Senior CRM Administrator

Company Description

Discover Your Path at Keypath!

About Us:

At Keypath, we invite you to be part of something transformative. As a global EdTech leader, we collaborate with prestigious universities to create and deliver online education solutions that tackle global social and economic challenges head-on.

Join our dynamic, fast-growing international team that thrives on collaboration, innovation, and lifelong learning. With offices in Kuala Lumpur, Melbourne, Sydney & Chicago, we are truly a global company. Today, we're a family of over 700 passionate "Keypathers" worldwide.

Work Anywhere:

At Keypath Education, flexibility is our strength. We put our people first, allowing you to choose where you work – from home, in the office, or both.

Join Keypath’s New APAC IT Division: Build, Innovate, and Grow

Keypath is establishing a brand-new IT division in the APAC region, creating an exciting opportunity to join a team from the ground up. As we build this division from scratch, we’re looking for passionate professionals eager to shape its foundation, drive innovation, and grow alongside a dynamic and collaborative team. This is a unique chance to be part of something new, influence key decisions, and develop your career within a global company committed to technological excellence.

Job Description

As a Senior CRM Administrator, you will be responsible for managing and maintaining the CRM system to ensure it meets the evolving needs of the organization.

You will work closely with product management and various departments to understand their requirements and translate them into effective CRM solutions.

Your expertise in Microsoft Dynamics 365 Customer Engagement will be essential in solving real-world problems and providing ongoing technical support.

 Additionally, you will be tasked with developing and implementing best practices, conducting system audits, and ensuring data integrity.

Your efforts will directly contribute to improving the overall performance of the CRM system and enhancing user satisfaction.

Responsibilities include the following:

• Collaborate with product management, application services, and operational teams to support and configure Keypath’s enterprise CRM and related systems.
• Drive efficiencies for operational teams by optimizing CRM workflows and processes.
• Enhance the student experience through effective CRM solutions and support.
• Provide ongoing technical support and troubleshooting for CRM and supporting system issues.
• Develop and implement CRM best practices and strategies to improve system performance and user satisfaction.
• Conduct regular system audits and data integrity checks to ensure the accuracy and reliability of CRM data.
• Create and maintain comprehensive documentation for CRM configurations, processes, and procedures.
• Train and support end-users to maximize the utilization of CRM features and functionalities.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish requests from underlying true needs.
• Successfully engage in and manage multiple initiatives simultaneously.

Qualifications

Education:

• Minimum of a bachelor’s degree in a technical or related field of study, or equivalent experience

Experience:

• 4+ years of hands-on experience with Microsoft Dynamics 365 Customer Engagement.
• Strong background in designing and implementing robust business solutions using Dynamics CRM, including advanced concepts including Dynamic Entity, Metadata, async plug-ins, workflows, business processes, etc.
• Proven track record of solving real-world problems with CRM solutions.

Skills & Competencies:

• Strong technical support skills and the ability to troubleshoot complex CRM issues.
• Knowledge of the technical framework of CRM including email integration options
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Ability to develop and implement CRM best practices and strategies.
• Proficiency in creating and maintaining documentation for CRM systems.
• Ability to train and support end-users to enhance their CRM usage.
• Solid understanding of SDLC using Agile Methodologies
• Solid understanding of business and operational processes and needs.
• Ability to collaborate effectively with cross-functional teams.
• Commitment to maintaining high security standards.
• Strong problem solving, quantitative and analytical abilities, capable of learning new technologies quickly.

Preferred Qualifications:

• Experience in the education sector or with student management systems.
• Certification in Microsoft Dynamics 365 or related CRM platforms.
• Experience with Sharepoint and CRM/Sharepoint integration
• Familiarity with CRM integration and customization.
• Experience with marketing automation systems.

Additional Information

At Keypath, we put our people first. We’re committed to creating a flexible, inclusive, and supportive work environment where you can thrive. Here’s what you can expect as part of our team:

Benefits and Rewards:

• Opportunity to work in office, hybrid or remotely
• All the necessary equipment for success including laptop
• Access to health & wellbeing programs including an Employee Assistance Program and Mental Health Days
• Learning & growth opportunities including access to LinkedIn Learning, Career Development Programs and Learning Labs
• Employee led Initiatives such as Culture Club, Team Green, Sustainability and more
• Company events and activities run in office and remotely

Why Keypath?

• Global EdTech Leader: Join an industry on the rise.
• Transform the World: Contribute to upskilling and reskilling globally.
• Make an Impact: Help solve future economic and social challenges.

Join Keypath and make a difference. We welcome applicants from diverse backgrounds and offer inclusive support throughout the recruitment process.