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Project Lead Customer Relationship Management

3 months ago

Middle River, United States CBTS Full time

CBTS is seeking an IT Project Manager for a new CRM System implementation with a client in Middle River, MD. This role will require onsite support working alongside technicians and developers driving new and enhanced CRM platforms.


Tasks and Management Deliverables

  • Translate the Contact Center Manager’s projects and priorities into specific tasks and deliverables to ensure efficient project completion.
  • Create and execute project work plans, revising as necessary to meet changing needs and requirements.
  • Coordinate schedules to facilitate the timely completion of tasks and other project deliverables.


Stakeholder Collaboration and Communication

  • Proactively communicate and collaborate with both external and internal customers to analyze information needs and functional requirements.
  • Clarify customer requirements and communicate them to internal stakeholders in an actionable manner.
  • Successfully engage in multiple initiatives simultaneously, ensuring continuous stakeholder collaboration.


Requirement Elicitation and Analysis

  • Pro-actively work with stakeholders to elicit program requirements, advocating for the optimal use of technology to develop solutions that improve current practices and outcomes.
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, and abstract up from low-level information to a general understanding.
  • Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.


Risk Management

  • Review project risk and risk mitigation activities, ensuring that potential issues are identified and addressed proactively.


Documentation and Guidance

  • Ensure project documents are complete, current, and stored appropriately.
  • Provide technical and analytical guidance for Customer Relationship Management (CRM) systems and processes.


Position Requirements

  • Bachelor’s degree and 10+ years Project Management experience
  • Previous CRM Development experience is required. Call Center environment is highly preferred.
  • Experience in providing excellent written and oral communication skills, by means of email, presentations and mobile communication platforms.
  • Experience establishing goals and meeting project plan objectives
  • Excellent verbal and written communication skills
  • Customer interface experience
  • Excellent teamwork skills


Desired Qualifications

  • Software development and testing experience
  • Systems engineering/business analyst experience
  • Scrum Master or other Agile certifications
  • Excellent organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
  • Effective communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
  • Ability to multi-task and deal with minimal direction in some cases or issues that are not always clearly defined.
  • This is a Hybrid position. Candidate must work on-site in Middle River, Maryland 3 or 4 days a week.



CBTS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.