Ensure all systems meet expected functional requirements

Document system configurations and processes

Train internal teams on how to use the systems effectively

Provide ongoing support and troubleshooting.

Required Skills & Qualifications

 

Interested candidates should possess an HND / Bachelor`s Degree

Proven experience implementing CRM or helpdesk systems

Strong working knowledge of:

CRM pipelines and automation

Ticketing systems and SLAs. Pipeline. HubSpot. Salesforce. Zendesk. Zoho. Freshworks, Freshsales, Freshservice.

Familiarity with the Freshworks ecosystem (preferred)

Strong analytical and problem-solving skills

Excellent communication and documentation ability.

Technical Skills (Preferred)

 

Experience with:

APIs and webhooks

Workflow automation tools

Data structuring and reporting

Basic understanding of:

System integrations

SaaS platforms.