CRM Project / Support Manager | Information & Technology | Mumbai

Overview

CRM Project & Support Manager leads implementation and continuous improvement of the organization’s CRM platform, covering project management, application management, AMS support, vendor and stakeholder coordination, and business process optimization.

What you'll do

• Lead end-to-end CRM implementation, upgrade, migration, and enhancement projects.
• Own day-to-day management of the CRM platform, including releases, patches, upgrades, and feature deployments.
• Provide Level 2 and Level 3 production support and ensure SLA compliance.
• Coordinate root cause analysis and implement preventive measures for incidents and service requests.
• Gather and prioritize business requirements and manage UAT and business sign-offs.
• Manage implementation partners/vendors, monitor SLAs, and manage contracts and renewals.
• Drive regional CRM rollout, adoption, and change management, including training and communications.

What you'll need

• 6–8 years of experience in CRM implementation and application support.
• 3–5 years managing CRM projects and support teams.
• Experience working with global or regional business teams.
• Experience managing third-party vendors and AMS providers.
• Strong knowledge of CRM lifecycle management and enterprise application support.
• SQL and database fundamentals, plus APIs/system integrations (REST/SOAP).

Details

• Location: Mumbai.