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CRM Analyst

Toronto, ON, Canada
Job ID: 43919




CRM Analyst


Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?


Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.


This role will be a part of a centralized Customer Support Governance team who will design, develop and implement the supporting functions within Customer Support.  We are seeking someone who can assist our CRM Administrator in building out our ticketing, telephony, and customer chat systems.  This role will also be assisting in planning, organizing, and coordinating aspects of the Support ticketing systems within the Customer Support department


This is a growth opportunity position for someone to bring in some experience, a great attitude and great aptitude.   This person will be given the guidance and experience required to learn systems and tools, partner with an experienced CRM team and grow into an experienced CRM administrator.  


Primary Responsibilities

  • Important member of the CRM administration team looking after the day-to-day operations and upkeep of the CRM instance.
  • Working with the CRM administrator on Instance configuration & management - spin up / spin down, ticket routing, notifications, macro responses, agent groups and user organization management
  • Assisting with the implementation of new features and functionality, maintenance, audit and administration.  As well as integrations with other business software applications.
  • Manage a queue of operational requests prioritizing against evolving business priorities
  • Troubleshoot and resolve any software performance issues Identify operational weaknesses and help improve or innovate new processes.
  • Support and maintain the system integrations with our other business systems
  • Managing new feature deployments, internal testing and rollout of changes across all teams
  • Maintain CRM contact data records for the organization, overseeing data cleansing and update initiatives and looking for continuous improvement to increase the functionality and accuracy of the data held within it to meet the business requirements, linking closely with the membership team.
  • Assisting with maintenance of integrations with 3rd party solutions
  • Assisting with creation and maintenance of technical documentations on CRM instance


  • Basic understanding of core CRM functionality module, brands, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc.
  • Experience with Freshworks product suite an asset
  • Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items
  • Ability to prioritize user requests effectively and manage user expectations
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment Working
  • Passion for driving exceptional customer experience
  • CRM Administration experience an asset.
  • Excellent analytical, interpersonal and communication skills, with a demonstrable bias toward action.
  • Strategic thinker with the ability to create and convey a holistic view of all things CRM to Ingram Leadership
  • Ability to work through ambiguity and thrive in a rapidly changing business environment.

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely

Ingram Micro is an inclusive Equal Employment Opportunity employer, with focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.






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