Manager CRM

Senior Manager, CRM

About the Role

We're looking for a Senior Manager, CRM to take full ownership of our customer relationship management platforms currently Salesforce and Microsoft Dynamics and the business outcomes they're meant to drive. This is not a pure administrator role and not a pure strategist role: it's both. You'll be hands-on in the system day to day while also owning the operating model, the roadmap, and the long-term plan to consolidate our two platforms into a single CRM instance.

You will be the single point of accountability for three things: the system working, the team delivering, and the business (Sales, Marketing, and Customer Service) actually getting value out of it.

What You'll Own

1. Platform & Technical Ownership

• Serve as the senior-most owner/administrator for both Salesforce and Dynamics 365, including configuration, security model, data model, integrations, automation (flows/workflows/plugins), and release management.
• Own system health: data quality, performance, uptime, technical debt, and the integrity of integrations with adjacent tools (marketing automation, CPQ, billing, support/ticketing, data warehouse, etc.).
• Lead the evaluation, business case, and execution plan for consolidating Salesforce and Dynamics into a single target CRM platform including data migration strategy, de-duplication, and change management (platform of record TBD).
• Maintain a governed roadmap of enhancements, balancing quick fixes, structural improvements, and the longer-term consolidation effort.
• Ensure compliance, data privacy, and access-control standards are built into the platform (e.g., role hierarchies, field-level security, audit trails).

2. Operating Model & Team Leadership

• Define and run the operating model for CRM: how requests get submitted, triaged, prioritized, built, tested, and released; how incidents get resolved; how changes get communicated.
• Build and lead the CRM team (administrators, analysts, and/or developers in-house and/or contracted), setting goals, growing skills, and holding the team accountable for delivery quality and speed.
• Establish governance: a steering group or intake process involving Sales, Marketing, and Service leadership so platform decisions reflect real business priorities rather than the loudest request.
• Own vendor and implementation-partner relationships where applicable (Salesforce, Microsoft, etc.).
• Manage the CRM budget, including licensing, third-party tools, and contractor/implementation spend.

3. Business Outcomes

• Translate Sales, Marketing, and Service strategy into CRM capabilities you own making sure the system reflects how the business actually wants to operate, not just how it's always been configured.
• Define and track the metrics that prove the CRM is delivering value (e.g., adoption/usage rates, data quality scores, pipeline/forecast accuracy, lead-to-opportunity conversion, case resolution time, campaign attribution accuracy) and report on them to leadership.
• Drive user adoption through training, documentation, enablement, and a genuine feedback loop treating low adoption as a problem to solve, not a user problem to complain about.
• Partner directly with Sales, Marketing, and Service leaders as a trusted advisor pushing back with data when a request will create more harm than value, and proactively flagging where the platform could better support their goals.
• Own the narrative and roadmap communication to executive stakeholders: what's working, what isn't, what's coming, and why.

What Success Looks Like

• The CRM is reliable, trusted, and the "single source of truth" teams actually use not a system they work around.
• Sales, Marketing, and Service leaders see the CRM team as a strategic partner.
• A clear, resourced plan exists (and is being executed) to consolidate onto one platform.
• The CRM team has clear priorities, manageable workload, and growth paths.
• Data quality, adoption, and process-adherence metrics are trending in the right direction and tied to actual business results (pipeline, conversion, retention, efficiency).

What You'll Need

Experience

• 7+ years working directly in CRM administration, implementation, or CRM-focused operations, including hands-on configuration/admin work in both Salesforce and Microsoft Dynamics (or strong depth in one with solid working knowledge of the other).
• 3+ years managing a team and/or owning a platform at the "senior admin/manager" level accountable for roadmap, delivery, and stakeholder relationships, not just ticket resolution.
• Demonstrated experience leading or significantly contributing to a CRM migration, consolidation, or major re-platforming effort.
• Experience building or running an intake/governance process for a shared business system.
• Track record of partnering with Sales, Marketing, and/or Customer Service leadership, including translating ambiguous business requests into a scoped, sequenced plan.

Skills

• Strong hands-on skills in at least one platform: declarative configuration (objects, flows/workflow rules, validation rules, page layouts, permission sets/security), with working fluency in integrations and data models.
• Comfort with data: SQL or similar, data quality/deduplication practices, and reporting/dashboarding (Salesforce Reports/Dashboards, Power BI, or similar).
• Project and change management skills can run a roadmap, manage a budget, and sequence a multi-quarter consolidation initiative.
• Excellent stakeholder management and communication; able to flex between a technical conversation with a developer and a business-outcomes conversation with a VP of Sales in the same day.
• People management experience: hiring, coaching, performance management.

Nice to Have

• Relevant certifications (e.g., Salesforce Administrator/Advanced Administrator, Microsoft Dynamics 365 certifications).
• Experience with marketing automation platforms (e.g., Marketo, HubSpot, Dynamics Marketing) and their integration with CRM.
• Experience in a B2B SaaS, enterprise sales, or similarly complex go-to-market environment.
• Prior experience running a formal RFP or platform-selection process.