Job Description Summary

Reporting to the Senior Director of Application Services, the Senior CRM Product Manager is responsible for ensuring that Bentley’s enterprise CRM systems meet the functional needs of the University. A strategic mindset is key to this role, in addition to the ability to balance the needs of different business units with University priorities and technical best practices. Effective communication, relationship building skills, and a strong technical background are critical.
The Senior CRM Product Manager is responsible for collaborating with the business to create and maintain system and data governance standards, recommend best practices, and assist with the prioritization and deployment of system enhancements and new capabilities. In addition, this role works closely with business, technical, and vendor staff to resolve system issues and is tasked with promoting Bentley’s priorities with key CRM vendors and the broader CRM user community.

Essential Duties

• Lead the implementation and optimization of HubSpot, including Marketing Hub and Sales Hub, based on Bentley’s needs
• Set up and customize CRM custom objects, groups, and user roles to streamline processes and enhance user experience
• Develop, maintain, lead and support organization-wide naming conventions and scalability strategies to help long-term growth and efficiency
• Maximize features and benefits of CRMs
• Ensure the accuracy and relevance of data used in CRM reports and dashboards
• Facilitate data governance and change management processes to ensure smooth transitions when updating workflows and processes
• Optimize day-to-day processes by identifying opportunities for automation and efficiency improvements, including the identification of KPIs and metrics to help Bentley monitor and evaluate performance.
• Lead the execution and improvement of application support practices including issue identification and resolution, release management and new feature adoption
• Work with IT leadership in enterprise applications and project management to develop and maintain product roadmaps and backlog for products and services
• Lead engagement with CRM software vendors regarding issue resolution and release management and participate in user groups
• Develop and maintain strong professional relationships with key stakeholders throughout the University
• Project management of targeted projects driving the success and feature adoption CRM systems
• Act as an advocate for a customer-centric perspective and work with business stakeholders to improve customer experience

Minimum Qualifications

• Bachelor’s degree
• 5 years' related experience in a leadership role
• 3 years experience in a technical role in support of a CRM application
• Excellent communication and relationship building skills, with the ability to influence and persuade internal and external stakeholders at all levels
• Strong understanding of SDLC and SaaS solution implementation and management
• Strong understanding of revenue operations best practices
• Ability to translate University strategic goals into an actionable product roadmap
• Project management experience
• Experience with product communities preferred
• Experience in higher education preferred
• Prior experience in change management preferred
• Experience with HubSpot or Slate a plus

Work Environment

• Typical office setting with extensive sitting and computer work
• Ability to travel around campus for meetings and other work-related events
• Hybrid position with flexibility to work remotely

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.