CRM Lead

CRM Application LeadDepartment: Business ApplicationsExperience Level: Emerging Technical LeadJob SummaryWe are seeking a motivated and detail-oriented CRM Application Lead I to support the ongoing administration, enhancement, and operational reliability of our Customer Relationship Management (CRM) platform. This role serves as a key liaison between on-shore and offshore technical teams, helping drive application support activities, backlog execution, release coordination, data quality initiatives, and user adoption efforts.The ideal candidate will have experience supporting CRM applications in a business environment, working within Agile delivery teams, managing user stories and enhancement requests, and collaborating with cross-functional stakeholders to deliver business value. This position offers an excellent opportunity for an emerging leader to develop expertise in CRM platform management while contributing to strategic business initiatives.Key ResponsibilitiesCRM Application Support & OperationsProvide day-to-day support for CRM applications, ensuring platform stability, reliability, and optimal performance.Monitor and troubleshoot application issues, escalating complex technical concerns when necessary.Coordinate incident resolution and support activities with business users and technical teams.Backlog Management & Enhancement DeliveryManage and prioritize CRM enhancement requests and support tickets.Collaborate with business stakeholders to gather, document, and refine business requirements.Translate business needs into user stories, acceptance criteria, and functional specifications.Track backlog items from intake through implementation and deployment.Ensure enhancements deliver measurable business value and align with organizational priorities.Agile Delivery & User Story ManagementParticipate in Agile ceremonies including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.Work closely with Product Owners, Business Analysts, developers, and business partners to define and prioritize work.Assist in effort estimation and sprint planning activities.Monitor progress of assigned user stories and support successful sprint execution.Contribute to continuous improvement initiatives within Agile delivery processes.CRM Integrations & Data ManagementSupport integrations between CRM platforms and connected business systems.Assist in monitoring interface health, troubleshooting integration issues, and validating data exchanges.Utilize tools such as Postman for API testing, validation, and troubleshooting as needed.Partner with development and integration teams to support enhancement and maintenance activities.Promote data integrity and consistency across CRM and integrated applications.Release & Change ManagementCoordinate CRM release activities and support deployment readiness efforts.Assist with release planning, testing coordination, and production validation.Support change management processes and documentation requirements.Partner with development teams to maintain deployment schedules and communicate release impacts.Participate in user acceptance testing (UAT) and post-deployment support activities.Data Quality & User AdoptionMonitor data quality metrics and identify opportunities for process improvement.Support data governance practices and compliance requirements.Work with stakeholders to improve CRM usage, data accuracy, and process adherence.Develop user guidance materials and assist with training initiatives.Advocate for CRM best practices across business teams.Core CompetenciesCRM Application ManagementCustomer-Focused Problem SolvingAgile Delivery PracticesUser Story & Backlog ManagementRequirements GatheringStakeholder EngagementRelease CoordinationData Quality & GovernanceIntegration SupportCommunication & CollaborationRequired Qualifications:Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent professional experience.2+ years of experience supporting CRM applications, business systems, or enterprise software platforms.Experience working with CRM platforms such as Salesforce, Microsoft Dynamics, or similar solutions.Understanding of CRM business processes including sales, customer service, marketing, or customer engagement workflows.Experience working within Agile or Scrum delivery environments.Familiarity with user story creation, backlog management, and requirement gathering.Basic understanding of APIs, integrations, and system-to-system data flows.Experience using Postman or similar tools for API testing and troubleshooting.Strong analytical, problem-solving, and organizational skills.Excellent written and verbal communication skills.Preferred Qualifications:Knowledge of data governance, reporting, and data quality management practices.Exposure to CI/CD processes and application lifecycle management.CRM-related certifications or training.Experience supporting business process improvement initiatives.Experience supporting Salesforce CRM or other cloud-based CRM platforms.Familiarity with release management and deployment processes.Experience working with Jira, Azure DevOps, or similar work management tools.