We are Smart Working Solutions, focused on building structured and scalable systems for our Customer Success operations. We are looking for an experienced Zoho Implementation Consultant to design and build our CRM system end-to-end. This is not a training requirement — we need someone who can understand our requirements and implement the complete setup. Scope of Work At a high level, we are looking to build: 1. CSAT & NPS System Survey setup and automation (via Zoho Survey) Automated reminders and response tracking Integration of responses into Zoho CRM 2. Ticketing & Escalation System Setup via Zoho Desk SLA-based reminders and escalation workflows Hierarchy-based ticket ownership transfer RAG (Red/Amber/Green) classification for tickets 3. Client Health Scoring Build a custom health score module in Zoho CRM Logic based on: - CSAT/NPS - Ticket activity - Engagement & relationship metrics - Billing/payment behavior Automated health status (Green / Amber / Red) 4. Growth & Expansion Activation Trigger workflows for high-health accounts Task creation for account managers Basic expansion pipeline tracking 5. Master Dashboard Leadership dashboard covering: - CSAT trends - Ticket metrics - Client health distribution - Growth opportunities What We’re Looking For Strong experience in Zoho CRM, Zoho Desk, and automation workflows Ability to translate business logic into scalable system design Experience with custom modules, workflows, and functions Someone who can suggest improvements, not just execute instructions Engagement Approach We will share detailed requirements and logic Expectation is hands-on implementation by you Periodic check-ins to review progress Next Steps If this aligns with your experience, please share: Relevant Zoho projects you’ve worked on Your approach to implementing such systems