CRM Project & Support Manager

Job description

**About the Role** Colliers is looking for an experienced **CRM Project & Support Manager** to lead the implementation, enhancement, support, and continuous improvement of our CRM platform. This role will partner closely with business and technology teams to ensure the CRM solution delivers maximum value, operational efficiency, user adoption, and data quality across the organization. **Key Responsibilities** **Project & CRM Management** - Lead CRM implementation, upgrades, migrations, and enhancement projects. - Manage project plans, timelines, budgets, risks, and stakeholder communications. - Oversee CRM releases, deployments, governance, and roadmap planning. - Ensure system availability, performance, and scalability. **Application Support & Operations** - Manage Level 2/3 support and ensure SLA compliance. - Coordinate issue resolution, root cause analysis, and change management. - Maintain application documentation, SOPs, and knowledge base materials. - Ensure compliance with security, privacy, and governance standards. **Business Engagement & Adoption** - Partner with Product Specialists and business stakeholders to gather and prioritize requirements. - Facilitate workshops, solution reviews, UAT, and business sign-offs. - Lead user adoption, training, and change management initiatives. - Drive continuous improvement through user feedback and system usage insights. **Vendor & Data Management** - Manage implementation partners, AMS providers, and vendor performance. - Oversee contracts, licensing, and support renewals. - Ensure data quality, reporting accuracy, and actionable CRM insights. - Support forecasting, pipeline visibility, and business analytics. **Qualifications & Experience** - Bachelor's degree in Information Technology, Computer Science, Business, or a related field. - 6-8 years of experience in CRM implementation and application support. - 3-5 years of experience managing CRM projects and support teams. - Experience working with regional/global stakeholders and third-party vendors. - PMP, PRINCE2, Agile, Scrum, ITIL, or CRM certifications are advantageous. **Technical Skills** - CRM administration and configuration (workflows, fields, dashboards, validation rules). - SQL and database fundamentals. - APIs and integrations (REST/SOAP). - Azure DevOps and ServiceNow. - UAT, release management, and change control. - Understanding of ETL, middleware, data governance, and reporting. **Key Competencies** - Project Management & Execution - Product Ownership Mindset - Customer Focus & Accountability - Change Management & User Enablement - Stakeholder & Vendor Management - Cross-functional Collaboration - Continuous Improvement & Problem Solving **Join Colliers and play a key role in driving CRM excellence, business transformation, and user adoption across the region.** **Why Join Colliers?** - **Global Exposure** Collaborate with regional and global teams across diverse markets. - **Career Growth** – Take on strategic initiatives and accelerate your professional development. - **Innovative Environment** – Be part of a company driving digital transformation and business excellence. - **Empowered Culture** – Work in a collaborative, entrepreneurial environment where your ideas and contributions matter. - **Meaningful Impact** – Help shape technology solutions that improve business performance and client outcomes. - **High-Performance Team** – Join a culture built on collaboration, accountability, and continuous improvement.