Customer Relationship Management Manager

HMG America LLC is the best Business Solutions focused Information Technology Company with IT consulting and services, software and web development, staff augmentation and other professional services. One of our direct clients is looking for (Title) in (Location). Below is the detailed job description.

Role:
Delivery Manager (CRM)

Location:
King of Prussia, PA or Raleigh NC.

Mode of work:
Hybrid (3-4 days a week)

Contract and Full-Time

Note:
Need resource who worked on CRM migration project from preferably Salesforce to dynamics 365, should have managed Large CRM and complex migrations.

Role Summary

Lead end-to-end delivery of a complex enterprise migration from Salesforce to Microsoft Dynamics 365 (Customer Engagement/CRM), ensuring on-time, on-budget execution with minimal business disruption. You will own planning, execution, risk management, stakeholder engagement, quality, and cutover, coordinating multi-disciplinary teams across business, technology, and vendors.

Key Responsibilities

• Own the delivery plan, milestones, and dependencies across discovery, design, build, data migration, testing, training, and cutover.
• Establish and run governance: steering committees, RAID management, change control, status reporting, and decision logs.
• Define delivery methodology (Agile, Hybrid, or SAFe) and cadence; ensure adherence to Definition of Ready/Done and quality gates.
• Baseline scope and manage change with clear impact assessments.
• Build and maintain the integrated project schedule and critical path; manage slippage proactively.
• Own budget, forecasting, burn, and variance; optimize resource planning and vendor spend.
• Serve as primary delivery contact for business sponsors, IT leadership, and external partners.
• Create and execute a communication plan tailored to exec, business, and technical audiences.
• Drive alignment on MVP vs. phased scope and manage expectations with transparent metrics.
• Lead cross-functional teams:
  Product Owners, Solution/Technical Architects, Data/ETL, Integration, QA, Security, Training, and Support.
• Remove blockers, cultivate accountability, and ensure clear roles and responsibilities (RACI).
• Mentor and coach delivery leads, scrum masters, and workstream owners.
• Run a proactive RAID process with clear owners, due dates, and mitigation paths.
• Manage external dependencies (e.g., upstream data sources, third-party apps, legacy decommissioning).
• Escalate early with evidence and options; drive decisions to closure.
• Define and manage cutover runbook, go/no-go criteria, contingency and rollback plans, and hypercare.
• Coordinate integration design and sequencing for APIs, events, and batch jobs.
• Govern environment strategy (DEV, TEST, UAT, PRE-PROD, PROD) and refresh cadence.
• Ensure CI/CD pipelines, automated testing, and release orchestration via Azure Dev Ops.
• Ensure adherence to security policies, data privacy (e.g., GDPR), and audit requirements.
• Coordinate role-based access, segregation of duties, and secure data handling.
• Partner with Change Management to deliver training, readiness, comms, and adoption plans.
• Manage SOWs, deliverables, SLAs, and performance for system integrators and tooling vendors.
• Conduct periodic reviews; resolve escalations and enforce contractual obligations.

Required Qualifications

• 15+ years in technology delivery with 5+ years managing large CRM programs or complex migrations.
• Proven end-to-end leadership of at least one Salesforce to Dynamics 365 migration (or equivalent cross-platform CRM migration).
• Strong understanding of Dynamics 365 CE apps, Power Platform, and Salesforce data/process models.
• Hands-on program delivery with Agile/Hybrid methods and Azure Dev Ops or Jira.
• Data migration expertise: mapping, deduplication, data quality, reconciliation, and cutover.
• Integration experience with REST APIs, middleware, and event/batch patterns (Azure Integration Services or equivalent).
• Excellent stakeholder management, executive communication, and negotiation skills.

Preferred Qualifications

• Certifications:
  
  PMP or PRINCE2;
  Scrum Master or SAFe; ITIL;
  Microsoft Certified (Dynamics 365 Functional Consultant, Power Platform);
  Salesforce Administrator or Consultant;
  Prosci (or equivalent change management).
• Experience with migration tooling (e.g., Kingsway Soft, SSIS, Azure Data Factory) and test automation.
• Background in regulated industries and global rollouts.

Core Competencies

• Leadership and decision-making under ambiguity.
• Delivery planning, critical path management, and dependency control.
• Risk-based thinking and issue resolution.
• Financial acumen: forecasting, cost control, and benefits tracking.
• Communication: executive-ready reporting, clear storytelling with metrics.
• Collaboration and conflict resolution across business and IT.