CRM Project / Support Manager | Information & Technology | Mumbai

CRM Project & Support Manager is responsible for leading the implementation,
enhancement, support, and continuous improvement of the organizations CRM
platform. This role combines project management, application support, vendor
management, stakeholder engagement, and business process optimization to ensure
the CRM solution delivers maximum business value and operational efficiency.

Key Responsibilities:

Project Management
Lead end-to-end CRM implementation, upgrade, migration, and enhancement projects.
Develop project plans, timelines, budgets, and resource allocation.
Coordinate cross-functional teams across business and IT.
Manage project risks, dependencies, and issue resolution.
Ensure projects are delivered on time, within scope, and within budget.
Conduct project status meetings and provide executive reporting.

CRM Application Management
Own the day-to-day management of the CRM platform.
Manage application releases, patches, upgrades, and new feature deployments.
Define and maintain CRM governance and roadmap.
Ensure high availability and optimal system performance.

Application Support (AMS)
Manage Level 2 and Level 3 production support.
Ensure SLA compliance for incidents, service requests, and problem management.
Coordinate root cause analysis and implement preventive measures.
Monitor application health and performance.
Manage production deployments and change requests.

Business Engagement
Partner with Product Specialist and Business champions
Gather and prioritize business requirements.
Conduct workshops, demonstrations, and solution reviews.
Manage user acceptance testing (UAT) and business sign-offs.

Vendor & Partner Management
Manage external implementation partners and support vendors.
Review deliverables and ensure quality standards. Monitor vendor SLAs and performance.
Manage contracts, licensing, and support renewals.

Rollout, Adoption & Change Management
Lead and support CRM rollouts, migrations, and enhancements across the region.
Drive user adoption through targeted training, communications, and engagement activities.
Identify adoption challenges and implement practical improvement initiatives.

User Support & Continuous Improvement
Provide advanced functional support in collaboration with IT and support teams.
Capture and analyze user feedback to inform ongoing product enhancements.
Monitor system performance and usage trends to drive continuous improvement.

Data Quality, Reporting & Insights
Ensure high standards of data quality, consistency, and compliance.
Support stakeholders with actionable CRM insights, dashboards, and reporting.
Partner with data teams to improve forecasting, pipeline visibility, and analytics capability.

Qualifications

Bachelors degree in Information Technology, Computer Science, Business, or
related field.

PMP, PRINCE2, Agile, Scrum, ITIL, or CRM certifications are an advantage

Additional Information

6-8 years of experience in CRM implementation and application support.
Minimum 3-5 years managing CRM projects and support teams.
Experience working with global or regional business teams.
Experience managing third-party vendors and AMS providers.
Strong knowledge of CRM lifecycle management and enterprise application
support.

Technical & Functional Knowledge
SQL and database fundamentals
APIs and system integrations (REST/SOAP)
Azure DevOps and ServiceNow
Basic understanding of ETL and middleware platforms
CRM configuration (objects, fields, workflows, validation rules, dashboards).
User Acceptance Testing (UAT) and release coordination.
Data governance, quality management, and reporting.
Familiarity with integrations and enterprise data platforms is an advantage

Key Competencies
Project Planning & Execution
Product ownership mindset
Strong accountability and Customer Focus
Change management and user enablement
Strong collaboration across business and technology
Continuous improvement focus