CRM System Expert

SANY Group; Peachtree City (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

SANY America is seeking an experienced CRM System Expert to own the CRM platform as it migrates from Salesforce to Microsoft Dynamics 365. The role coordinates with China HQ, business teams, and partners to plan, implement, and optimize our CRM across sales, service, marketing, and dealer management.

Responsibilities include project management, requirements gathering, process standardization, data migration, testing, and post-go-live support.

Qualifications

• 8+ years of CRM implementation experience.
• 4+ years of Microsoft Dynamics 365 CRM experience.
• Experience participating in at least two full-cycle large-scale CRM implementations.
• Prior experience as a core project member, module lead, or solution lead.
• Strong understanding of sales, marketing, and service management processes.

Responsibilities

• Lead Salesforce to Dynamics 365 CRM transformation project planning and execution.
• Manage scope, risks, issues, and vendor/interview processes.
• Drive process design, configuration, data migration, testing, and go-live support.
• Facilitate workshops, standardize CRM processes, and control customization.
• Support post-go-live operations, dashboards, and continuous improvement.
• Coordinate with headquarters, partners, and business teams.

Skills

CRM implementation

Project management

Business requirements

Data governance

Stakeholder management

Sales/Marketing/Service knowledge

Vendor coordination

Education

Information Systems

Computer Science

Business Administration

Marketing

Tools

Microsoft Dynamics 365 CRM

Salesforce

Job description

SANY America plans to migrate and upgrade its CRM platform from Salesforce to Microsoft Dynamics 365 CRM over the next 1–2 years, with the goal of building a customer-centric digital platform covering marketing, sales, service, and dealer management.

We are seeking an experienced U.S.-based CRM System Expert to work closely with China headquarters, business teams, and external implementation partners to drive CRM planning, implementation, operations, and continuous improvement.

This role will serve as the CRM system owner for SANY America and play a key role throughout the CRM transformation journey. The position will act as a critical bridge among business stakeholders, headquarters teams, implementation partners, and management. After go-live, the role will continue to lead system optimization, business support, and digital innovation.

2. Position Information

Position Title: CRM System Expert

Employment Type: Full-time

Work Arrangement: On-site required

Travel: Domestic U.S. and China travel may be required based on project needs.

3.Key Responsibilities

3.1. CRM Transformation Project Management

Lead and support the Salesforce-to-Dynamics 365 CRM transformation project, including:

• Managing project scope, risks, and issues
• Participating in vendor selection and implementation consultant interviews
• Supporting business blueprinting, process design, and solution design
• Driving system configuration and development
• Coordinating system integration testing and user acceptance testing
• Supporting data migration planning, cutover, go-live, and post-go-live support
• Maintaining project documentation and providing regular progress updates to management

3.2. Business Requirements and Process Management

Lead business requirement management and process optimization, including:

• Facilitating business workshops to gather and analyze requirements
• Driving standardization of CRM-related business processes
• Reviewing requirement feasibility and priority
• Controlling unnecessary customization and development

Key business areas include:

• Sales Management: Leads, opportunities, quotations, territories, and sales performance
• Dealer and Key Account Management: Full lifecycle management of dealers and key accounts
• Service Management: Customer support, claims, service requests, and field service work orders
• Marketing Management: Campaigns, customer journeys, lead nurturing, and digital marketing
• Risk and Credit Management: Overdue payments, outstanding receivables, financing, credit ratings, and credit limits

3.3. CRM Operations and Continuous Improvement

After go-live, ensure stable CRM operations and continuous improvement, including:

• User support, training, troubleshooting, and knowledge base development
• User access, permission management, and data governance
• Process optimization, functional enhancement, and change request management
• System upgrades, patch management, performance optimization, and health checks
• System monitoring
• Data analytics and management dashboards
• AI-enabled innovation and use cases

3.4. Marketing and Customer Ecosystem Development

Support the planning, implementation, and ongoing operation of related platforms, including: End-customer portal, Dealer portal, Dealer management system, Store management system and Other marketing management systems.

4 Qualifications

Required

• 8+ years of CRM implementation experience
• 4+ years of Microsoft Dynamics 365 CRM experience
• Experience participating in at least two full-cycle large-scale CRM implementation projects
• Prior experience as a core project member, module lead, or solution lead
• Strong understanding of sales, marketing, and service management processes

Preferred

• Experience migrating from Salesforce to Dynamics 365 CRM
• Multi-country or multi-entity rollout experience

5 Functional Expertise

Must be highly proficient in at least two of the following areas and familiar with the others: Sales management, Customer service, Marketing management, Dealer management and Key account management

6 Industry Experience

• Manufacturing experience is required. Experience in the following industries is preferred: Construction machinery, Heavy equipment, Industrial equipment and Automotive
• Target company experience may include: Caterpillar, Komatsu, Volvo Construction Equipment, John Deere and Hitachi Construction Machinery

7 Business Process Experience

Familiarity with the following end-to-end processes is required:

• Lead to order
• Opportunity to cash
• Marketing to lead
• Service to cash
• Warranty claims

8 Language Requirements

Fluent English is required. Fluent Mandarin Chinese is preferred, with the ability to communicate effectively with China headquarters, U.S. business teams, and external consultants.

9 Education

• Preferred majors include Information Systems, Computer Science, Business Administration, or Marketing