We are looking for a CRM Project Manager to lead CRM implementation and delivery across multiple customers and internal teams. The
ideal candidate will manage end-to-end project execution including requirement gathering, planning, coordination, integration
management, UAT, deployment, and post-go-live support.
This role requires strong project management skills, excellent stakeholder handling, and the ability to ensure timely delivery while
maintaining quality and customer satisfaction.
Key Responsibilities
• Manage end-to-end CRM project delivery from requirement gathering to go-live and support.
• Define project scope, timelines, milestones, deliverables, and resource planning.
• Coordinate with internal teams (Engineering, QA, UI/UX, Support, Product) for smooth execution.
• Gather and document business requirements and prepare BRD/FSD, workflows, and process documentation.
• Plan and track sprint execution, backlog updates, and project progress as per Agile methodology.
• Ensure successful CRM integrations with ERP, telephony, WhatsApp, email, APIs, and third-party tools.
• Lead UAT planning and execution, issue tracking, and closure with stakeholders.
• Conduct customer meetings, status reviews, and ensure clear communication on project updates.
• Create and manage SOPs, training material, and adoption plans for customers/end users.
• Monitor project risks, dependencies, and escalations, ensuring proactive resolution.
• Track project success metrics such as timelines, adoption, issue resolution, and customer satisfaction.
Must-Have Skills & Competencies
• Proven experience in CRM project management / CRM implementation (SaaS/ERP preferred).
• Strong understanding of CRM processes including Sales, Marketing, and Customer Support workflows.
• Experience in documentation such as BRD/FSD, user stories, process flows, and project plans.
• Working knowledge of Agile/Scrum methodologies, sprint planning, and release management.
• Hands-on experience managing workflow automations and system configurations.
• Exposure to managing API-based integrations and coordination with technical teams.
• Strong stakeholder management, communication, negotiation, and problem-solving skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
Preferred Qualifications
• Experience in CRM implementations for the manufacturing domain.
