• Manage the CRM Team that executes all the activities related to the design and development of the CRM product and integrations • Partner with the M&A team, Acquisition, and external vendors to ensure successful CRM migrations • Understands business needs and how CRM capabilities can help solve business problems • Provides strategic direction across all lines of business to support the CRM environment • Prepares, manages and maintains documentation of current business processes, SLAs, controls, and KPI’s • Builds and continuously refines the CRM platform roadmap in close collaboration with business stakeholders • Collaboratively defines and documents functional and technical requirements and specifications, business processes, workflows, and reporting outputs • Identifies gaps and risk in business requirements and resolves those issues • Organizes technical projects from beginning to end; identifies and prioritizes actionable steps • Manages a portfolio of integrations and projects from planning to execution • Develops repeatable processes that accelerate integrations and ensure timely communication of events • Other duties requested and assigned by Manager