CRM Strategy & Change Lead (IT & Business)

RenewAire; United States; On-site; USD 110,000 - 165,000; Full time

Job summary

Soler & Palau North American CRM aims to align IT strategy with business goals, driving CRM initiatives across sales, marketing, and service. The role partners with stakeholders to define requirements, manage the CRM roadmap, and ensure successful adoption and change management.

The candidate will oversee end-to-end CRM projects, collaborate with IT delivery teams, and monitor performance and governance. Travel up to 25% may be required.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration or related field.
• 5+ years of experience in IT/business liaison, business analysis, CRM administration, or similar roles.
• Demonstrated experience with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce, HubSpot).
• Strong understanding of CRM processes (sales, marketing, customer service, field service).
• Experience with project management, Agile methodologies, and cross-functional collaboration.

Responsibilities

• Act as the primary point of contact between IT and key business stakeholders for CRM-related initiatives.
• Develop a deep understanding of business goals, processes, and challenges to translate them into CRM capabilities and technology requirements.
• Build and maintain strong relationships with business leaders, ensuring alignment between IT strategy and business priorities.
• Advocate for business needs within IT while promoting IT capabilities to the business.
• Collaborate with business and technical teams to define the CRM roadmap, ensuring alignment with organizational strategy.
• Identify opportunities to leverage CRM tools (e.g., Dynamics 365, Salesforce) to enhance customer engagement, sales efficiency, marketing automation, and service performance.
• Drive adoption of CRM best practices and ensure consistent usage across the organization.
• Lead requirements elicitation, documentation, and validation for CRM enhancements and new features.
• Partner with IT delivery teams, developers, and vendors to ensure solutions meet business needs.
• Oversee the end-to-end lifecycle of CRM initiatives, including planning, testing, rollout, and change management.
• Develop and execute change management strategies to ensure successful CRM adoption.
• Coordinate training plans, user documentation, and communication to ensure smooth onboarding and ongoing engagement.
• Serve as an escalation point for CRM-related issues and improvement opportunities.
• Monitor CRM system performance and user experience, recommending enhancements and optimizing workflows.
• Ensure adherence to data governance, IT security, and compliance requirements.
• Track KPIs and produce reporting on CRM utilization, business impact, and project progress.

Skills

CRM strategy

Stakeholder management

Business analysis

Communication

Technology alignment

Education

Bachelor’s degree in IT/Business or related

Tools

Microsoft Dynamics 365

Salesforce

HubSpot

Job description

Soler & Palau North American CRM aims to align IT strategy with business goals, driving CRM initiatives across sales, marketing, and service. The role partners with stakeholders to define requirements, manage the CRM roadmap, and ensure successful adoption and change management.

The candidate will oversee end-to-end CRM projects, collaborate with IT delivery teams, and monitor performance and governance. Travel up to 25% may be required.