S&P N. America IT CRM Manager

Apply

Job Type

Full-time

Description

Are you passionate about transforming business challenges into innovative software solutions? Are you motivated to lead change enterprise wide, connecting business strategy with technology? If so, we're looking for you!

As part of our global IT team the Soler & Palau North American Customer Relationship Manager (CRM) - CRM serves as the strategic liaison between IT and business units to ensure the organization maximizes value from its Customer Relationship Management (CRM) platforms. This role blends business analysis, relationship management, CRM expertise, and technology strategy to drive business outcomes, enhance customer experience, and support digital transformation initiatives.

Key Responsibilities:

Strategic Partnership & Relationship Management

• Act as the primary point of contact between IT and key business stakeholders for CRM-related initiatives.
• Develop a deep understanding of business goals, processes, and challenges to translate them into CRM capabilities and technology requirements.
• Build and maintain strong relationships with business leaders, ensuring alignment between IT strategy and business priorities.
• Advocate for business needs within IT while promoting IT capabilities to the business.

CRM Strategy & Roadmap Development

• Collaborate with business and technical teams to define the CRM roadmap, ensuring alignment with organizational strategy.
• Identify opportunities to leverage CRM tools (e.g., Dynamics 365, Salesforce) to enhance customer engagement, sales efficiency, marketing automation, and service performance.
• Drive adoption of CRM best practices and ensure consistent usage across the organization.

Requirements Gathering & Solution Delivery

• Lead requirements elicitation, documentation, and validation for CRM enhancements and new features.
• Partner with IT delivery teams, developers, and vendors to ensure solutions meet business needs.
• Oversee the end-to-end lifecycle of CRM initiatives, including planning, testing, rollout, and change management.

Change Management & Training

• Develop and execute change management strategies to ensure successful CRM adoption.
• Coordinate training plans, user documentation, and communication to ensure smooth onboarding and ongoing engagement.
• Serve as an escalation point for CRM-related issues and improvement opportunities.

Governance, Performance & Continuous Improvement

• Monitor CRM system performance and user experience, recommending enhancements and optimizing workflows.
• Ensure adherence to data governance, IT security, and compliance requirements.
• Track KPIs and produce reporting on CRM utilization, business impact, and project progress.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in IT/business liaison, business analysis, CRM administration, or similar roles.
• Demonstrated experience with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce, HubSpot).

Skills & Competencies

• Strong understanding of CRM processes (sales, marketing, customer service, field service).
• Excellent communication, negotiation, and stakeholder management skills.
• Proven ability to translate business requirements into technical specifications.
• Experience with project management, Agile methodologies, and cross-functional collaboration.
• Analytical, strategic thinker with a customer-centric mindset.

Preferred Qualifications

• CRM certification (e.g., Dynamics 365 CE, Salesforce Administrator).
• Certifications in business analysis (CBAP), project management (PMP, PRINCE2) or agile methodologies (CSM, SAFe).
• Experience with integration tools (e.g., Power Platform, MuleSoft).
• Background in data analysis, reporting, or BI tools.

What Success Looks Like

• Strong business-IT partnerships built on trust and transparency.
• Increased CRM adoption and measurable improvements in business processes.
• Delivery of CRM initiatives that directly support business goals and customer experience.
• Proactive identification of opportunities that drive business value through technology.

Travel and Location

• Up to 25% travel annually as needed, potentially higher levels to start the project.
• Role is based out of Waunakee WI facility, as a hybrid role, 3 days on site 2 days remote, with higher number of days on site to begin the project.

What do we offer?

• The opportunity to be a key figure in the digital transformation of a leading multinational company with a global presence.
• Challenging and innovative projects that will directly impact the efficiency and success of our operations.
• A diverse, collaborative work environment with a high level of autonomy.
• A competitive compensation package and attractive benefits.
• Extensive opportunities for professional development and continuing education.

If you're ready to take on a strategic, high-impact role where you can merge your business vision with your passion for technology, we'd love to meet you!

Requirements

Physical and Mental Demands

While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee frequently is required to sit and use hands along with fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl.?The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.?

Must be able to understand issues, problems, and opportunities and make timely, sound decisions. Take responsibility for decisions and understand the impact and implications of decisions and provide feedback as necessary. Communicate with other employees and customers, perform an assortment of administrative tasks, and have personal management skills. Possess advanced customer service skills, the ability to develop professional relationships with customers and employees. Demonstrate attention to detail and exert high effort and focus on very busy days. Must be able to make sound decisions and remain calm under high pressure situations. Must continually identify personal knowledge and perspective gaps and self-educate.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to a production environment with mechanical assembly operations, and vehicles. The noise level in the work environment is usually moderate.?

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.