Project Manager, CRM Systems

Contemporary Services Corporation•Los Angeles, CA

6d•Onsite

About The Position

The Project Manager, CRM Systems serves as the organization's single point of accountability for the client relationship management platform following its initial implementation. This role owns the vendor relationship, the configuration and ongoing build of the platform, the documentation and training infrastructure that supports it, and the roadmap that carries it forward. This position is responsible for turning a deployed system into an adopted, scalable, and growing solution across the organization. The role drives adoption, utilization, and expansion by identifying opportunities to increase engagement, remove barriers, and grow the system’s reach and impact. Functioning as both a hands-on practitioner and a strategic partner, this role sits between the software vendor and support partners, the end user population across branch operations, and the executive leadership that defined the platform's founding objectives. The Project Manager, CRM Systems is expected to build directly within the platform rather than route work to others, and to be equally effective configuring system automation, authoring end user documentation, and briefing executive leadership on adoption and return on investment.

Requirements

A bachelor's degree in Business, Information Systems, or a related field is required, or equivalent professional experience.
A minimum of five years in project management, business systems, or CRM administration, including at least three years administering a major enterprise CRM platform.
A vendor-issued administrator certification for a major enterprise CRM platform is required, held at hire or obtained within six months of start date.
Demonstrated hands-on configuration capability without developer support is required.
Direct experience developing end user documentation and delivering training to non-technical audiences is required.
Prior experience owning a software vendor or partner relationship is required.
Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint) and in enterprise CRM platform administration.
Demonstrated ability to configure data models, automated workflows, validation logic, user access and permission structures, reports, and dashboards without developer support.
Working knowledge of business intelligence and reporting tools, project management platforms, and knowledge management systems is required.
Ability to communicate complex technical concepts clearly and professionally, both verbally and in writing, to audiences ranging from front-line operational staff to executive leadership.
Exceptional written documentation skills and the ability to author instructional material that non-technical users can follow independently.
Ability to translate business requirements into technical specifications and technical constraints into business terms is essential.
Ability to apply sound technical and business judgment to platform issues involving multiple variables and competing stakeholder priorities.
Capable of performing root cause analysis on system defects, evaluating enhancement requests against business value and platform capability, and identifying where reported problems reflect training gaps rather than configuration defects.
Demonstrates the ability to assess tradeoffs between competing requirements and to advise leadership on the operational consequences of platform decisions.

Nice To Haves

Experience supporting an enterprise CRM in the post-implementation phase
Advanced or specialized platform certifications
Background in event operations, security services, staffing, or another field-based multi-site operating environment
Familiarity with email and calendar activity capture, CRM integration patterns, and API-based data ingestion

Responsibilities

Serve as the organization's primary point of contact with the CRM vendor, managing the account relationship, license allocation and entitlements, support case escalations, and evaluation of third-party applications against business need.
Perform hands-on platform configuration to deliver approved enhancements and remediate outstanding build gaps, including custom data objects and fields, automated workflows, validation rules, user permissions and access profiles, page layouts, record types, reports, and dashboards.
Manage configuration development, testing, and deployment through non-production environments, maintaining complete configuration documentation and change history.
Develop and maintain the organization's CRM documentation library, including process guides, data entry standards, role-based quick reference materials, and administrative runbooks.
Design and deliver role-based training and onboarding curriculum for users across all branch locations and functional roles.
Own the intake, triage, and resolution of end user issues, operating a defined support model with published intake channels, response expectations, and escalation paths.
Diagnose and resolve platform issues spanning automation, data validation, record visibility and sharing, data quality, and system integrations, performing root cause analysis rather than symptom resolution.
Drive measurable platform adoption across branch operations, building and supporting a network of branch-level power users and intervening where usage diverges from intended process.
Establish and operate a structured pathway for users and stakeholders to submit enhancement requests, triaging submissions against business value, effort, and platform fit.
Translate approved enhancement requests into documented business requirements and user stories, maintaining a prioritized backlog and communicating status transparently to requestors.
Own the multi-year roadmap for the organization's CRM footprint, assessing expansion opportunities against operational priority and organizational readiness and developing business cases for material investments.
Define, build, and report the metrics that demonstrate platform health and return on investment, including adoption and engagement, data quality and completeness, pipeline integrity, and process cycle times.
Maintain executive-facing reporting and coordinate CRM data connections supporting the organization's broader business intelligence and reporting environment.
Translate executive vision into operational requirements users can act upon, and translate front-line operational reality into terms that support executive decision-making.
Facilitate stakeholder sessions across branch operations and corporate leadership, surfacing tradeoffs directly and ensuring platform direction reflects both strategic intent and field practicality.
Establish and enforce data governance standards, including record ownership, data quality thresholds, and update responsibilities.