The Zoho CRM & Analytics Specialist serves as the organization's internal expert for the Zoho ecosystem, responsible for maximizing the value of Zoho One and its integrated applications. This role combines CRM administration, business intelligence, process automation, reporting architecture, and systems optimization to ensure leadership has accurate, timely, and actionable data to drive business decisions.

The specialist will partner closely with Operations, Sales, Finance, Customer Service, IT, and Executive Leadership to design scalable reporting solutions, optimize business processes, improve data quality, and develop automation across Zoho CRM, FSM, Billing, Analytics, and other Zoho applications.

Rather than simply producing reports, this role is expected to become the organization's trusted advisor on how to best leverage the Zoho platform to improve operational efficiency and business visibility.

Position Details

Company: Otte Polo Group

Department: Operations / Business Intelligence

Reports To: Chief Executive Officer (CEO)

Employment Type: Full-Time

Core Responsibilities

Zoho Platform Administration

• Serve as the company's subject matter expert for Zoho One and all integrated applications.
• Maintain and optimize Zoho CRM, FSM, Billing, Analytics, and related Zoho products.
• Configure custom modules, fields, layouts, workflows, validation rules, and permissions.
• Recommend platform improvements based on evolving business needs.
• Ensure system configuration follows best practices and remains scalable.

Business Intelligence & Reporting

• Design executive dashboards and operational reporting within Zoho Analytics.
• Develop reporting frameworks that consolidate data across CRM, FSM, Billing, and other business systems.
• Build self-service dashboards that allow leadership to monitor KPIs in real time.
• Design meaningful metrics that support operational and strategic decision-making.
• Create automated reporting schedules and KPI scorecards for business leaders.
• Ensure reporting accuracy through proper data modeling and validation.

Data Management & Analytics

• Design and maintain a centralized reporting data model.
• Identify and resolve data inconsistencies across Zoho applications.
• Improve overall data quality, governance, and reporting reliability.
• Develop historical reporting solutions for trend analysis and forecasting.
• Partner with stakeholders to define KPI definitions and reporting standards.

Automation & Process Improvement

• Develop custom workflows using Zoho Deluge scripting.
• Build automation to eliminate manual processes whenever possible.
• Create custom functions, scheduled workflows, and business rules.
• Configure integrations between Zoho applications and third-party platforms.
• Continuously identify opportunities to streamline operations through automation.

Cross-Functional Collaboration

• Partner with Sales, Operations, Finance, Customer Service, and Executive Leadership to understand reporting and operational needs.
• Translate business requirements into scalable technical solutions.
• Provide recommendations on how to improve business processes using Zoho.
• Participate in cross-functional projects involving system enhancements and digital transformation initiatives.

User Support & Training

• Serve as the internal Zoho expert and primary point of contact for platform-related questions.
• Train users on best practices and new system capabilities.
• Develop SOPs, user guides, and documentation for Zoho processes.
• Support user adoption of new features and process improvements.

Leadership & Strategic Responsibilities

• Recommend improvements to business processes based on platform capabilities.
• Evaluate new Zoho applications and features that may benefit the organization.
• Help define the company's long-term reporting and business intelligence strategy.
• Collaborate with leadership to prioritize future system enhancements.

• Ensure the Zoho ecosystem supports organizational growth and scalability.

Requirements

Required

• 3+ years of experience administering Zoho CRM and/or Zoho One.
• B2 English level.
• Strong experience with Zoho Analytics.
• Experience building executive dashboards and operational reports.
• Hands-on experience with Zoho Deluge scripting.
• Experience configuring workflows, automation, and custom functions.
• Strong understanding of CRM data structures and relational databases.
• Advanced analytical and problem-solving skills.
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
• Advanced Excel or Google Sheets skills.

Preferred

• Experience with Zoho FSM.
• Experience with Zoho Billing or Zoho Books.
• Experience integrating Zoho with third-party applications using APIs.
• SQL knowledge.
• Experience with Power BI, Tableau, or similar BI platforms.
• Familiarity with ETL concepts and data warehousing.
• Experience supporting field service or home service organizations.
• Bachelor's degree in Information Systems, Computer Science, Business Analytics, Engineering, or a related field.

Benefits

• Competitive salary.
• Paid time off and holidays.
• Opportunity to lead the organization's Zoho strategy.
• Exposure to executive leadership.
• High-impact role with significant influence on business operations.
• Professional development and certification opportunities.