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, a

📌 Customer Relationship Management Specialist (México)
🏢 Esab
📍 México