CRM Project / Support Manager

• CRM Project & Support Manager is responsible for leading the implementation, 
• enhancement, support, and continuous improvement of the organization's CRM 
• platform. This role combines project management, application support, vendor 
• management, stakeholder engagement, and business process optimization to ensure 
• the CRM solution delivers maximum business value and operational efficiency.

Key Responsibilities

Project Management 

• Lead end-to-end CRM implementation, upgrade, migration, and enhancement projects. 
• Develop project plans, timelines, budgets, and resource allocation. 
• Coordinate cross-functional teams across business and IT. 
• Manage project risks, dependencies, and issue resolution. 
• Ensure projects are delivered on time, within scope, and within budget. 
• Conduct project status meetings and provide executive reporting.  

CRM Application Management 

• Own the day-to-day management of the CRM platform. 
• Manage application releases, patches, upgrades, and new feature deployments. 
• Define and maintain CRM governance and roadmap. 
• Ensure high availability and optimal system performance. 

Application Support (AMS) 

• Manage Level 2 and Level 3 production support. 
• Ensure SLA compliance for incidents, service requests, and problem management. 
• Coordinate root cause analysis and implement preventive measures. 
• Monitor application health and performance. 
• Manage production deployments and change requests. 
• Maintain support documentation and knowledge base. 
• Maintain application documentation, SOPs, and process flows 
• Ensure compliance with data privacy and security policies. 

Business Engagement 

• Partner with Product Specialist and Business champions 
• Gather and prioritize business requirements. 
• Conduct workshops, demonstrations, and solution reviews. 
• Manage user acceptance testing (UAT) and business sign-offs. 

Vendor & Partner Management 

Manage external implementation partners and support vendors. 

Review deliverables and ensure quality standards.                                                                            Monitor vendor SLAs and performance. 

Manage contracts, licensing, and support renewals.

Rollout, Adoption & Change Management 

• Lead and support CRM rollouts, migrations, and enhancements across the region. 
• Drive user adoption through targeted training, communications, and engagement activities. 
• Identify adoption challenges and implement practical improvement initiatives.

User Support & Continuous Improvement 

• Provide advanced functional support in collaboration with IT and support teams. 
• Capture and analyze user feedback to inform ongoing product enhancements. 
• Monitor system performance and usage trends to drive continuous improvement.

Data Quality, Reporting & Insights 

• Ensure high standards of data quality, consistency, and compliance. 
• Support stakeholders with actionable CRM insights, dashboards, and reporting. 
• Partner with data teams to improve forecasting, pipeline visibility, and analytics capability.
• Bachelor's degree in Information Technology, Computer Science, Business, or 
• related field. 
• PMP, PRINCE2, Agile, Scrum, ITIL, or CRM certifications are an advantage
•  6–8 years of experience in CRM implementation and application support. 
• Minimum 3–5 years managing CRM projects and support teams. 
• Experience working with global or regional business teams. 
• Experience managing third-party vendors and AMS providers. 
• Strong knowledge of CRM lifecycle management and enterprise application 
• support. 

Technical & Functional Knowledge 

• SQL and database fundamentals 
• APIs and system integrations (REST/SOAP) 

Azure DevOps and ServiceNow 

• Basic understanding of ETL and middleware platforms
• CRM configuration (objects, fields, workflows, validation rules, dashboards). 
• User Acceptance Testing (UAT) and release coordination. 
• Data governance, quality management, and reporting.
• Familiarity with integrations and enterprise data platforms is an advantage 

Key Competencies 

Project Planning & Execution 

• Product ownership mindset 
• Strong accountability and Customer Focus 
• Change management and user enablement 
• Strong collaboration across business and technology
• Continuous improvement focus