Crm Product Manager

Overview:

Manage the CRM (Customer Relationship Management) system daily, including developing new features, implementing best practices, and optimizing performance.  Administer and maintain the CRM system, ensuring data accuracy, integrity, and security by performing regular backups, audits, and updates.  Be process-oriented, detail-oriented, and analytical by following standard operating procedures, documenting workflows, and solving problems.  Have in-depth knowledge of internal sales, marketing, and business processes by collaborating with stakeholders, understanding customer needs, and delivering value. 

Duties and Responsibilities:

1.   Product Strategy and Vision: 

• Design, oversee development, and ensure execution of the CRM system enterprise wide. 
• Collaborate with internal stakeholders to define operational workflows, define requirements, and confirm output. 
• Build and maintain collaboration and communication with internal sales teams for optimal customer leads. 
• Align CRM capabilities with business requirements and adjust workflow capabilities as needed. Track and ensure project milestones are met

2.  Data Analysis and Insights: 

• User Experience (US) Design: Collaborate with internal Data Analyst and Digital Marketing team for opportunities to improve CRM effectiveness, customer segmentations, and personalized experiences. 
• Collaborate with internal Data Analyst to oversee the monitoring, evaluation, and analysis of marketing campaign performance metrics. 
• Provide Senior Leaders and other key stakeholders with reporting and insights. 

 3.  User Experience/User Interface Design: 

• Work with developers to create intuitive and seamless workflow for the end user. 
• Monitor CRM adoption and user feedback to identify improvements to the CRM system for a better customer experience. 
• Manage CRM projects through entire lifecycle: assess and document processes, submit process improvement design and recommendations, translation of business requirements to technical requirements. 

4.  Training and Documentation: 

• Develop training materials and documentation to educate internal teams on CRM best practices, workflows, and features 
• Conduct training sessions and provide ongoing support to ensure effective adoption and utilization of the CRM platform. 

5.  User Research and Stakeholder Management: 

• Engage with users, both internal stakeholders and external partners to gather requirements, communicate product updates, and solicit feedback. 
• Build strong relationships with key stakeholders to ensure alignment and support for CRM initiatives. 

6.  Compliance and Security: 

• Ensure compliance with data protection regulations and implement security measures to safeguard customer data within the CRM system. 
• Stay abreast of industry standards and best practices related to CRM security and compliance. 

• Bachelor's degree in Business Administration, Marketing, Computer Science, or related field. 
• Proven experience (5 plus years) in product management, preferably in CRM or related software products, preference to candidates who have built/configured CRM. 
• Experience collaborating with development team/vendors to articulate business needs and objectives delivering solutions to meet those needs through the CRM product. 
• Strong understanding of CRM principles, methodologies, and technologies (e.g. Salesforce, HubSpot, Microsoft Dynamics). 
• Excellent communication skills with the ability to articulate complex concepts and collaborate effectively with cross-functional teams. 
• Strong analytical and problem solving skills, with a focus on data-drive decision-making. 
• Ability to prioritize and manage multiple projects in a fast-paced environment. 
• Experience in Agile methodologies is a plus. 

 Skills: 

• Product Management 
• CRM Expertise 
• Data Analysis 
• Tableau 
• User Experience (UX) Design 
• Project Management 
• Leadership 
• Professional Communication