Overview & Responsibilities The CRM Manager Strategy is a pivotal role in delivering a best-in-class experience. This role serves as a liaison between multiple business user groups and global teams including marketing, product management, sales, I.T., business operations, compliance, and technology to uncover business needs, align with business processes, and enable solutions leveraging our CRM tools and capabilities.
Overall technical responsibility for the CRM platform, including API integrations, monitoring/maintaining security profiles, and system configuration.Develop a prioritized backlog of architectural/platform requirements as part of the CRM platform vision & architectural roadmap.Provide technical recommendations for business needs backed by comparative analysis of technical solution options.Research & recommend various technologies & solutions to achieve desired business outcomes.Team with the company's Marketing Automation administration to ensure integration between Microsoft Dynamics CRM and the marketing software platform for technical, data & process effectiveness, ensuring that Dynamics CRM meets the requirements of global & regional marketing.Ensure compliance with all established architecture standards, as well as follow the systems development life cycle and project management life cycle processes.Document and manage future requirements, translating business requirements into functional specifications for use in additional phases of CRM implementation, aligning with Microsoft Dynamics CRM release schedule and interfacing technologies.Understand, interpret, and diagnose technical & operational problems, troubleshooting performance and operational issues within the Dynamics CRM ecosystem.Perform root-cause analysis & problem escalation internally and with supplier resources.Collaborate with Microsoft customer success management and technical support services to escalate technical/functional issues, managing the escalation process internally to ensure effective communication and problem resolution.Assist the Head of Sales & Marketing Operations in developing & implementing operational best practices and processes.Help onboard, train, support, and mentor CRM users around the company.Take responsibility for meeting goals, objectives, obligations, and solving problems.Achieve quarterly and annual objective targets.Minimum Requirements: Bachelor's degree in Business Management, Computer Science, or a closely related field or equivalent experience.Microsoft Dynamics CRM certifications.7+ years supporting and/or implementing Microsoft Dynamics CRM, ideally within a B2B enterprise sales & marketing organization.3+ years of management experience with proven experience leading teams and collaboration groups.Proven track record of evaluating business and technology needs and translating that understanding into configuration of CRM and/or technical specifications for custom development.Experience in overseeing and managing own time while meeting strict deadlines.Process-oriented, with excellent problem-solving skills and technical aptitude.English language proficiency, ideally to B2 or higher, to facilitate business and technical discussions with globally distributed teams.Aptitude to take a senior role on complex projects.Ability to work seamlessly within a team, as well as manage individual tasks.Ability to quickly learn by self-teaching techniques without significant instruction.Build and maintain positive relationships and actively contribute as a member of working teams to achieve results.Proficient in MS Office Suite including Excel, Word, PowerPoint, and Outlook.Outstanding listening, analytical, organizational, and time management skills.Keen understanding of core CRM principles, knowledge of the prospect & customer lifecycle.Familiarity with relational databases, Master Data Management (MDM), and related concepts.Experience in creating system views, entity management, security management, user management, and solution migration for MS Dynamics 2013/2015/365.
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