CRM Implementation Program Manager

3 days ago

Reston, Virginia, United States Zeektek Full time
Role

As a seasoned professional, you will lead the implementation of Customer Relationship Management (CRM) solutions, guiding a matrix team of employees and vendors to achieve strategic objectives. With a strong background in CRM, you will develop and maintain positive relationships with stakeholders and senior leadership, ensuring seamless program delivery.

Key Responsibilities
  • Manage all aspects of CRM implementation program delivery, including resource assignment, planning, scope, timeline, and budget.
  • Develop and maintain professional relationships with project stakeholders and senior leadership.
  • Collaborate with internal stakeholders and vendors to ensure alignment of scope and expectations.
  • Act as the primary point of contact for questions about the CRM implementation and communicate effectively with users and stakeholders.
  • Ensure program adherence to scope, timeline, and budget, and proactively address any anticipated changes, issues, risks, or delays.
  • Liaise with upper management to communicate timelines and scope of ongoing and future implementations and modifications.
  • Collaborate with corporate and regional departments, legacy applications, vendors, and project teams to ensure uninterrupted workflow and efficient processes.
  • Develop and maintain subject matter expertise on CRM functionality, focusing on standardization across the enterprise.
  • Plan, execute, and manage internal CRM training for new and existing employees on the proper use of the CRM application.
  • Oversee and manage the documentation of business requirements, functional requirements/specifications, interface requirements, data conversion requirements, implementation requirements, use cases, scope changes, and design documentation.
  • Facilitate project meetings and provide timely status updates to management and relevant stakeholders on project status, including budget, task completion, timeline, potential risks, and scope.
  • Participate in the development and continual improvement of organizational standards, methodologies, procedures, and tools.
  • Deliver solution-based recommendations to keep the program on track.
  • Manage project budget, including outlining recommended resource allocation by quarter, driving budget approval, processing invoices, onboarding new vendors as needed, and more.
  • Drive ongoing alignment on project plans, priorities, and deliverables among the business team, technology, and other key stakeholders.
  • Manage multiple project timelines in parallel, keeping owners accountable for deliverables and deadlines and escalating any risks or dependencies.
  • Complete project status reporting on a timely and regular basis and maintain a Project Document Repository (e.g., SharePoint, MS Teams) to house key documents.
  • Manage vendors, including onboarding, legal, and finance requirements (SOWs, budgets), coordinated project plans, and communications.
Qualifications
  • A combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is: Six years required, ten years' experience preferred, of project and program management.
  • Five years of CRM implementation experience, including proven success in leading CRM strategy and program implementation.
  • Experience with PMP and agile project management; PMP, PMI, CSM certifications preferred.
  • Experience setting up and using project management software, such as MS Project, Planview PPM, etc.
  • Proven success in delivering on-time, on-budget implementations (must have budgeting control experience).
  • Proven success in proactively managing risks, financials, decisions, opportunities throughout a program lifecycle.
  • Six Sigma certification a plus.
  • Organizational Change Management experience.
  • Proven ability to drive results in lean, fast-paced environments.
  • Experience collaborating effectively with business, operations, and tech teams to execute plans, implement technology, and scale solutions.
  • Outstanding drive for results and sense of accountability for outcomes.
  • Ability to manage long-running processes and projects.
  • Ability to develop and mentor others.
  • Proactive, solution-oriented strategic thinker comfortable with decision-making.
  • Ability to prioritize own work, as well as the team's work, based on business objectives and relative urgency in the organization.
  • Excellent communication and facilitation skills.
  • Incredibly organized with strong interpersonal and communication skills.
  • Experience with MS Office tools.
  • Must have strong experience interfacing/interacting with executives and vendors.
  • Accounting and Operations Knowledge and experience a plus.
  • Principles of employee training, supervision, and evaluation.
  • Supervisory techniques, resource allocation, planning, and budgeting.
  • Bachelor's degree in business, Computer Science, or a related field required.
  • Valid Driver's License required.

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