Enablement & CRM Lead

Overview

As the Enablement & CRM Lead, 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 embed 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, this position 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 deploy solutions that simplify workflows, improve usability, and increase adoption across sales systems and processes.

• 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 handoffs, 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, deployment, and adoption of CRM solutions.
• Support rollout of enterprise platform capabilities, features, and process changes from Global Go-To-Market Enablement into the Americas region, including communications, training, adoption support, and feedback loops.
• Represent regional business needs, constraints, enhancement requests, and usability concerns to Global Enablement and Platform Product teams.
• Submit and manage issue and enhancement tickets, request new functionality or integrations, and provide practical input into roadmap priorities with a focus on usability, data quality, and real‑world adoption.

• Onboard new users across functions through role-based, scenario‑driven training that reinforces CRM as the primary system for daily execution and decision‑making.
• Serve as the primary regional point of contact for CRM and enablement‑related end‑user support, troubleshooting, and operational issue resolution.
• Identify recurring issues, user behavior patterns, and adoption gaps, then recommend improvements that reduce friction and improve consistency at scale.
• Partner with regional Sales and Customer Service leaders to establish clear usage expectations, accountability, and adoption KPIs tied to business outcomes such as conversion, cycle time, and 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 to support accurate reporting, forecasting, analytics, and business decision‑making.
• Identify opportunities to improve platform efficiency through workflow optimization, automation, and insight‑driven or AI‑supported capabilities that reduce manual effort and improve sales effectiveness.
• Use CRM data and adoption insights to help business leaders understand…