Enablement & CRM Lead

About the role

You will act as a regional expert, facilitator, trainer, and trusted partner to ensure the effective, consistent, and value-driven use of Microsoft Dynamics and Go-To-Market enablement tools across the end-to-end Lead-to-Cash lifecycle.

This role serves as the primary catalyst in the Americas to drive disciplined, insight-driven lead management, opportunity execution, and customer handoffs, enabling measurable improvements in pipeline health, seller productivity, customer experience, and revenue outcomes.

Responsibilities

• Develop and execute regional enablement plans for new capabilities, process changes, and system enhancements, ensuring readiness, alignment, and measurable behavioral and adoption outcomes tied to pipeline quality and business performance.
• Partner with functional SMEs, Sales Operations, Marketing, Customer Service, IT, and Digital/Platform teams to support the design, testing, deployment, and adoption of CRM solutions.
• Support rollout of enterprise platform capabilities, features, and process changes from Global Go-To-Market Enablement into the Americas region, including communications, training, adoption support, and feedback loops.
• Represent regional business needs, constraints, enhancement requests, and usability concerns to Global Enablement and Platform Product teams.
• Audit CRM usage, behaviors, and workflows to identify adoption gaps, inefficiencies, and sources of friction, using data and usage patterns to prioritize improvements.
• Create and maintain enablement assets and documentation, including process maps, role-based user guides, data definitions, deployment materials, and reference content.
• Manage CRM user access, roles, profiles, and security settings in alignment with enterprise governance and data privacy standards.
• Identify recurring issues, user behavior patterns, and adoption gaps, then recommend improvements that reduce friction and improve consistency at scale.
• Partner with regional Sales and Customer Service leaders to establish clear usage expectations, accountability, and adoption KPIs tied to business outcomes such as conversion, cycle time, and forecast reliability.
• Use CRM data and adoption insights to help business leaders understand process health, pipeline quality, and areas requiring additional enablement or accountability.
• Embed CRM and enablement tools into daily workflows and help eliminate manual workarounds and low-value administrative effort.

Qualifications

• Experience managing processes and functionality within MS Dynamics 5+
• 5+ years of experience involving CRM management in a B2B environment
• Experience supporting CRM platforms, sales operations, sales enablement, revenue operations, or business process improvement initiatives
• Strong understanding of sales workflows, lead management, opportunity management, customer handoffs, data quality, and CRM adoption challenges
• Ability to translate system capabilities and process changes into clear, practical guidance for business users
• Comfort partnering across Sales, Marketing, Customer Service, IT, and global enablement or platform teams
• Strong communication, training, documentation, troubleshooting, and stakeholder-management skills
• A continuous-improvement mindset with the ability to identify patterns, solve workflow issues, and influence adoption without relying solely on formal authority
• Bachelor’s degree (B.A. or B.S.) in systems, sales, marketing, or similar field