CRM Project Manager

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About the Role

Monks is a trusted Salesforce Consulting Partner helping organizations grow faster and create deeper customer connections through their CRM platforms. We are seeking a highly motivated and organized CRM Project Manager to join our NAMER team focused on delivering CRM Platform Implementations and Managed Services solutions to our global clients.

As a CRM Project Manager, you will hold a critical project and people leadership role responsible for the progress and success of one or more projects. This could include leading full project scopes (SOWs) or specific SOWs within a broader Enterprise Project. You will manage customer expectations and organize processes for the success of the operation, ensuring communication flows seamlessly between all internal and external stakeholders.

This position involves leading cross-functional teams and managing administrative project tasks, project budgets, and allocated hours in tools such as JIRA (or client-provided management tools). You will also have indirect and potentially direct leadership over team members, providing important feedback on their work and supporting their professional development.

Responsibilities:

Client & Technical Delivery:

• Acts as the primary point of contact following pre-sales handoff to delivery, leading client engagements and managing expectations with a strong background in facilitating meetings and team leadership.

• Lead multiple small to medium projects with low to medium complexity, or act as the fully allocated project manager for a higher complexity project.

• Create and manage project plans, monitoring progress, managing allocated hours, and overseeing project budget.

• Communicate project status, risks, and issues effectively to client stakeholders.

• Lead project teams to follow best practices related to work product delivery, documentation, and communication, meeting project needs and client expectations.

• Resolve client escalations smoothly, pulling in inputs from internal senior team members when necessary.

• SOW Alignment & Gap Management: Conduct gap analyses between discovery requirements and the signed Statement of Work (SOW), identifying scope, assumption, and interpretation gaps, and preparing structured resolution options (including Change Requests).

• Structured Lifecycle Phase Execution: Take clear ownership across the five core project phases—Onboard, Discover, Design, Develop, and Deliver—with emphasis on milestone exit criteria.

Team Leadership:

• Provide indirect leadership over CRM team members, including architects, developers, consultants, data analysts, lifecycle strategists, and other roles allocated to your projects, offering actionable feedback on their work and deliverables.

• Can act as a direct leader to designated team members, supporting them and providing consistent feedback to aid their career development.

Practice Development & PMO Processes:

• Comply with defined PMO processes applicable to your projects, while providing feedback and cooperating on PMO process improvements and optimizations.

• Articulate practice capabilities, offerings, and value propositions to clients.

• Contribute to practice thought leadership and offerings, and participate in internal or external practice events and training.

• Stay current on the latest project management learning, methodologies, and market trends.

• PMO Governance & Tooling: Maintain standardized project artifacts and tools, including lean RAID logs, Decision Trackers, JIRA boards, and shared repository structures.

About You

The essentials:

• 5+ years of applicable project management experience in CRM and enterprise platform implementations or CRM managed services.

• Demonstrated abilities in organization, project planning, and effective communication (both written and verbal).

• Experience leading projects with multiple work streams or multiple projects concurrently.

• Experience working with people in a collaborative environment and coordinating with various cross-functional stakeholders.

• Demonstrated ability for self-directed learning, including acquiring certifications, accreditations, and platform badges.

• Ability to work flexible hours tailored to support the NAMER region (prioritizing EST).

• Client Kickoff & Meeting Cadence Management: Experience scheduling and running structured internal and external kickoffs (maintaining proper lead times), managing stakeholder discovery workshops, and leading formal SOW Gap…