S&P N. America IT CRM Manager

Are you passionate about transforming business challenges into innovative software solutions? Are you motivated to lead change enterprise wide, connecting business strategy with technology? If so, we're looking for you!

As part of our global IT team the Soler & Palau North American Customer Relationship Manager (CRM) – CRM serves as the strategic liaison between IT and business units to ensure the organization maximizes value from its Customer Relationship Management (CRM) platforms. This role blends business analysis, relationship management, CRM expertise, and technology strategy to drive business outcomes, enhance customer experience, and support digital transformation initiatives.

Key Responsibilities:

Strategic Partnership & Relationship Management

• Act as the primary point of contact between IT and key business stakeholders for CRM-related initiatives.
• Develop a deep understanding of business goals, processes, and challenges to translate them into CRM capabilities and technology requirements.
• Build and maintain strong relationships with business leaders, ensuring alignment between IT strategy and business priorities.
• Advocate for business needs within IT while promoting IT capabilities to the business.

CRM Strategy & Roadmap Development

• Collaborate with business and technical teams to define the CRM roadmap, ensuring alignment with organizational strategy.
• Identify opportunities to leverage CRM tools (e.g., Dynamics 365, Salesforce) to enhance customer engagement, sales efficiency, marketing automation, and service performance.
• Drive adoption of CRM best practices and ensure consistent usage across the organization.

Requirements Gathering & Solution Delivery

• Lead requirements elicitation, documentation, and validation for CRM enhancements and new features.
• Partner with IT delivery teams, developers, and vendors to ensure solutions meet business needs.
• Oversee the end-to-end lifecycle of CRM initiatives, including planning, testing, rollout, and change management.

Change Management & Training

• Develop and execute change management strategies to ensure successful CRM adoption.
• Coordinate training plans, user documentation, and communication to ensure smooth onboarding and ongoing engagement.
• Serve as an escalation point for CRM-related issues and improvement opportunities.

Governance, Performance & Continuous Improvement

• Monitor CRM system performance and user experience, recommending enhancements and optimizing workflows.
• Ensure adherence to data governance, IT security, and compliance requirements.
• Track KPIs and produce reporting on CRM utilization, business impact, and project progress.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.