CRM Platform Manager

CRM Platform Manager

US-MA-Boston

Job :

# of Openings: 1

Category: Information Technology

Boston

At Shawmut Design and Construction, we take pride in the culture we've built as a 100% employee‑owned company—one that's been recognized with more than 100 Best Place to Work awards. We've been honored as a National Fortune Best Workplace, a Fortune Best Workplace for Women, Millennia ls, and Parents, and one of America's Best Employers by Forbes—along with numerous regional recognitions across our 15 offices nationwide.

• Health, Dental, and Vision Insurance.
• Employee Stock Ownership Plan (ESOP)
  Be an employee-owner!
• 401(K) with Company Match Receive a company match up to 4% of your eligible pay.
• Generous Paid Time Off vacation and sick time, 12 holidays, summer Fridays, and a yearly volunteer day.
• The Extras Cell phone, laptop, tuition reimbursement, pet insurance, financial planning services, and more.

Shawmut is seeking an experienced CRM Platform Manager to own and optimize our Microsoft Dynamics 365 environment. This role serves as the primary technical and functional owner of the D365 platform, ensuring it supports sales, marketing, customer service, and field operations across our construction‑focused business. The ideal candidate brings a blend of platform administration expertise, business process knowledge, and experience working in or with the construction, architecture, engineering, or real estate industries.

• Serve as the primary owner and administrator of the Microsoft Dynamics 365 CRM platform, including Sales, Customer Service, and Field Service modules.
• Manage system configuration, customization, security roles, business rules, workflows, and Power Automate flows.
• Oversee integrations with other enterprise systems (ERP, project management, estimating, document management, etc.).
• Coordinate platform upgrades, patches, and release management in alignment with Microsoft's update cadence.
• Maintain data quality, governance policies, and compliance standards within the CRM.

• Partner with Sales, Marketing, Preconstruction, Project Management, and Customer Service teams to translate business requirements into CRM solutions.
• Design and optimize lead‑to‑opportunity, bid management, and client lifecycle workflows specific to construction operations.
• Develop and maintain dashboards, reports, and analytics using Power BI and D365 native reporting to drive data‑informed decision‑making.
• Champion CRM adoption across the organization through training, documentation, and change management initiatives.
• Collaborate directly with the Chief Revenue Officer (CRO) and Business Development team to continuously review and refine business processes, implementing updated workflows and automation within D365 as processes evolve to ensure the platform remains aligned with revenue strategy and operational goals.

• Evaluate and recommend third‑party solutions, App Source add‑ons, and custom development to extend platform capabilities.
• Manage relationships with Microsoft partners, implementation consultants, and internal development resources.
• Define the CRM technology roadmap in alignment with organizational growth goals and digital transformation strategy.
• Ensure platform scalability and performance as the business expands into new markets or service lines.

• Provide Tier 2/3 support for CRM‑related issues, triaging and resolving escalations.
• Mentor and guide junior team members, power users, and business analysts on D365 best practices.
• Coordinate with cybersecurity and compliance teams to ensure CRM data handling meets industry and regulatory standards.

• Must have 5+ years of hands‑on experience managing or administering Microsoft Dynamics 365 (CRM / CE).
• Strong knowledge of D365 modules:
  Sales, Customer Service, and/or Marketing.
• Experience with the Power Platform (Power Apps, Power Automate, Power BI).
• Proficiency in D365 customization: entities, forms, views, business rules, security roles, and plugins.
• Proven ability to gather…