We are seeking a talented Customer Relationship Management (CRM) Functional Analyst to support and enhance our Microsoft Dynamics 365 environment.
Reporting to the Director, Customer Service, the CRM Functional Analyst serves as the primary functional owner and administrator of CRM solutions supporting Customer Care and Customer Success operations.
This role combines CRM administration, business analysis, process improvement, and user support to ensure our Dynamics 365 environment continues to meet evolving business needs.
The successful candidate will partner closely with Customer Care, Sales, IT, and business stakeholders to translate business requirements into scalable CRM solutions that improve efficiency, customer experience, and operational effectiveness.
Primary Duties
Microsoft Dynamics 365 Administration
Serve as the primary functional administrator for Microsoft Dynamics 365 supporting Customer Care and Customer Success operations.
Configure and maintain entities, forms, views, dashboards, business rules, workflows, and automation.
Administer CRM security roles, user access, permissions, and data visibility.
Maintain CRM data integrity through configuration best practices and governance processes.
Troubleshoot functional system issues and coordinate with developers or IT support teams when technical development is required.
Support system testing, release validation, and deployment of new functionality.
Business Analysis & Solution Design
Partner with business stakeholders to gather, document, and analyze business requirements.
Translate business needs into CRM solutions that improve user experience, productivity, and process effectiveness.
Determine whether solutions should be addressed through configuration, functional customization, automation, or development support.




Evaluate enhancement requests and recommend scalable solutions aligned with business objectives.
Document business processes, system configurations, requirements, and solution designs.
Workflow Automation & Process Improvement
Create and maintain workflows, business rules, process automation, and system-driven controls.
Support Power Platform initiatives including Power Automate and related business automation efforts.
Identify opportunities to streamline processes and eliminate manual effort.
Drive continuous improvement initiatives focused on Customer Care, Sales, and CRM operations.
Reporting & Analytics
Develop and maintain reports, dashboards, and analytics that provide actionable insights to business leadership.
Analyze CRM, Customer Care, and operational data to identify trends, process gaps, and opportunities for improvement.
Support KPI reporting and decision-making through meaningful insights and data analysis.
User Support & Adoption
Provide day-to-day support to CRM users across Customer Care and Customer Success teams.
Investigate and resolve functional issues impacting business operations.
Develop training materials, job aids, and user documentation.
Conduct training sessions and support user adoption of new functionality and process changes.
Cross-Functional Partnership
Act as a liaison between Customer Care, Sales, IT, and external vendors.
Collaborate on CRM enhancements, integrations,



and process improvement initiatives.
Communicate project status, risks, priorities, and recommendations to leadership.
Qualifications
Required
Associate degree or equivalent experience required; Bachelor's degree preferred.
3+ years of experience administering, configuring, or supporting enterprise CRM platforms.
Hands‐on experience with Microsoft Dynamics 365, Salesforce, HubSpot, Zendesk, or comparable enterprise CRM platforms.
Experience configuring workflows, dashboards, reports, business rules, automation, or system settings.
Experience gathering business requirements and translating them into system solutions.
Strong understanding of CRM administration, user support, and functional troubleshooting.
Excellent verbal and written communication skills.
Ability to work independently and manage multiple priorities in a fast‐paced environment.
Strong analytical, organizational, and problem‐solving skills.
Preferred
Microsoft Dynamics 365 Sales and/or Customer Service experience.
Experience with Microsoft Power Platform, including Power Automate.
Experience with Dataverse.
Experience supporting CRM implementations or enhancement projects.
Functional Analyst or Business Systems Analyst experience.
Customer Care, Customer Success, or call center operations experience.
Power BI reporting experience.
Success Profile
The adecuado candidate will demonstrate:
Strong ownership and accountability
Ability to translate ambiguous business requests into scalable system solutions
Comfort working with both technical and non-technical stakeholders
Experience balancing customer-facing needs with system governance
Ability to independently manage CRM administration and enhancement activities.
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📌 Customer Relationship Management Specialist (Monterrey)
🏢 Esab
📍 Monterrey