CRM Project Manager

Monks is seeking a CRM Project Manager for its NAMER team to lead CRM platform implementation and managed services projects for global clients. The role oversees project delivery, budgets, schedules, client communication, and cross-functional teams, while contributing to practice development and PMO processes.

Responsibilities:

• 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
• 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
• 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

Requirements:

• 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
• 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 Review milestones
• Resource & Dependency Tracking: Overseeing cross-functional small team execution, tracking team member bandwidth, and proactively managing risks, issues, and dependencies
• Relevant certifications such as PMP, Certified Scrum Master (CSM), or Salesforce Administrator
• Experience with vendor management and third-party partner integration
• Proficiency in advanced project management tools and complex Jira workflows/reporting
• Strong cross-cultural communication and soft skills for working with global client teams