Internal CRM Consultant

Internal CRM Consultant

Reports To:

VP of Revenue

Role Overview

As our Internal CRM Consultant, you will lead the customization and ongoing optimization of our CRM platform to serve Solutions Metrix's unique business model. You will work cross-functionally with sales, delivery, finance, and leadership teams to translate business processes into smart CRM workflows — and you will own the outcomes.

Unlike a client-facing consultant role, this position gives you the mandate to drive long-term adoption and continuous improvement. You are not delivering and moving on — you are building something that lasts.

Who We Are

Since 2001, Solutions Metrix has been implementing CRM solutions for companies of all sizes across Canada and North America. Our team of specialists masters a wide range of CRM platforms without being tied to any — we always recommend the solution that best fits each client's needs and objectives.

We are now applying that same philosophy internally. This role is a rare chance to be both a practitioner and a beneficiary — to shape how a CRM-focused company manages its own relationships, pipeline, and growth.

Key Responsibilities

CRM Design & Configuration

• Lead the architecture and configuration of our CRM platform (selection or existing platform) to match our internal sales, pre-sales, and delivery workflows.
• Build custom objects, fields, pipelines, and automation rules that reflect how our teams operate.
• Design dashboards and reports giving leadership real-time visibility into revenue, pipeline health, and client engagement.

Process Mapping & Optimization

• Document current internal processes and identify friction points where CRM can reduce manual work or improve data quality.
• Automate repetitive tasks — lead assignment, follow-up reminders, contract renewals, onboarding sequences — to free up consultant and sales time.
• Develop and maintain process documentation so the CRM remains a reliable source of truth.

Internal Stakeholder Engagement

• Conduct needs analysis sessions with each internal team (sales, delivery, finance, HR) to surface requirements and prioritize roadmap items.
• Manage an internal CRM backlog using agile methodology — sprint planning, grooming, and retrospectives adapted for an internal IT product.
• Act as the primary point of contact for CRM-related questions, issues, and enhancement requests.

Training & Change Management

• Develop role-specific training materials and deliver onboarding workshops for all internal users.
• Champion adoption by creating a culture of CRM use — through enablement, not enforcement.
• Provide post-launch support and iterate based on user feedback.

Data Governance & Quality

• Define and enforce data entry standards, naming conventions, and hygiene processes.
• Build deduplication, validation, and enrichment workflows to maintain clean, reliable data.
• Own integration architecture between the CRM and adjacent tools (ERP, project management, finance, marketing platforms).

Strategic Contribution

• Leverage our own CRM as a living demonstration of best practices — an asset we can reference with prospects and clients.
• Contribute to thought leadership content based on internal learnings (blog posts, case studies, internal playbooks).
• Stay current on CRM trends and evaluate new features or platform capabilities that could benefit SM.

Qualifications

Required

• Bachelor’s degree in Information Systems, Engineering, Business, Technology, or a related discipline.
• CRM certification (Creatio preferred; Salesforce, HubSpot, Microsoft Dynamics, or equivalent also considered).
• Minimum 3+ years (ideally 5–7 years) of hands-on CRM administration, implementation, RevOps, or business systems experience.
• Strong command of business process mapping and workflow automation.
• CRM reporting, dashboard design, and analytics capabilities.
• Data governance, data quality management, and CRM architecture knowledge.
• Experience prioritizing enhancement roadmaps and managing an internal CRM backlog.
• Working knowledge of CRM integrations, APIs, and adjacent business systems.
• Proven ability to gather requirements from non-technical stakeholders and translate them into CRM configurations.
• Experience owning a CRM product end-to-end — from discovery through adoption.

Strong Assets

• Experience in Financial Services, Banking, Credit Union, SaaS, or Professional Services environments.
• Experience supporting Revenue Operations (RevOps) or go-to-market organizations.
• Exposure to iPaaS platforms (e.g., Boomi) or CRM API integrations with adjacent business systems.
• Agile product ownership or Scrum experience — even in an internal product context.
• CRM certifications (Creatio preferred; Salesforce, Dynamics, HubSpot, or equivalent also valued).
• AI-enabled process optimization experience.
• Change management and user adoption expertise.

Key Soft Skills

• Business-first mindset — focused on outcomes, not just technical output
• Curiosity and a continuous improvement orientation
• Strong listening and stakeholder facilitation skills
• Ability to challenge existing processes constructively
• High ownership and accountability — you define success, you don’t wait to be told
• Comfortable operating with ambiguity and limited structure
• Executive communication capability

This Role Is Not For You If

• You are purely technical with limited business process experience
• You prefer ticket fulfillment over ownership and measurable outcomes
• You have limited stakeholder management experience
• You resist change management and user enablement responsibilities
• You depend heavily on external direction with limited initiative
• You cannot point to demonstrated examples of driving CRM adoption or delivering measurable business outcomes

What We Offer

💰  Competitive salary

🏥  Medical & dental insurance

🕐  Flexible working hours

🏠  Hybrid work model

🎓  Tuition reimbursement

✈️  Paid time off

🌍  Diverse & inclusive environment

📚  Access to SM's full knowledge base

Equal Opportunity Employer

Solutions Metrix is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.