Zoho Consultant

The Zoho Consultant is responsible for helping clients maximise the value of their Zoho investment through solution consulting, implementation, support, and user enablement. The role combines business analysis, system configuration, client engagement, and problem-solving to deliver successful outcomes throughout the client lifecycle.

Key Responsibilities  

1. Solution Consulting & Pre-Sales  

• Participate in discovery sessions to understand client requirements, challenges, and business processes.
  

• Analyse requirements and recommend appropriate Zoho solutions.
  

• Assist with solution demonstrations, workshops, proposals, and implementation estimates.
  

• Document business requirements and solution designs.
  

• Support proof-of-concept and solution validation activities.
  

• Configure and customise Zoho applications to meet client requirements.
  

• Build workflows, automations, reports, dashboards, forms, and business processes.
  

• Perform data imports, migrations, testing, and deployment activities.
  

• Develop and maintain Deluge scripts and integrations where required.
  

• Maintain implementation documentation and ensure delivery quality.
  

3. Client Support  

• Manage and resolve client support requests through ticketing systems, email, live chat, and other support channels.
  

• Troubleshoot functional and technical issues across the Zoho suite.
  

• Provide timely updates and communication regarding support requests.
  

• Escalate complex issues where necessary and coordinate resolutions.
  

• Identify opportunities to improve client systems, processes, and user experience.
  

• Deliver user and administrator training sessions.
  

• Create and maintain user guides, training materials, and knowledge base articles.
  

• Support client onboarding and adoption initiatives.
  

• Assist clients in applying Zoho best practices and improving system utilisation.
  

• Maintain and pursue relevant Zoho certifications.
  

• Stay up to date with Zoho product enhancements and industry trends.
  

• Contribute to internal knowledge sharing, process improvements, and team initiatives.
  

• Support colleagues and collaborate across implementation, support, and sales activities.
  

Key Performance Indicators  

• Client satisfaction and service quality.
  

• Support ticket response and resolution times.
  

• Successful project delivery and implementation quality.
  

• Zoho certification achievements.
  

• Documentation quality and completeness.
  

• Contribution to pre-sales and client growth opportunities.
  

• Productivity, utilisation, and continuous improvement.
  

Minimum Requirements  

Qualifications  

• Diploma or Degree in Business Analysis, Computer Science, Business Information Systems, or a related field.
  

Experience  

• Experience supporting, implementing, or administering business software applications.
  

• Client-facing experience will be advantageous.
  

Technical Skills  

• Exposure to CRM, ERP, workflow automation, or business systems.
  

• Deluge scripting and workflow automation.
  

• Business process analysis and solution design.
  

• Reporting and dashboard configuration.
  

• Data migration and system administration.
  

• API integrations and third-party application connectivity.
  

• Strong communication and presentation skills.
  

• Customer-focused mindset.
  

• Analytical thinking and problem-solving ability.
  

• Ability to manage multiple priorities effectively.
  

• Attention to detail and commitment to quality.
  

• Eagerness to learn and continuously develop.
  

Preferred Certifications  

The following certifications are advantageous:

• Zoho CRM Certified Administrator
  

• Zoho Creator Certified Developer
  

• Other relevant Zoho, or business systems certifications
  

Why Join Infolytics?  

• Work with customers across a variety of industries.
  

• Become a recognised Zoho Consultant and specialist.
  

• Help shape a growing customer enablement function.
  

• Contribute to both customer success and solution quality.
  

• Be part of a collaborative, innovative, and fast-growing team.
  

Probation Period  

A three-month probation period applies to this role.