CRM Tech Lead - Customer Service Technology

Job#: 3046631

Job Description:

Job Summary:

The CRM Technical Lead will be responsible for overseeing the design, implementation,

and maintenance of the company's Customer Relationship Management (CRM), specifically with customer service platforms. This role involves leading a team of developers, collaborating with business and technology stakeholders to gather requirements, and ensuring that the CRM system integrates seamlessly with other business applications to support customer experience, sales.

Key Responsibilities:

Technical Leadership

Lead and manage the CRM development team, providing technical direction and

mentorship.

Oversee all CRM system architecture, configuration, monitoring and

customization.

Stay updated on new CRM technologies and trends, implementing

improvements as needed.

CRM System Management:

Ensure the CRM platform is effectively configured to meet business needs.

Develop, implement, and maintain integration between the CRM and other

systems (e.g., ERP, marketing automation, third-party tools).

Lead upgrades, patches, and regular system maintenance.

Stakeholder Collaboration:

Work closely with sales, and customer service teams to gather business

requirements and translate them into technical solutions.

Communicate technical issues, project timelines, and risks to non-technical

stakeholders.

Development and Customization:

Lead the design, development, and testing of custom CRM features, including

workflows, dashboards, and reporting.

Ensure data quality and integrity by setting data governance standards.

Create and maintain technical documentation for system configurations and

custom development.

Project Management:

Manage CRM projects from inception through delivery, including scoping,

scheduling, and resource allocation.

Ensure CRM initiatives are delivered on time, within scope, and within budget.

Conduct post-implementation evaluations to ensure system stability and identify

opportunities for continuous improvements.

Skills and Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.

5+ years of experience in CRM development and architecture, with at least 2 years in a technical lead role.

Strong knowledge of CRM platforms (e.g., Zoho, Gladly)

Strong expertise in integration technologies (e.g., APIs, web services).

Proficient in programming languages relevant to the CRM platform (e.g., python

JavaScript).

Experience with chatbots, AI implementations is a plus.

Experience with database management and reporting tools.

Strong problem-solving skills and ability to work under pressure.

Excellent communication and leadership skills.

Experience with Agile/Scrum project management methodologies.

Knowledge of marketing automation and customer service tools.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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