CRM Program Manager and Business Product Owner

Job Title: CRM Program Manager and Business Product Owner

Department: Transformation

Location: Remote

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

Transformation Program Managers support Acrisure’s Transformation Office in effectively leading their programs with internal partners and stakeholders in building strong stakeholder relationships of trust, designing requirements, creating execution plans, facilitating change management, capturing and reporting metrics on critical priorities and program activities, and providing the Transformation Office and Acrisure leadership with timely data and information for informed decision making.

The CRM Program Manager will be responsible for successful deployment and management of the enterprise CRM and its perpetual roadmap. The ideal candidate will have a strong background in sales operations, sales management, project management, and a deep understanding of the insurance industry.

Responsibilities:

• CRM Business Product Owner

  • Partner with stakeholders and business leaders to understand business requirements and collect user stories. Translate requirements into effective program plans, communication plans, engagement initiatives, metrics, and business line/functional reporting.

  • Create a vision for the client experience via the sales employee persona, while meeting the need for a unified client data solution

  • Collaborate with IT project and product managers to prioritize business objectives for enterprise CRM

  • Work with Executive sponsors and Revenue Operations to define key performance indicators (KPIs) and metrics to measure success.

  • Monitor and analyze sales performance and CRM data to identify trends, opportunities, and areas for improvement.

  • Support the development and execution of an end-to-end, aligned client data strategy inside of the Acrisure ecosystem.

• Program Management

  • Manage CRM programs, working with all levels of stakeholders to bring multiple regions together with a common system, process, standards, and governance alignment

  • Lead enterprise CRM optimization cross-functional projects, build the capability of multiple project teams, ensuring program goals are reached

  • Analyze, evaluate, and overcome program risks and issues. Communicate risks and/or issues to managers and stakeholders in a timely manner with mitigation options.

  • Develop, evaluate, manage and report on program health assessment for CRM program while ensuring stakeholder requirements are met resulting in the expected business value and impact

  • Work alongside Solutions Engineering and functional areas (IT, HR, Finance) to drive process improvement and scalable solutions that work across a complex ecosystem of business lines and verticals

  • Develop post-launch training and communication for successful CRM deployment. Partner closely with Transformation Office communication and training to help drive lasting change and keep stakeholders informed throughout the organization

Key Skills:

• Intellectual curiosity with a passion for problem solving and change management

• Proven ability to create rapport with and influence all levels of stakeholders

• Ability to plan, execute, mitigate risk, and be accountable for results with a bias for action

• Strong personal credibility and leadership skills; can comfortably lead senior executives through difficult trade-off discussions and creatively drive consensus

• Unique ability to balance equally building relationships and driving performance

• Ability to apply Program Management best practices with a predisposition to produce fast, practical recommendations

• Low-ego while being equally comfortable giving and receiving direction, leading and contributing, driving executive conversations or supporting as necessary

• High EQ with a strong ability to 'read the room' and adjust approach, facilitate change management tactics, and foster trust at levels of the organization

• Ability to rapidly get to an '80/20' answer, and comfort tailoring the analytical approach as necessary given program and project timelines

• Expert verbal and written communicator; ability to cut through the noise and make the complex simple

• Extensive knowledge of and ability to expertly apply change management principles throughout a complex organizational structure

Education/Experience:

• Bachelors degree (or higher) in Business Administration or related field and 8+ years of experience in sales operations, sales, or sales enablement

• Extensive knowledge of the end-to-end sales journey

• CRM business owner experience, including defining vision, leading process design, managing product lifecycle, and deploying CRM to stakeholders across a multi-national organization

• Demonstrated leadership experience and indirect team leadership of cross-functional resources

• Demonstrated success in past roles helping companies with digital transformation of sales operations

• Proven experience and comfort managing processes and systems across multiple stages of the sales funnel

• Advanced user of MS Office, SharePoint, project management, business process management, business intelligence, and CRM tools

• Relevant certifications (e.g., Project Management Professional - PMP) are a plus.

• Strong understanding of insurance products, sales processes, and market dynamics.

Benefits & Perks:

• Competitive Compensation

• Industry Leading Healthcare

• Savings and Investments

• Charitable Giving Programs

• Offering hybrid work option           

• Opportunities for Growth

• Parental Leave

• Generous time away