CRM Manager

Responsibilities

• Serve as the business owner and day-to-day manager of Canopy’s core CRM and FSM platforms, including ArboStar, ArborGold, and related systems.
• Develop, document, and maintain standard operating procedures (SOPs) for CRM and FSM platforms, ensuring alignment with company policies and operational standards.
• Establish and enforce system standards, workflows, stage definitions, tagging conventions, and required data fields.
• Ensure data integrity, reporting accuracy, and operational consistency across all partner brands.
• Audit partner offices for compliance with system standards and escalate non-adoption or process deviations as needed.
• Manage platform administration activities, including user setup, permissions, configuration governance, and support triage.
• Design and deliver structured training programs for office teams, regional leadership, and new users.
• Create and maintain training guides, playbooks, process documentation, and knowledge-base resources.
• Support onboarding and system transitions for newly acquired partner companies, ensuring smooth data migration and process adoption.
• Collaborate with CRM/FSM vendors on support issues, enhancement requests, and system improvements.
• Collect and synthesize end-user feedback to inform process improvements and feature requests.
• Lead cross-functional teams to set process standards and drive system-driven process improvements.
• Monitor platform performance and identify opportunities to improve usability, adoption, and data quality.
• Communicate system updates, workflow changes, and new feature rollouts to stakeholders.

Qualifications

• 3–5+ years of experience in CRM administration, CRM/FSM management, or operational systems management, preferably in a multi-location, private-equity backed, or home services environment.
• Expertise in ArboStar, ArborGold, or comparable Field Service Management systems.
• Proven experience developing SOPs, training programs, and scalable system documentation.
• Strong understanding of data integrity, reporting structures, and workflow design.
• Experience supporting system onboarding, transitions, or multi-brand standardization is preferred.
• Demonstrated ability to enforce standards while maintaining strong cross-functional relationships.
• Highly organized, process-driven, and comfortable leading cross-functional training, documentation, and governance efforts.
• Excellent communication skills with the ability to translate technical system functionality into practical operational guidance.
• Ability to travel up to 15% as required.

Benefits

• 401(k) match
• Comprehensive medical, dental, and vision insurance
• Long-term and short-term disability coverage
• Generous paid time off (PTO)
• Opportunities for professional growth and advancement as the company scales
• Mission-driven, people-first culture focused on sustainable growth and exceptional service