Technical Program Manager - CRM
Core
Lead end-to-end planning, business design, implementation, and adoption of enterprise CRM capabilities on the Salesforce platform.
Role type
Senior Technical Program Manager (CRM)
Builds
Enterprise Salesforce CRM foundation with segment-specific variations for sales processes
Domain
Insurance brokerage / Property & Casualty / Employee Benefits / Salesforce
Required skills
Enterprise program management, Salesforce implementation, Business process design, Vendor leadership, Data migration, Integration planning, Budget management, Agile/Waterfall delivery, Systems integrator management
Preferred skills
Insurance industry experience, Salesforce certifications, PMP/PgMP, Change management, MuleSoft/Data Cloud experience, M&A integration
Technologies
Salesforce, MuleSoft, Salesforce Data Cloud, CRM Analytics, Experience Cloud
Responsibilities
Lead end-to-end delivery of Salesforce CRM program including mobilization, discovery, process design, configuration, integration, data migration, testing, training, cutover, go-live, and stabilization; Establish and maintain program charter, governance model, integrated roadmap, workplan, milestones, dependencies, resource plan, budget, RAID log, decision log, and executive reporting cadence; Partner with business leaders to document current-state and future-state sales processes across multiple segments; Drive alignment on a common sales-process backbone while governing segment-specific variations; Facilitate business-design workshops covering lead intake, account management, opportunity qualification, discovery, marketing, quoting, proposal development, binding, sales-to-service handoff, renewal, and cross-sell; Translate approved business processes into prioritized product backlog, user stories, acceptance criteria, release plans, and traceable implementation deliverables; Partner with Salesforce product owners, solution architects, data leads, integration teams, security teams, and business analysts; Manage Salesforce system implementation partner and third-party vendors including SOW execution, staffing, deliverable quality, schedule adherence, issue resolution, and financial performance; Coordinate data readiness and migration activities including ownership, mapping, cleansing, deduplication, conversion, reconciliation, and business sign-off; Coordinate integration planning and delivery across policy, agency management, benefits, marketing, document management, data, identity, and reporting platforms
