Associate Business Product Manager - CRM

Sherwin-Williams•Cleveland, OH

7d•$98,935 - $126,963•Onsite

About The Position

The Associate Business Product Manager - CRM supports the management, delivery, adoption, and continuous improvement of the CRM platform for the Performance Coatings Group (PCG). Working under the direction of the Business Product Manager – CRM, this role defines requirements, manages capability backlogs, supports delivery teams, and drives the adoption of CRM functionality. The position will contribute to larger product domains while independently managing smaller capabilities, enhancements, and operational improvements.

Requirements

Must be at least eighteen (18) years of age
Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
Must have a Bachelor’s degree or higher
Must have at least three (3) years experience in project or product management initiatives supporting business systems, CRM platforms, or enterprise applications
Must have experience leading requirements discovery, analyzing business processes, defining desired outcomes, and translating findings into actionable requirements or user stories

Nice To Haves

Have experience with CRM such as Salesforce or Microsoft Dynamics 365
Have experience working in Agile delivery teams
Have an understanding of sales, service, or marketing processes
Have experience participating in software implementation or enhancement projects
Have experience with Marketo or similar automation platforms
Have experience leading global projects

Responsibilities

Partner with the Business Product Manager- CRM to manage assigned areas of the CRM roadmap and independently maintain the backlog for assigned capabilities
Own smaller CRM capabilities and enhancements from intake through delivery and adoption
Lead requirements discovery for assigned capabilities and document business outcomes, process requirements, user stories and acceptance criteria
Evaluate and recommend backlog prioritization for assigned capabilities and support feature planning activities
Participate in product reviews, testing, and release readiness activities
Validate that delivered functionality meets agreed business outcomes and acceptance criteria
Make day-to-day decisions for assigned capabilities within established product strategy, governance, architecture and prioritization guardrails
Identify and communicate risks, dependencies, tradeoffs, and opportunities affecting assigned capabilities
Escalate decisions that materially affect other product areas, enterprise standards, roadmap commitments, or solution integrity to the CRM Product Management team
Build trusted relationships with business stakeholders across Sales, Service, Marketing, and Operations
Plan and facilitate requirement workshops, stakeholder interviews, process reviews and discovery sessions
Serve as a point of contact for assigned capabilities and functional areas
Help translate business needs into scalable CRM solutions
Communicate recommendations, risks, impacts, and tradeoffs to support informed stakeholder decisions
Represent assigned capabilities in cross-functional product, delivery and governance working sessions, as appropriate
Support Agile delivery teams by clarifying requirements, priorities, and acceptance criteria, and by validating delivered results against intended business outcomes
Participate in CRP, SIT, and UAT activities
Monitor adoption and identify opportunities for process improvement
Assist in measuring business value and user adoption of assigned CRM capabilities
Contribute data, stakeholder insights, adoption findings and business analysis to broader CRM roadmap and prioritization decisions
Triage and support the resolution of CRM-related issues
Support data quality, reporting, dashboards, and user support activities
Coordinate with technical teams to troubleshoot issues, evaluate potential solutions and recommend enhancement priorities
Create and maintain product documentation, training materials, and knowledge articles
Analyze recurring support issues and provide recommendations on how to alleviate them.