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CRM Program Manager

2 months ago

California, United States Zeektek Full time
Job Title: CRM Program Manager

At Zeektek, we are seeking a highly skilled and experienced CRM Implementation Program Manager to lead our customer relationship management initiatives. The ideal candidate will have a strong background in project management, CRM implementation, and team leadership.

Key Responsibilities:
  • Manage all aspects of CRM implementation program delivery, including resource assignment, planning, scope, timeline, and budget.
  • Develop and maintain positive and professional relationships with all project stakeholders and senior leadership.
  • Collaborate with internal stakeholders and vendors to ensure alignment of scope and expectations.
  • Point of contact for questions about the CRM implementation and responsible for internal communication with users and stakeholders.
  • Ensure program adherence to scope, timeline, and budget, and proactively act on any anticipated changes, issues, risks, or delays.
  • Liaison 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 team to ensure workflow is uninterrupted and as efficient as possible.
  • Ensure best practices are developed and subject matter expertise is maintained on CRM functionality focusing on standardization across the enterprise.
  • Plans, executes, & manages internal CRM training with new and existing employees about the proper use of the CRM Application.
  • Oversees and manages the documentation of business requirements, functional requirements/specifications, interface requirements, data conversion requirements, implementation requirements, use cases, scope changes, and design documentation.
  • Facilitates project meetings and provides timely status updates to management and relevant stakeholders on the project status, including a budget, task completion, timeline, potential risks, and scope.
  • Participates in the development and continual improvement of organizational standards, methodologies, procedures, and tools.
  • Delivers solution-based recommendations when issues arise to keep the program on track.
  • Manages project budget inclusive of outlining recommended resource allocation by quarter, helping drive the budget approval process, processing invoices, onboarding new vendors as needed, etc.
  • Drives on-going alignment on project plans, priorities, and deliverables among the business team, technology, and other key stakeholders.
  • Manages multiple project timelines in parallel, keeping owners accountable for deliverables and deadlines and escalating any risks or dependencies.
  • Completes project status reporting on a timely and regular basis Maintain Project Document Repository (e.g. SharePoint, MS Teams) to house the key documents.
  • Manages vendors inclusive of onboarding, legal, and finance requirements (SOWs, Budgets), coordinated project plans, and communications.
Requirements:
  • Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying.
  • 6+ years of project and program management experience, including CRM implementation experience.
  • 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, with 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 in a related field required.
  • Valid Driver's License required.