Senior CRM Implementation Program Manager

Role 

Guided by functional strategy, leads Customer Relationship Management (CRM) implementations and oversees a matrix team of Recology employees and vendors. 

Essential Responsibilities 

• Manages all aspects of CRM implementation program delivery including resource assignment and planning, scope, timeline, and budget.
• Develops and maintains positive and professional relationship with all project stakeholders and senior leadership.
• Collaborates with internal stakeholders and vendors to ensure alignment of scope and expectations.
• Point of contact for questions about the CRM implementation and is responsible for internal communication with users and stakeholders.
• Ensures program adherence to scope, timeline, and budget, and proactively acts on any anticipated changes, issues, risks, or delays.
• Liaison with upper management to communicate timelines and scope of ongoing and future implementations and modifications.
• Collaborates with corporate and regional departments, legacy applications, vendors and project team to ensure workflow is uninterrupted and as efficient as possible.
• Ensures best practices are developed and subject matter expertise is maintained on CRM functionality focusing on standardization across the enterprise.
• Plans, executes, & manages internal CRM training with new and existing employees about the proper use of the CRM Application.
• Oversees and manages the documentation of business requirements, functional requirements/specifications, interface requirements, data conversion requirements, implementation requirements, use cases, scope changes, and design documentation.
• Facilitates project meetings and provide timely status updates to management and relevant stakeholders on the project status, including a budget, task completion, timeline, potential risks, and scope.
• Participates in the development and continual improvement of organizational standards, methodologies, procedures, and tools.
• Delivers solution-based recommendations when issues arise to keep the program on track.
• Manages project budget inclusive of outlining recommended resource allocation by quarter, helping drive the budget approval process, processing invoices, onboarding new vendors as needed, etc.
• Drives on-going alignment on project plans, priorities and deliverables among the business team, technology and other key stakeholders.
• Manages multiple project timelines in parallel, keeping owners accountable for deliverables and deadlines and escalating any risks or dependencies.
• Completes project status reporting on a timely and regular basis Maintain Project Document Repository (e.g. SharePoint, MS Teams) to house the key documents.
• Manages vendors inclusive of onboarding, legal and finance requirements (SOWs, Budgets), coordinated project plans, and communications.
• Other duties as assigned. 

Qualifications 

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is: 

• Six years required, ten years’ experience preferred, of project and program management.
• 5+ years of CRM implementation experience, including proven success in leading CRM strategy and program implementation.
• Experience with PMP and agile project management; PMP, PMI, CSM certifications preferred.
• Experience setting up and using project management software i.e. MS Project, Planview PPM etc.
• Proven success in delivering on time, on budget implementations (must have Budgeting Control experience).
• Proven success proactively managing risks, financials, decisions, opportunities throughout a program lifecycle.
• Six Sigma certification a plus.
• Organizational Change Management experience.
• Proven ability to drive results in lean, fast-paced environments.
• Experience collaborating effectively with business, operations, and tech teams to execute plans, implement technology and scale solutions.
• Outstanding drive for results and sense of accountability for outcomes.
• Ability to manage long running processes and projects.
• Ability to develop and mentor others.
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