Senior Manager, CRM Implementation & Operations

Business Development

Remote, United States

-390

Full-Time/Regular

Job Summary

The Senior Manager, CRM Implementation & Operations is the single owner of AmSpec's Microsoft Dynamics 365 CRM platform. This role leads the first enterprise CRM deployment at AmSpec, manages the implementation vendor through go-live, and then runs the platform as a permanent function covering administration, user training, data governance, and commercial reporting. The platform will serve approximately 200 users across four business verticals and multiple regions.

The role sits within Global Commercial Excellence and translates the commercial processes defined by the EVP into system configuration, workflows, and reporting. It does not design the sales process; it makes the process executable in the system, keeps it consistent across verticals, and ensures the data the business relies on is accurate. Success depends on technical command of the platform combined with the ability to drive adoption through influence, working alongside regional and vertical commercial leaders.

Primary Duties and Responsibilities

Own the CRM roadmap and platform from selection through steady state. Serve as the accountable owner for Dynamics 365 across all four business verticals, setting priorities for configuration, enhancements, and release management, and ensuring the platform scales as users, regions, and use cases are added.

Lead the Phase 1 implementation by managing the implementation partner. Define requirements with commercial stakeholders, translate the commercial processes provided by Global Commercial Excellence into functional specifications, hold the vendor accountable to scope, schedule, and budget, lead user acceptance testing, and manage data migration and cutover planning. Escalate scope, cost, and timeline risks to the EVP early and with a recommendation.

Develop and deliver training and enablement for approximately 200 users globally. Build role-based training programs, quick-reference materials, and onboarding content, deliver sessions across regions and time zones, and provide ongoing support as processes and features change. Measure training effectiveness through usage and data quality rather than attendance.

Administer and maintain the platform day to day. Manage security roles and access, user provisioning, configuration changes, workflows, and dashboards, and serve as the first point of escalation for user issues. Maintain documentation, change control, and a release calendar so that modifications are tested, communicated, and traceable.

Own data governance and quality. Establish and enforce standards for account and contact records, account hierarchies and ownership, duplicate management, required fields, and pipeline stage definitions. Run regular data quality reviews and work with regional leaders to correct gaps.

Own commercial reporting and analytics. Build and maintain the dashboards and reports that give sales leadership visibility into pipeline, account coverage, activity, and the KPIs established through the commercial operating model. Ensure that the definitions behind each metric are documented and applied consistently across verticals.

Support adoption through influence and measurement. Track usage by region, vertical, and role, identify adoption gaps, and bring findings and recommendations to the EVP, who provides executive sponsorship and reinforcement. Build working relationships with regional and vertical leaders to resolve barriers to use before they become compliance issues.

Coordinate Phase 2 integrations. Work with IT, finance, and operations to scope and sequence integrations between the CRM and other enterprise systems, manage any integration…