CRM Manager

Job Title: Manager CRM, Customer Management and Automation

Location: New Haven, CT/Hybrid (once/twice a week onsite)

Job type: Permanent role/ direct hire/ full time

Job Overview

The CRM Manager plays an important transformation role, whose primary objective is to manage, the implementation, maintenance and optimization of our enterprise rollout of the Microsoft Dynamics solution. This involves leading and managing a multi-disciplinary team of engineers, business analysts, test analysts and scrum/project managers in the requirements, design, development, configuration modification, and testing of the Microsoft Dynamics platform. The CRM Manager will work with users to understand needs and business processes, helping to build a best-in-class CRM solution for front office users including Sales, Marketing, Service and Fraternal operations with a focus on providing greater value to our customers. They will also be responsible for governance around the Dynamics solution, design, configuration, and integration.

The CRM Manager will collaborate with a wide array of business and IT leaders, and product managers.

Core Responsibilities

• Lead, mentor and manage a team of IT professionals providing guidance, training and support. The role will inspire an elite level of performance and provide professional growth to and for the staff and operations including resource management; hiring recommendations, performance appraisals including developing and monitoring performance standards, succession planning, and all related employment issues. Ensures adherence to company policy.
• Manage the CRM system, leading the implementation, integration, configuration and maintenance, ensuring optimal performance, reliability and long-term sustainability
• Train or provide appropriate training and development for employees; provide direction, inspirational leadership, professional coaching, feedback and support. Foster a positive, supportive work environment while providing matrix opportunities for team members to gain critical experiences, explore new roles and take on new responsibilities.
• Ensure that all components of the solutions integrate effectively into the overall IT Architecture and meet all regulatory and compliance guidelines.
• Ensure that any new software integration into company systems meets functional requirements, system compliance, security and interface specifications.
• Provide oversight in the implementation and maintenance of business and enterprise software solutions.
• Collaborate with and acts as the point of contact for business to escalate issues related to your portfolio.
• Ensure projects are executed with full adherence to enterprise project management practices by participating in formal and informal training and tracking & reporting key metrics.
• Monitor project progress, timelines and budget. Identify, highlight and manage risk appropriately.

Skills Qualifications

• 8 years of proven experience in overseeing the direction, development and implementation of CRM solutions.
• 5 years of proven experience managing a Microsoft Dynamics 365 CRM platform solution.
• 5 years of proven experience leading, coaching, developing and managing high-performing technology teams
• Strong experience in functional & technical analysis/design with proven analytical and problem-solving skills.
• Possesses a full range of application management, strategic management, business process improvement, financial management, strong leadership and influencing skills.
• Excellent presentation and communication skills, with a demonstrated ability to foster effective relationships with stakeholders and business partners at all levels.
• Understands, explains and presents complex ideas to audiences at all levels in a persuasive and convincing manner.
• Has a broad and deep business knowledge, including the activities and practices of other organizations.

Education

Required:

• Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 5 years leadership experience in relevant area of business or equivalent experience.
• 6 years CRM experience.
• 2 years leading and implementing of Power Platform solutions.
• Excellent communication and analytical skills.
• Expertise of the Power Platform Center of Excellence (COE) and all governance components.
• Comfortable facilitating functional workshops with customers, document/capture requirements, and design appropriate solutions.
• Familiar with DevSecOps or other similar enterprise planning and delivery tools.
• Experience communicating and translating technical concepts to non-technical customers and business leaders.
• Experience in business application and app-modernization concepts including no-code/low-code orchestration, application tools and chat bots.