IT CRM Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main liaison between IT and business stakeholders for CRM projects.

• Grasp business objectives, processes, and challenges, converting them into CRM capabilities and technology needs.

• Foster relationships with business leaders to align IT strategy with organizational priorities.

• Advocate for business requirements within IT while promoting IT capabilities to the business.

• Collaborate with business and technical teams to outline the CRM roadmap.

• Identify opportunities to leverage Dynamics 365, Salesforce, and related CRM tools to enhance customer engagement, sales efficiency, marketing automation, and service performance.

• Promote the adoption of CRM best practices and ensure consistent usage.

• Lead the elicitation, documentation, and validation of requirements for CRM enhancements and features.

• Partner with IT delivery teams, developers, and vendors to implement solutions.

• Manage the CRM initiative lifecycles, including planning, testing, rollout, and change management.

• Formulate and execute CRM change management strategies.

• Coordinate training plans, user documentation, and communications.

• Act as an escalation point for CRM issues and opportunities for improvement.

• Monitor CRM performance and user experience, recommending enhancements as necessary.

• Optimize workflows while ensuring data governance, IT security, and compliance.

• Track KPIs and report on CRM usage, business impact, and project progress.

• Travel up to 25% annually as required, with potential for increased travel during project initiation.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a relevant field.

• Over 5 years of experience in IT/business liaison roles, business analysis, CRM administration, or similar positions.

• Proven experience with CRM platforms such as Microsoft Dynamics 365, Salesforce, or HubSpot.

• Strong knowledge of CRM processes, including sales, marketing, customer service, and field service.

• Exceptional communication, negotiation, and stakeholder management abilities.

• Capability to translate business needs into technical specifications.

• Experience in project management, Agile methodologies, and cross-functional teamwork.

• Analytical and strategic thinking with a focus on the customer perspective.

• Proficiency in identifying issues, problems, and opportunities, making timely and sound decisions.

• Ability to communicate effectively with employees and customers while performing administrative functions.

• Advanced customer service skills with the capability to build professional relationships.

• Strong attention to detail and the ability to maintain high levels of effort and focus during busy periods.

• Capacity to make sound decisions and remain composed under pressure.

• Commitment to continuously identifying knowledge gaps and pursuing self-education.

• Must be able to frequently lift and/or move items weighing up to 25 pounds.

🏝️ Benefits

• Competitive compensation package.

• Attractive benefits.

• Extensive opportunities for professional development and continuing education.

• Diverse, collaborative work environment.

• High level of autonomy.

• Challenging and innovative projects.

• Opportunity to contribute to the digital transformation of a leading multinational company.