Summary
This position will lead the deployment team and drive strategic initiatives to build long-term value and in-house expertise in CRM systems.
Description
Work Type: Hybrid (Currently Remote)
Role Overview:
As a Sugar CRM SME and a Senior Manager, you will be responsible for overseeing the architecture, implementation, support, and continuous improvement of complex Sugar CRM systems. You will be key contributor during Pre-Sales activities and lead technical team through implementation and support post go live. You have proven track record adopting and promoting AI tools within the team to optimize CRM performance. Additionally, you will lead and manage a team of developers to ensure successful project delivery.
Key Responsibilities:
Architectural Design & Implementation:
- Design and implement comprehensive Sugar CRM solutions aligned with organizational needs and objectives.
- Oversee hardware sizing and provisioning to ensure efficient and scalable system architecture.
AI Tools Integration:
- Identify opportunities for AI tools adoption within CRM processes to enhance data analysis, user engagement, and system automation.
- Implement and maintain AI technologies to improve CRM functionalities and business insights.
Team Leadership & Management:
- Lead, mentor, and manage a team of Sugar CRM developers, fostering a culture of innovation and excellence.
- Coordinate project timelines and deliverables, ensuring they meet business requirements and quality standards.
Support & Continuous Improvement:
- Provide expert-level support for Sugar CRM systems, diagnosing and resolving complex issues promptly.
- Conduct regular evaluations of system performance and introduce improvements to optimize functionality and user experience.
Stakeholder Collaboration:
- Work closely with business stakeholders to understand requirements and translate them into effective Sugar CRM solutions.
- Communicate technical concepts and project updates effectively to non-technical stakeholders.
Strategic Innovation & Leadership:
- Stay updated on the latest developments in CRM and AI technologies, advocating for their adoption to enhance business processes.
- Lead strategic initiatives to advance the organization's CRM capabilities and drive business growth.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field.
- 10 – 15 years of experience as a Sugar CRM SME or in a similar role.
- Extensive experience in CRM architecture, hardware sizing, provisioning, and AI tools integration.
- Proven ability to manage and lead development teams effectively.
- Strong problem-solving skills and detail-oriented mindset.
- Excellent communication and stakeholder management skills.
- AI Responsibilities
- Must have an AI-native mindset and able to embed AI into product build and run by deploying AI tools and shipping real AI features.
- Drive adoption of AI tools (such as code assistants and test generators) to enhance developer productivity and solution quality
- Champion responsible AI practices—embed security, privacy, and governance controls in all AI initiatives, aligned with company policies.
- Foster a culture of innovation, continuous learning, and ethical AI use across engineering teams.
- Support engagement and solutioning for AI-powered offerings, translating technical capabilities into business value.
- Collaborate with cross-functional partners (Product, Data, Security, Legal) to ensure safe, effective, and compliant AI delivery.
