Purpose

The CRM Client Services Manager is responsible for ensuring that we are providing our CRM clients with an exceptional experience in relation to the delivery of services to these clients. These services may include support requests, current instance enhancement requests, and net new project requests. The CRM Client Services Manager collaborates with the extended Highland CRM team in order to develop, refine and implement well-crafted processes and tools in order to support an effective methodology for developing and maintaining CRM business solutions.

Duties and Responsibilities

 Responsible for:

• Ensuring support requests are responded in accordance with specified SLA requirements
• Scheduling new projects and enhancement requests
• Ensuring enhancement request responses meet the corresponding SLA requirements
• Setting/managing client expectations
• Providing clients with timely status updates
• Approving time of delivery team members and managing budgets
• Effectively managing team member time in order to meet client expectations
• Supporting and assisting in the CRM sales process
• Identifying new opportunities with existing clients
• Reviewing and developing proposals for prospective and existing clients
• As required, the CRM Client Services Manager will facilitate or participate in project startup (Discovery) workshops, consolidation and prep activities, user story authoring, and testing.
• Developing experience and knowledge relative to the SugarCRM platform and utilizing that knowledge in order to assist the extended team and our clients.
• Improving and/or creating tools and processes for estimation, planning, and key metrics management.

Education and Experience Requirements:

• Bachelor’s degree in Computer related discipline or Business preferred.
  
• Three to five years of experience in leading project delivery and maintenance in a professional services organization.
  
• Three to five years of experience of leading distributed teams in an Agile environment.
  
• Familiarity with SugarCRM or comparable preferred

•  Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
  
• Must be able to lift and carry up to 50 lbs
  
• Must be able to talk, listen and speak clearly via various communication protocols inclusive of telephone, web sessions, etc.
  

Compensation:

• Salary position based on current market value
  
• Voluntary participation to company health and wellness benefits
  
• Voluntary participation in the company 401K program
  
• Stock appreciation rights plan