Coordinator, CRM

Company Overview

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 57 offices in 36 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 in the system. 

The Coordinator is primarily responsible for implementation of central processes and projects related to Cortex data integrity and client support. Additionally, this role will collaborate with key stakeholders around the globe. They will play a key role in supporting the Global Commercial Operations department by ensuring the accuracy and integrity of CRM data and providing excellent stakeholder support. Responsible for executing processes related to data accuracy and enrichment, end user support, data visualizations and analytics, the role requires effective collaboration with team members, internal departments, and data owners from around the globe. All of this work is done with guidance and support from the Senior Manager, but proactive initiative and ownership of deliverables expected.

Essential Functions

Contribute to the implementation of projects and initiatives focused on data integrity, enrichment and end user support

• Conduct regular reviews of records to ensure integrity / compliance and participate in central processes focused on data accuracy, enrichment, duplication and archiving, using trusted external sources and data providers.
• Work closely with team members on projects and initiatives, while collaborating cross-functionally.
• Collaborate with internal departments and data owners to execute data enrichment projects for overall data quality improvement.
• Use effective communication skills to deliver insights, present functional improvements and process change proposals, to facilitate consensus building. 
• Assists junior members in the team with a focus on data and classification functions. Overall, supporting their growth with training.

Invests in continuous development of Cortex program

• Reviews various advanced CRM searches, SQL and Alteryx queries focusing on data accuracy and monitoring, to recognize possibilities of optimization of processes with strong knowledge of required technologies.
• Proposes functional improvements in the system to enhance overall user experience and recommendations on how to improve the interface/processes and thus quality of CRM output. 
• Utilizes strong communication skills to develop program and deliver insights.
• Supports necessary process changes and participates in brainstorming with impacted stakeholders to get to resolve issues and build consensus.
• Use PowerPoint slides and other technical tools to create compelling presentations

Develops data visualization and reporting

• Creates live data visualization dashboards using Tableau and Salesforce Lightning reports and dashboards to monitor areas of responsibility.
• Prepares functional process updates to regularly report progress on different functions and programs.

Provides user support to key stakeholders

• 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.

Qualifications

• Bachelor’s degree/Master’s degree in Business Administration, Computer Science, Data Science, Engineering, Technology, or a related field
• 2-5 years of relevant work experience

• MS-Excel, SQL experience
• Able to work closely with teams in Australia, USA, France 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
• A strong attention to detail and a high level of accuracy. Analyzes trends and monitors problem areas to identify areas for operational improvement
• Reliable, consistent and mature and able to work independently with a positive attitude
• Ability to calmly multitask, and learn quickly in a fast-paced environment
• Ability to deal with ambiguity and develop sustainable solutions to deliver practical results 
• Should deepen understanding and knowledge of the consulting industry
• Consistent alignment with Bain’s Operating Principles

Preferred

• Experience using CRM systems or other enterprise information systems, especially Salesforce preferred 
• Project management experience is desired, and a formal certification will be an added advantage
• Overall, 2 to 4 years of solid prior experience in enterprise database/information systems from a professional services environment 
  • Salesforce
  • Alteryx
  • Tableau, Power BI
  • ServiceNow
  • Automation
  • Python
  • Project Management