Description:

About the job:

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