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Manager CRM, Customer Management and Automation

Location: 

New Haven, CT, US, 06511

Category:  Information Technology

Overview

The CRM Manager, will play an integral role in managing our enterprise rollout of the Dynamics solution, working with users to understand needs and business processes and help 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 lead a multi-disciplinary team of engineers, business analysts, test analysts and scrum/project managers in the requirements, design, development, configuration and modification, and testing of the Microsoft Dynamics platform. 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.

Core Responsibilities

  • Manage the staff and operations for assigned area, including resource management; hiring recommendations, performance appraisals including developing and monitoring performance standards, succession planning, and all related employment issues. Ensures adherence to company policy.
  • Train or provide appropriate training and development for employees; provide direction, coach, provide feedback and support, counsel and motivates employees. Foster a positive, supportive, and fun work environment while providing opportunity for team members to try new roles and take on new responsibilities.
  • Ensure that all components of the solutions integrate effectively into the overall IT Architecture and meet all regulatory and compliance guidelines.
  • Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.
  • Provide oversight in the implementation and maintenance of business and enterprise software solutions.
  • Act as the point of contact for business to escalate issues related to your portfolio.
  • Ensure projects are executed with full adherence to enterprise project management practices by participating in formal and informal training and tracking & reporting key metrics.
  • Monitor project progress, timelines and budget. Identify, highlight and manage risk appropriately.
  • Collaborate with internal stakeholders (Business and IT leaders).
  • Lead meetings with internal and external customers to understand business needs. Use business, industry and technology strategies to map customer requirements to the adoption and optimization of Microsoft Dynamics
  • Serve as internal D365 expert and champion

Skills Qualifications

  • Proven experience in overseeing the direction, development and implementation of CRM solutions
  • Proven experience managing diverse and rapidly evolving CRM platform and solutions
  • Proven experience leading and managing technology teams in the delivery of business outcomes
  • Strong experience in functional & technical analysis/design
  • Proven track record of leading, managing and developing high performing teams.
  • Possesses a full range of application management, strategic management, business process improvement, financial management, strong leadership and influencing skills
  • Excellent presentation and communication skills
  • 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
  • Has a deep understanding of the industry and the implications of emerging technologies for the wider business environment
  • Experienced in application management delivery methodologies (agile, iterative, DevOps, waterfall, testing, micro-services, lean six sigma, etc.)

Education

Required:

  • Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 5+ years leadership experience in 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 chat bots.
  • Strong skills in CRM platforms, like  Microsoft Power

Physical Demands


Nearest Major Market: New Haven
Nearest Secondary Market: Hartford