CRM System Expert

SANY America plans to migrate and upgrade its CRM platform from Salesforce to Microsoft Dynamics 365 CRM over the next 1–2 years, with the goal of building a customer‑centric digital platform covering marketing, sales, service, and dealer management.

We are seeking an experienced U.S.

-based CRM System Expert to work closely with China headquarters, business teams, and external implementation partners to drive CRM planning, implementation, operations, and continuous improvement.

This role will serve as the CRM system owner for SANY America and play a key role throughout the CRM transformation journey. The position will act as a critical bridge among business stakeholders, headquarters teams, implementation partners, and management. After go‑live, the role will continue to lead system optimization, business support, and digital innovation.

Position Title: CRM System Expert

Employment Type: Full-time

Work Arrangement: On-site required

Travel: Domestic U.S. and China travel may be required based on project needs.

Lead and support the Salesforce‑to‑Dynamics 365 CRM transformation project, including:

• Managing project scope, risks, and issues
• Participating in vendor selection and implementation consultant interviews
• Supporting business blueprinting, process design, and solution design
• Driving system configuration and development
• Coordinating system integration testing and user acceptance testing
• Supporting data migration planning, cutover, go‑live, and post‑go‑live support
• Maintaining project documentation and providing regular progress updates to management

Lead business requirement management and process optimization, including:

• Facilitating business workshops to gather and analyze requirements
• Driving standardization of CRM‑related business processes
• Reviewing requirement feasibility and priority
• Controlling unnecessary customization and development

Key business areas include:

• Sales Management: Leads, opportunities, quotations, territories, and sales performance
• Dealer and Key Account Management: Full lifecycle management of dealers and key accounts
• Service Management: Customer support, claims, service requests, and field service work orders
• Marketing Management: Campaigns, customer journeys, lead nurturing, and digital marketing
• Risk and Credit Management: Overdue payments, outstanding receivables, financing, credit ratings, and credit limits

After go‑live, ensure stable CRM operations and continuous improvement, including:

• User support, training, troubleshooting, and knowledge base development
• User access, permission management, and data governance
• Process optimization, functional enhancement, and change request management
• System upgrades, patch management, performance optimization, and health checks
• System monitoring
• Data analytics and management dashboards
• AI‑enabled innovation and use cases

Support the planning, implementation, and ongoing operation of related platforms, including:
End‑customer portal, Dealer portal, Dealer management system, Store management system and Other marketing management systems.

Required

• 8+ years of CRM implementation experience
• 4+ years of Microsoft Dynamics 365 CRM experience
• Experience participating in at least two full‑cycle large‑scale CRM implementation projects
• Prior experience as a core project member, module lead, or solution lead
• Strong understanding of sales, marketing, and service management processes

Preferred

• Experience migrating from Salesforce to Dynamics 365 CRM
• Multi‑country or multi‑entity rollout experience

Must be highly proficient in at least two of the following areas and familiar with the others:
Sales management, Customer service, Marketing management, Dealer management and Key account management

• Manufacturing experience is required. Experience in the following industries is preferred:
  Construction machinery, Heavy equipment, Industrial equipment and Automotive
• Target company experience may include:
  Caterpillar, Komatsu, Volvo Construction Equipment, John Deere and Hitachi Construction Machinery

Familiarity with the following end‑to‑end processes is required:

• Lead to order
• Opportunity to cash
• Marketing to lead
• Service to cash
• Warranty claims

Fluent English is required. Fluent Mandarin Chinese is preferred, with the ability to communicate effectively with China headquarters, U.S. business teams, and external consultants.

• Preferred majors include Information Systems, Computer Science, Business Administration, or Marketing