Manager, MS Dynamics CRM

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Section 1: Position Summary

The Manager; CRM Administration Support will lead and manage the CRM Administration team, providing primary support for Microsoft Dynamics CRM and Salesforce Service Cloud, along with ancillary applications. This role will oversee the maintenance, management, and administration of both platforms, ensuring optimal performance and alignment with business objectives. The Manager will guide customization of forms, fields, views, reports, and dashboards, and will be responsible for developing and maintaining custom validation rules and workflows. Additionally, this role will foster team development, set priorities, and ensure delivery of high-quality solutions across both CRM ecosystems.

Section 2: Job Functions, Essential Duties and Responsibilities

Leadership & Management

• Directly manage and mentor CRM Administration team members, providing coaching, performance feedback, and professional development opportunities.
• Set team goals, prioritize tasks, and allocate resources to ensure timely delivery of projects and support requests for both Microsoft Dynamics CRM and Salesforce Service Cloud.
• Foster a collaborative, high-performing team culture aligned with organizational values.
• CRM Administration
• Oversee daily monitoring, troubleshooting, and performance analysis of Microsoft Dynamics CRM and Salesforce Service Cloud.
• Manage security, configuration, user support, and training for both platforms.
• Execute design tasks and collaborate with stakeholders to drive product increments and enhancements.
• Identify and implement product improvement opportunities to increase efficiency, productivity, and end-user adoption across both systems.

Strategic Collaboration

• Partner with Product Owners and business leaders to align CRM capabilities with organizational priorities.
• Provide process and documentation overviews to support company initiatives such as Disaster Recovery and audits.

Compliance & Risk Management

• Ensure adherence to data security standards and protect all client data against unauthorized access or transmission.
• Lead Disaster Recovery testing and maintain documentation for both CRM platforms.
• Continuous Improvement
• Promote ongoing learning and technical development within the team.
• Stay current with CRM trends, architecture, and best practices through training and industry engagement.

Other Responsibilities

• Support additional tasks and projects as assigned.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision  

• Direct Reports: CRM Administration team members
• Reports To Head of Technology; Corporate Development

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree or equivalent work experience.
• Minimum 7+ years of experience with Microsoft Dynamics CRM and Salesforce Service Cloud, including administration and customization.
• Proven experience in team leadership or management, including mentoring and performance management.
• Strong understanding of CRM security configuration and workflow management.
• Excellent analytical, organizational, and communication skills.
• Ability to translate business challenges into technical solutions.
• Experience working with third-party applications such as Data8, ClickLearn, ClientPoint, etc.
• Knowledge of PC applications including SQL and MS Office products.
• Travel requirement up to 10% annually.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

The national average salary range for this role is  $130-140k in base pay, exclusive of any bonuses and benefits. This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis.  Other rewards and benefits may include: 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc.  For more information, please visit careers.ascensus.com/#Benefits. 

We are proud to be an Equal Opportunity Employer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.