Coordinator, CRM Optimization & Innovation

Company Profile

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has offices in various countries, and its deep expertise and client roster cross every industry and economic sector.

Department Overview

CRM is part of the Global Commercial Operations department at Bain with its headquarters in Boston and global teams across different offices around the world.

Position Summary

The position is in the CRM Team based at Bain’s GBS, office in Gurgaon, New Delhi. The role in an integral part of Global Commercial Operations department. Our CRM is a tool for frontline leaders of the firm in their pursuit of commercial objectives – relationship cultivation, opportunity management, account plan execution. The CRM Team supports this pursuit by striving for the highest levels of data integrity and analysis in the system. 

In addition to partnering with and learning from the key leaders in our business you will have access to the unrivalled support and professional development we offer to all members of the Bain team.

Invests in continuous development of program 60%

• Evaluates current CRM design and features, proposing functional and technical improvements in the system to enhance overall user experience. Articulates clear recommendations on how to improve the interface/processes and thus quality of CRM output 
• Reviews various advanced CRM searches, SQL, Alteryx and AI queries focusing on data accuracy and monitoring, to recognize possibilities of optimization of processes with strong knowledge of required technologies
• Utilizes exceptional communication skills to develop program and deliver insights. Drives necessary process changes and facilitates brainstorming with impacted stakeholders to get to resolve issues and build consensus. Use PowerPoint slides and other technical tools to deliver compelling presentations.
• Analyzes trends and monitors problem areas to identify areas for operational improvement with expert knowledge of required technologies

Supports advanced data visualization and reporting projects/tasks 30%

• Creates multifaceted live data visualization dashboards using Salesforce Lightning Reports and Tableau to analyze trends and monitor problem areas. Prepares functional process updates to regularly report progress on different functions and programs. 
• Reviews various advanced CRM searches and SQL queries focusing on data accuracy and monitoring, to recognize possibilities of optimization of processes with strong knowledge of required technologies (SQL and Excel data modelling)

Provides user support to key stakeholders 10%

• Reviews and corresponds on user support requests with quick turnaround time, making use of helpdesk technology
• Initiates efforts to get inputs from other team members, when necessary for timely closure of open user requests 
• Practices detailed and answer-first email communication, especially when communicating with leadership

Knowledge, Skills, and Abilities

• Bachelor’s or Master's degree in Business Administration, Computer Science, Data Science, Engineering, Technology, or a related field
• 2-5years of relevant work experience
  
• Experience with: Advanced SQL, JavaScript, Advanced Tableau/Power BI, Advanced Excel, Data Research, Data Analysis, Data Integrity, Salesforce/CRM
• Able to work closely with teams in USA, Lisbon or other parts of the world, which will require flexible hours 
• Ability to work under tight deadlines and manage competing priorities
• Excellent English communication skills, both verbal and written language. The candidate must communicate effectively at all levels of the organization and possess a natural intellectual curiosity about Bain’s business
• Excellent customer management skills to work with global internal clients. Should work with flawless customer service, diligence, and collaboration across internal teams