Lead CRM Specialist

As the Enablement & CRM Lead for the Americas, you will act as a regional expert, facilitator, trainer, and trusted partner to ensure the effective, consistent, and value‑driven use of Microsoft Dynamics and Go‑To‑Market enablement tools across the end‑to‑end Lead‑to‑Cash lifecycle.

This role serves as the primary catalyst in the Americas to drive disciplined, insight‑driven lead management, opportunity execution, and customer handoffs, enabling measurable improvements in pipeline health, seller productivity, customer experience, and revenue outcomes.

The role will play a key part in embedding CRM and enablement platforms as the system of execution and source of truth, helping transition the region toward more data‑driven, intelligent sales workflows that reduce manual effort and improve decision quality.

Reporting to the Head of Global Go‑To‑Market Enablement (within the Business Transformation & Sales Excellence organization), this role bridges global enablement strategy and enterprise platforms with regional execution, while ensuring local adoption of evolving digital and AI‑enabled capabilities in a practical, business‑led manner.

The Lead is responsible for developing and executing regional enablement plans and partnering closely with subject matter experts (SMEs) and business stakeholders to successfully deploy solutions that simplify workflows, improve usability, and increase adoption across sales systems and processes.

To succeed in this role, you will be highly driven to:

• Establish and maintain data‑driven, actionable regional enablement and CRM playbooks, incorporating best practices and clear in‑flow guidance across Lead‑to‑Cash processes spanning Sales, Marketing, and Customer Service
• Develop and execute regional enablement plans for new capabilities, process changes, and system enhancements, ensuring readiness, alignment, and measurable behavioral and adoption outcomes tied to pipeline quality and business performance
• Actively support and improve lead management, routing, qualification, sales hand‑offs, and customer service transitions, ensuring clear signals, ownership, and execution consistency across the lifecycle

• Partner with functional SMEs, Sales Operations, Marketing, Customer Service, IT, and Digital/Platform teams to support the design, testing, and deployment of solutions that simplify workflows, improve data capture, and enable more intelligent, insight‑driven selling behaviors
• Roll out new enterprise platform capabilities, features, and process changes from Global Go‑To‑Market Enablement into the Americas region, including change communication, adoption support, and feedback loops to improve usability and effectiveness
• Represent regional business needs, constraints, and enhancement requests to Global Enablement and Platform Product teams, including:
  • Submitting and managing issue and enhancement tickets
  • Requesting new functionality or integrations
  • Providing practical input into platform and enablement roadmap priorities, with a focus on usability, data quality, and real‑world adoption

• Onboard new users across functions with role‑based, scenario‑driven training programs that reinforce CRM as the primary system for daily execution and decision‑making
• Serve as the primary regional point of contact for end‑user support, troubleshooting, and resolution of CRM and enablement‑related operational issues
• Identify recurring issues and usage patterns to proactively improve workflows, usability, and adoption at scale
• Partner with regional Sales and Customer Service leaders to establish clear accountability, usage expectations, and adoption KPIs tied to business outcomes (e.g., conversion, cycle time, forecast reliability)

• Audit CRM usage, behaviors, and workflows to identify adoption gaps, inefficiencies, and sources of friction, using data and usage patterns to prioritize improvements
• Establish and execute ongoing data governance, quality, and hygiene routines, ensuring accuracy, compliance, and high confidence in data used for decision‑making, forecasting, and…