CRM Manager

at RSM US LLP in ChicagoChicago, Illinois, United States

Job Description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.


The CRM Manager is a business advocate for process automation and data that grow client relationships at scale. This role responsible for managing a cross functional team focused on requirements intake, documentation, and negotiation of acceptance criteria, while collaborating with stakeholders across the business.

In conjunction with the Director, CRM and Client Data, this role is contributing to the collaboration with internal customers, the cross-functional product team and business stakeholders/sponsors to ensure we have clear definition of business needs and product value, a defined roadmap and that we are successfully executing and delivering complex, multi-disciplinary digital product that are in alignment to, and help accelerate the firm's strategy.


Requirements Development, Functional Configuration

Manage and coordinate operations with internal and offshore teams for validation of end user need and scope of system and process change, and requirements gathering.
Documents business requirements: process descriptions, database configuration descriptions, narrative descriptions. Hand off requirements to IT partners. Advocate requirements in work item discussion board discussion with IT partners. Where required present solution direction to stakeholders.
Develops business test cases from business requirements. Conducts testing pre-release. Facilitates team testing, post release.
Collaborate with IT partners on solution design, working to optimize the solution design for least technical debt and most efficient use of precedent configurations.
Collaborate in sprint planning and release including development of feature-specific user acceptance test cases, maintenance of regression tests, and coordination with product adoption for user training and documentation.
Performs minor configuration including form and field-level updates, and advanced find implementation.
Participate in user group facilitation and presentation development.
Collaborate with stakeholders and CRM Adoption team to audit, functionally group and prioritize work items.

Process, Delivery and Change Management

Collaborating with other leads, scrum Masters, SMEs, program managers to identify cross-team dependencies and risks.
Collaborate with CRM product owner in keeping all stakeholders aware of product status
Partners with Onboarding and Adoption and Communications team to ensure effective education, documentation, communications and change management activities are comprehended into each release and for new hire onboarding
Detailed business requirements descriptions that may include process flow documentation, report dimension and calculation descriptions, wireframe UI diagrams and acceptance criteria descriptions.

Operations and Support
Manages effective day to day CRM support and operational excellence
Other duties as assigned


Bachelor's degree (required)

Experience and deep understanding of Agile/SCRUM methodology/techniques (Required)
Experience with Dynamics 365+ (Required)
Experience with Adobe Experience Cloud (AEC) (Preferred)
Product Management certifications (Preferred)
Able to apply systems thinking to identify opportunities to align and synergize across systems/processes (Required)
Experience successfully driving end-to-end delivery of product solutions. (Required)
Experience in managing complex projects (Required)
Strong understanding of software development and product lifecycles (Required)
Demonstrated understanding of user-centered design (Preferred)
Proven ability to solve for complex problems in a logical and systematic way (Preferred)
Demonstrated ability to leverage data to make strategic decisions (Preferred)
Balance of technical knowledge and business acumen (Required)

2+ years with Dynamics 365+ (Required)
2+ years product management or marketing technology expertise (Required)
2+ years' experience with consumer facing products that have high uptime and user engagement (Preferred)
3+ years developing strategy and leading deployments of product/system programs within business sales, marketing or technology operations
Proven track record of delivering data driven solutions with a customer centric... For full info follow application link.

RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.

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Job Posting: 11820758

Posted On: Apr 10, 2024

Updated On: May 04, 2024

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