Job Summary:
The CRM Technical Lead will be responsible for overseeing the design, implementation, and maintenance of the company's Customer Relationship Management (CRM) system, specifically with customer service platforms. This role involves leading a team of developers, collaborating with business and technology stakeholders to gather requirements, and ensuring that the CRM system integrates seamlessly with other business applications to support customer experience and sales.
Key Responsibilities:
• Lead and manage the CRM development team, providing technical direction and mentorship.
• Oversee CRM system architecture, configuration, monitoring, and customization.
• Stay updated on new CRM technologies and trends and implement improvements as needed.
• Ensure the CRM platform is effectively configured to meet business needs.
• Develop, implement, and maintain integrations between the CRM and other systems, including ERP, marketing automation, and third-party tools.
• Lead upgrades, patches, and regular system maintenance.
• Work closely with sales and customer service teams to gather business requirements and translate them into technical solutions.
• Communicate technical issues, project timelines, and risks to non-technical stakeholders.
• Lead the design, development, and testing of custom CRM features, including workflows, dashboards, and reporting.
• Ensure data quality and integrity by establishing data governance standards.
• Create and maintain technical documentation for system configurations and custom development.
• Manage CRM projects from inception through delivery, including scoping, scheduling, and resource allocation.
• Ensure CRM initiatives are delivered on time, within scope, and within budget.
• Conduct post-implementation evaluations to ensure system stability and identify opportunities for continuous improvement.
Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in CRM development and architecture, with at least 2 years in a technical lead role.
• Strong knowledge of CRM platforms such as Zoho and Gladly.
• Strong expertise in integration technologies, including APIs and web services.
• Proficiency in programming languages relevant to CRM platforms, including Python and JavaScript.
• Experience with database management and reporting tools.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication and leadership skills.
• Experience with Agile/Scrum project management methodologies.
• Knowledge of marketing automation and customer service tools.
Preferred Qualifications:
• Experience with chatbots and AI implementations.
