CRM Implementation Specialist

About IntouchCX
 

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The CRM Implementation Specialist is responsible for supporting technical requirements for our clients’ use of CRM platforms. This role reports to the CCaaS/CRM Consultant for Digital Strategy.

The ideal candidate already has the certifications necessary to fulfill vendor partner requirements from the platform. In addition to CRM configuration and administration expertise, the selected candidate must also be engaging, creative, curious, a self-starter, and able to collaborate directly with clients when needed. An optimal candidate will be able to navigate new or unfamiliar CRM platforms with a minimum of supervision or exposure and perform admin-level tasks on an ad-hoc basis.

As a CRM Implementation Specialist, You Will…

• Responsible for being the technical resource on various aspects of CRM set-up and configuration from a client perspective.

• Provide an advisory role in our solutions approach to solving client requirements that depend on CRM tools.

• Able to work independently as well as on a team in a fluid, fast-paced environment. Must be able to team with other CRM specialists and business analysts as needed.

• Manages workload, including assigned project management tasks within established scope, budget, and timelines.

• Manage personal certifications by staying current on those achieved and obtaining relevant certifications needed to support our partner status and client needs.

• Continuously develops expertise on AI and automation tools (AI Agents / Copilot).

• Able to facilitate and/or create knowledge transfer materials so clients can self-support where appropriate.

• Partners with client representatives and key stakeholders in maintaining a consistent enterprise organizational structure across human capital management (HCM) and other related technologies.

• Supports (does not need to be the main person) relationship with CRM account executives and team globally.

As a CRM Implementation Specialist, You Need…

• A college degree in a technology field, such as Information Systems and/or Business Management, is strongly preferred.

• Minimum of 2-3 years of experience with CRM design and implementation. 

• Current certifications at the Specialist, Expert, Architect, or AI tools levels.

• Proven experience in various roles, including Implementation, AI/Agentic models, and Presales/Demo delivery.

• Minimum of 2 years of project leadership experience.

• Proven track record in change management and business transformation initiatives.

• Experience delivering complex projects involving systems integration, workflow automation, and multi-platform solutions.

• Experience as a Business Analyst and/or Project Manager is an asset. 

• Experience managing relationships, internal and external, including helping navigate through barriers and aiding in solutions. 

• Experience working in a team capacity on various projects. 

• Strong technical proficiency combined with business acumen to deliver complex, high-impact solutions.

• Hands-on experience leading end-to-end CRM implementation projects.

• Relevant certifications (e.g., Zendesk, Salesforce, Gladly, Intercom, Kustomer) to facilitate effective partnerships with platform vendors and sales teams.

• Ability to assess IntouchCX business needs and provide strategic advice on ongoing certification requirements.

• Proven ability to manage direct client interactions professionally with minimal oversight.

• Exceptional analytical and problem-solving capabilities.

• Expertise in technical management and support, with a focus on collaborating with end users to identify and resolve business challenges innovatively.