The CRM Support Specialist, APAC will serve as the key liaison between APAC business users and the global technology team for the EMPOWER CRM platform. The role is responsible for ensuring that system enhancements, processes, and user experiences align with business needs across the region.
Working closely with the General Manager, APAC and the Chief Technology Officer in the United States, the incumbent will gather user feedback, coordinate testing activities, support issue resolution, and represent the voice of APAC end-users during system enhancement initiatives.
The successful candidate will play an important role in bridging the gap between business users and developers, helping to ensure that technology improvements and deliver meaningful operational benefits while minimizing disruption to users.
Responsibilities
- Act as the primary liaison between APAC business users and the global technology team, ensuring effective communication and alignment of business and technical objectives.
- Partner with the CTO, Product, Development, QA, and business stakeholders to gather, define, and translate business requirements into functional enhancements and system improvements.
- Provide recommendations and feedback on CRM enhancements from an end-user perspective, ensuring solutions meet operational needs and deliver a positive user experience.
- Support regional and global CRM initiatives, including system rollouts, upgrades, deployments, and enhancement projects.
- Collaborate regularly with US-based technology teams and project stakeholders, participating in meetings across different time zones and supporting activities outside standard Singapore business hours when required.
- Review release candidates, identify and document defects, track issues through resolution, and work closely with Product, Development, and QA teams to validate fixes.
- Gather stakeholder feedback and proactively identify opportunities to improve business processes, system functionality, data integrity, and overall user experience.
- Support initiatives to improve data quality, application performance, and reduce technical debt within the CRM environment.
- Assist with CRM administration activities, including data validation, system configuration, monitoring application performance, and troubleshooting system issues.
Requirements
- Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related discipline.
3 to 5 years of experience in CRM support, business systems analysis, application support, software testing, UAT, or related functions.
Experience supporting CRM platforms such as Microsoft Dynamics 365, Salesforce, HubSpot, Zoho CRM, or similar systems.
Experience working with business stakeholders to gather, document, and manage user requirements.
Basic to intermediate SQL knowledge for data validation, troubleshooting, and reporting.
- Experience preparing and executing test cases, managing defects, and coordinating UAT activities.
- Strong communication, stakeholder management, and problem-solving skills.
- Comfortable working with both business users and technical teams in a regional and global environment.
- Willingness to participate in meetings across different time zones and support project activities outside regular business hours when required.
