CRM Tech Lead - Customer Service Technology

About the Role

The CRM Technical Lead will oversee 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 the CRM system integrates seamlessly with other business applications to support customer experience and sales.

Responsibilities

• Lead and manage the CRM development team, providing technical direction and mentorship.
• Oversee all CRM system architecture, configuration, monitoring, and customization.
• Stay updated on new CRM technologies and trends, implementing improvements as needed.
• Ensure the CRM platform is effectively configured to meet business needs.
• Develop, implement, and maintain integration between the CRM and other systems (e.g., ERP, marketing automation, 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 setting 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 improvements.

Requirements

• 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 (e.g., Zoho, Gladly).
• Strong expertise in integration technologies (e.g., APIs, web services).
• Proficient in programming languages relevant to the CRM platform (e.g., Python, JavaScript).
• Experience with chatbots and AI implementations is a plus.
• 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.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources.
• Access to a certified Career Coach.