S&P N. America IT Business Relationship Manager (BRM), CRM

About the role

Are you passionate about transforming business challenges into innovative software solutions? Are you motivated to lead change enterprise wide, connecting business strategy with technology? If so, we're looking for you!

Key Responsibilities

• Strategic Partnership & Relationship Management
• Develop a deep understanding of business goals, processes, and challenges to translate them into CRM capabilities and technology requirements.
• Build and maintain strong relationships with business leaders, ensuring alignment between IT strategy and business priorities.
• Advocate for business needs within IT while promoting IT capabilities to the business.
• CRM Strategy & Roadmap Development
• Collaborate with business and technical teams to define the CRM roadmap, ensuring alignment with organizational strategy.
• Identify opportunities to leverage CRM tools (e.g., Dynamics 365, Salesforce) to enhance customer engagement, sales efficiency, marketing automation, and service performance.
• Drive adoption of CRM best practices and ensure consistent usage across the organization.
• Requirements Gathering & Solution Delivery
• Lead requirements elicitation, documentation, and validation for CRM enhancements and new features.
• Partner with IT delivery teams, developers, and vendors to ensure solutions meet business needs.
• Oversee the end-to-end lifecycle of CRM initiatives, including planning, testing, rollout, and change management.
• Change Management & Training
• Develop and execute change management strategies to ensure successful CRM adoption.
• Coordinate training plans, user documentation, and communication to ensure smooth onboarding and ongoing engagement.
• Serve as an escalation point for CRM-related issues and improvement opportunities.
• Governance, Performance & Continuous Improvement
• Monitor CRM system performance and user experience, recommending enhancements and optimizing workflows.
• Ensure adherence to data governance, IT security, and compliance requirements.
• Track KPIs and produce reporting on CRM utilization, business impact, and project progress.

Qualifications

• Education & Experience
• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in IT/business liaison, business analysis, CRM administration, or similar roles.
• Demonstrated experience with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce, HubSpot).
• Skills & Competencies
• Strong understanding of CRM processes (sales, marketing, customer service, field service).
• Excellent communication, negotiation, and stakeholder management skills.
• Proven ability to translate business requirements into technical specifications.
• Experience with project management, Agile methodologies, and cross-functional collaboration.
• Analytical, strategic thinker with a customer-centric mindset.
• Preferred Qualifications
• CRM certification (e.g., Dynamics 365 CE, Salesforce Administrator).
• Certifications in business analysis (CBAP), project management (PMP, PRINCE2) or agile methodologies (CSM, SAFe).
• Experience with integration tools (e.g., Power Platform, MuleSoft).
• Background in data analysis, reporting, or BI tools.

What Success Looks Like

• Strong business–IT partnerships built on trust and transparency.
• Increased CRM adoption and measurable improvements in business processes.
• Delivery of CRM initiatives that directly support business goals and customer experience.
• Proactive identification of opportunities that drive business value through technology.

Travel and Location

• Up to 25% travel annually as needed, potentially higher levels to start the project.
• Role is based out of Waunakee WI facility, as a hybrid role, 3 days on site 2 days remote, with higher number of days on site to begin the project.

What do we offer?

• The opportunity to be a key figure in the digital transformation of a leading multinational company with a global presence.
• Challenging and innovative projects that will directly impact the efficiency and success of our operations.
• A diverse, collaborative work environment with a high level of autonomy.
• A competitive compensation package and attractive benefits.
• Extensive opportunities for professional development and continuing education.

Physical and Mental Demands

• While performing the duties of this job, the employee is occasionally exposed to a production environment with mechanical assembly operations, and vehicles.
• The noise level in the work environment is usually moderate.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• While performing the duties of this job, the employee is occasionally exposed to a production environment with mechanical assembly operations, and vehicles.
• The noise level in the work environment is usually moderate.