CRM Manager

3 weeks ago

New Haven, Connecticut, United States NESCO Inc Full time
Job Description

The CRM Manager plays a pivotal role in 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.

Key Responsibilities
  1. Lead, mentor, and manage a team of IT professionals, providing guidance, training, and support.
  2. Manage the CRM system, leading the implementation, integration, configuration, and maintenance, ensuring optimal performance, reliability, and long-term sustainability.
  3. Train or provide appropriate training and development for employees, providing direction, inspirational leadership, professional coaching, feedback, and support.
  4. 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.
  5. Ensure that all components of the solutions integrate effectively into the overall IT Architecture and meet all regulatory and compliance guidelines.
  6. Provide oversight in the implementation and maintenance of business and enterprise software solutions.
  7. Collaborate with and act as the point of contact for business to escalate issues related to your portfolio.
  8. Ensure projects are executed with full adherence to enterprise project management practices by participating in formal and informal training and tracking & reporting key metrics.
  9. Monitor project progress, timelines, and budget.
  10. Identify, highlight, and manage risk appropriately.
Requirements

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

Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 5 years leadership experience in a 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 chatbots.

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