CRM Business Analyst

avacone Switzerland

. Lead stakeholder interviews and workshops with Sales, Marketing, Customer Service, and IT to understand business needs and agree on priorities .

Posted 11/6/2026full-timeBasel • SwitzerlandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CRM implementations and process improvement, with strong capabilities in stakeholder engagement, business process mapping, and data analysis. Proficient in defining reporting needs and facilitating user acceptance testing to ensure successful CRM adoption.

Highest-signal resume keywords

CRM Implementation ExperienceBusiness Process MappingUser Acceptance Testing CoordinationData Analysis and ReportingStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business AnalysisProcess ImprovementData Quality AnalysisRequirements DocumentationUser Story Development

Soft Skills

Facilitation SkillsWritten CommunicationVerbal Communication

Tools & Technologies

SalesforceMicrosoft Dynamics 365HubSpotPower BITableau

Certifications & Qualifications

CRM Platform CertificationBusiness Analysis Certification

Industry Keywords

Customer Lifecycle ProcessesLead QualificationOpportunity ManagementService Case HandlingData Migration

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Lead stakeholder interviews and workshops with Sales, Marketing, Customer Service, and IT to understand business needs and agree on priorities
Map current and future CRM workflows, including lead qualification, opportunity management, and customer service case handling
Identify bottlenecks, manual work, and gaps in ownership or data quality
Translate business needs into process maps, business rules, user stories, and testable acceptance criteria
Document reporting, integration, and data requirements where relevant
Partner with product owners, CRM administrators, and engineering teams to refine the backlog, assess trade-offs, and clarify requirements throughout delivery
Define reporting needs and success measures for CRM improvements, including user adoption, lead conversion, case resolution time, and data completeness
Plan and coordinate user acceptance testing, document defects, and verify delivered changes meet agreed requirements
Support rollouts through process documentation, training materials, and stakeholder communication
Gather user feedback and identify follow-up improvements

Requirements

What you’ll need

Experience as a Business Analyst on CRM implementations, enhancements, or process improvement initiatives
Hands-on experience with at least one CRM platform, such as Salesforce, Microsoft Dynamics 365, or HubSpot
Demonstrated ability to facilitate workshops, map business processes, and write clear requirements with testable acceptance criteria
Understanding of customer lifecycle processes and core CRM records, including accounts, contacts, leads, opportunities, and service cases
Experience working with cross-functional delivery teams and coordinating UAT with business users
Ability to analyze CRM data, identify data quality issues, and define reporting requirements
Strong written and verbal communication skills in English, with the ability to explain requirements and trade-offs to business and technical audiences
Experience with CRM integrations, data migration, or data governance
Familiarity with SQL or business intelligence tools such as Power BI or Tableau
Experience supporting CRM adoption, user training, or change management
A relevant CRM platform or business analysis certification is preferred