Microsoft Dynamics CRM & Appian Technical Platform Manager

Trupanion • Seattle, WA

9d • Hybrid

About The Position

Trupanion is a leading provider of medical insurance for cats and dogs across North America. Our mission is simple: to help the pets we all love receive the care they need. We offer a collaborative, casual, and pet-friendly workplace where individuality and authenticity are encouraged. Position Summary The CRM & Appian Product Manager leads the strategy, governance, and optimization of our enterprise CRM and workflow automation platforms. This role blends product management ownership with platform administration leadership . You will partner with business stakeholders to define the roadmap, prioritize enhancements, and ensure delivery of scalable, well-governed solutions that enable Marketing, Operations, and other business teams. In addition, you will lead the team responsible for platform configuration, administration, automation, and release execution. US-based. Seattle preferred , with consideration for candidates in the Central or Mountain time zones . Seattle-based employees will follow a hybrid schedule, working from our casual, pet-friendly office at least three days per week.

Requirements

• Bachelor’s degree in Business, Information Systems, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in product management, CRM/platform ownership, or enterprise systems management
• Hands-on experience with CRM systems (e.g., Microsoft Dynamics CRM or similar) and workflow/automation platforms such as Appian
• Experience leading or mentoring platform administrators or configuration teams
• Strong understanding of CRM data models, workflow automation, permissions, reporting, and governance
• Experience managing backlogs, writing user stories, and prioritizing cross-functional initiatives
• Familiarity with system integrations, APIs, and enterprise architecture concepts
• Strong analytical skills with ability to define and track KPIs
• Experience working in Agile environments using tools such as JIRA and Confluence
• Excellent stakeholder management, communication, and organizational skills
• Ability to translate complex business processes into scalable system configurations
• Strong balance of strategic thinking and operational execution
• Detail-oriented with a focus on system integrity and sustainability
• Comfortable working across technical and non-technical teams
• Experience managing competing priorities in a dynamic environment
• Strong leadership and coaching capability

Responsibilities

• Platform Strategy & Product Ownership Partner with key business stakeholders to define the product vision, roadmap, and backlog for CRM and Appian platforms
• Align platform capabilities with company growth, retention, and operational objectives
• Translate business needs into scalable workflows, automations, system enhancements, and reporting capabilities
• Define and monitor success metrics (KPIs) such as user adoption, process efficiency, automation impact, SLA adherence, and data quality
• Balance strategic initiatives with ongoing operational support and platform stability
• Contribute to annual planning, roadmap development, and release planning
• Platform Administration & Team Leadership Lead and mentor the platform configuration/administration team (CRM and Appian administrators)
• Oversee workflow configuration, automation rules, case routing, forms, permissions, data models, and reporting dashboards
• Ensure strong governance, documentation, and change management practices
• Establish standards for configuration, release management, and system controls
• Identify risks, blockers, and technical debt; proactively drive resolution
• Support team member development and ensure alignment to performance and career goals
• Cross-Functional Delivery & Enablement Partner with Marketing, Operations, Finance, Compliance, and other internal stakeholders to enable business processes
• Collaborate with Engineering on integrations, APIs, and complex technical initiatives
• Lead backlog refinement, sprint planning, demos, and stakeholder reviews
• Conduct discovery with internal users (Voice of Business) to gather requirements and prioritize enhancements
• Ensure technical and operational considerations are incorporated into feature planning
• Drive alignment across platforms to reduce redundancy and improve system interoperability
• Governance, Data & Operational Excellence Establish and maintain data governance standards and role-based access controls
• Ensure data integrity, system reliability, and audit readiness
• Monitor platform performance, usage trends, and operational metrics
• Drive continuous improvement through automation and process optimization
• Maintain comprehensive system and process documentation

Benefits

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees