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. 
Maintain support documentation and knowledge base. 
Maintain application documentation SOPs and process flows 
Ensure compliance with data privacy and security policies. 

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 :

 68 years of experience in CRM implementation and application support. 
Minimum 35 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

Remote Work :

No

Employment Type :

Full-time