ZoHo Implementation Specialist

About Us
Cascade IT Services is a Managed Service Provider (MSP) dedicated to delivering innovative IT solutions to our clients. We are embarking on a comprehensive project to streamline our internal operations using ZoHo’s suite of tools. Additionally, we aim to support our clients with their ZoHo migrations, providing them with tailored solutions that meet their business needs.

Job Summary
We are looking for a skilled ZoHo specialist to design, implement, and integrate ZoHo applications across our organization while also assisting our customers with ZoHo migrations. This role involves working on a diverse range of ZoHo modules internally and offering migration and customization expertise to clients. The ideal candidate will help Cascade IT Services build a strong foundation for its own operations while enabling seamless adoption of ZoHo tools for our customers.

Key Responsibilities
Internal Integration for Cascade IT Services
ZoHo SalesIQ:

Integrate Chat GPT into SalesIQ.
Configure workflows to distinguish between sales and support inquiries.
Set up ticket generation and notifications based on availability status.
Ensure operations align with business hours and exclude US holidays.
ZoHo Project:

Create and configure a project to track internal tasks, bugs, and feature requests.
Keep the project active for future use, ensuring flexibility for ongoing work.
ZoHo Contracts & Sign:

Automate MSAs and SOWs using CRM lead conversion triggers.
Configure templates for annual updates requiring customer re-signing.
ZoHo Analytics:

Develop dashboards to track internal service delivery metrics, such as time spent on support by customer and subscription breakdowns.
Subscriptions & Billing:

Build public sign-up pages and customer portals for internal MSP services.
Configure invoicing processes with draft mode for manual review before dispatch.
ZoHo Marketing & Sales Automation:

Create segmented email lists and templates for marketing campaigns.
Set up automated follow-ups for customer engagement.
ZoHo Desk:

Configure SLAs, notification workflows, and dashboards to optimize ticket management.
Customer Portal:

Design a unified portal for customers to access agreements, invoices, support tutorials, and ZoHo Assist.
Integrate ZoHo WorkDrive for document sharing and uploads.
ZoHo Inventory:

Track MSP licenses for internal customers based on subscription type (free vs. paid).
ZoHo Books & Desk Integration:

Design workflows to reflect ticket activities on invoices with appropriate billing or as informational logs.
ZoHo & NinjaOne Integration:

Develop automated reporting and workflows to generate ZoHo Desk tickets from NinjaOne Help Request Form submissions.
ZoHo Learn:

Set up ZoHo Learn and document all implemented features in ZoHo Wiki for future reference.

Customer ZoHo Migrations
Collaborate with clients to understand their unique business needs and tailor ZoHo migrations accordingly.
Guide customers through the implementation and migration process, including data transfer and workflow customization.
Develop and document ZoHo workflows for clients to ensure smooth operations post-migration.
Provide training and support for customers to fully leverage ZoHo applications.
Serve as an ongoing resource for client questions, updates, and enhancements.

Requirements
Proven experience in ZoHo implementation, customization, and integration.
Expertise in ZoHo CRM, Desk, Projects, Books, Analytics, and other ZoHo apps.
Strong understanding of workflow automation, reporting, and integrations (e.g., NinjaOne).
Ability to manage internal and client-facing projects simultaneously.
Excellent communication skills for guiding clients and collaborating with teams.
Cost-conscious approach to ensure efficient solutions for both internal use and client migrations.

Preferred Qualifications
Experience working with Managed Service Providers (MSPs).
Familiarity with NinjaOne or similar RMM tools.
Strong documentation and training skills, particularly using ZoHo Learn or ZoHo Wiki.

What We Offer
Flexible, remote work environment.
Opportunity for long-term engagement for ongoing maintenance, feature enhancements, and client support.

Please send your resume, a brief cover letter detailing your ZoHo experience, and examples of relevant projects

Thank you for considering this opportunity. We look forward to reviewing your application and discussing this exciting project!