Application Manager

The Application Manager reports to the CX Technology & Innovation Manager and works primarily with the CX Technology & Innovation team and the Customer Service Operations team.

The Application Manager is responsible for defining and driving the strategic roadmap of the CRM tool in alignment with the CX Technology & Innovation Manager, to reach our North Star: 80% Automation and 20% XLent Human Service, while maximizing customer and agent satisfaction.

The Application Manager oversees planning, prioritization, and execution of CRM developments, ensuring scalability, reliability, and seamless integration with third-party applications. This role bridges the gap between strategic objectives and day-to-day operations, ensuring the CRM evolves to meet current and future business needs.

To do so, they are assisted by CRM Specialists and work closely with cross-functional teams.

The Application Manager leads the long-term strategic development of the CRM, translating business requirements into effective and future-proof solutions that drive automation and operational excellence.

The Application Manager ensures that CRM features and functionalities are designed to enhance customer and agent experiences while maintaining the systems scalability, reliability, and security.

The Application Manager provides clear direction to CRM Specialists, prioritizing work based on impact and alignment with the overarching strategic goals.

The Application Manager provides regular CRM performance reports to key stakeholders.

Responsibilities:

• Create the CRMs roadmap in alignment with business goals.
• Plan and oversee CRM developments, from short term fixes to long term initiatives.
• Collaborate with other teams to ensure continuous development of the CRM functionalities.
• Collaborate with Zendesk to ensure we make most out of the CRM, following best practices.
• Report on CRM performance to key stakeholders.
• Ensure scalability, reliability and security of the CRM.
• Stay up to date with latest CRM technologies and AI advancements.
  
  
  

• Bachelors degree in Information Technology, Computer Science, Business Information Systems, or a related field
• 58 years of experience in CRM administration or application management, preferably with strong hands-on expertise in Zendesk
• Proven experience defining and managing CRM roadmaps, feature adoption, and cross-functional implementations
• Strong understanding of CRM architectures, integrations, workflows, and automation capabilities
• Demonstrated ability to translate business requirements into scalable, reliable, and secure CRM solutions
• Experience working with API integrations and third-party application connections
• Solid understanding of customer experience operations and support processes
• Strong analytical and problem-solving skills, with the ability to assess impact, prioritize enhancements, and optimize system performance
• Experience leading or managing CRM Specialists, technical teams, or cross-functional project groups
• Ability to collaborate with vendors such as Zendesk and ensure adherence to best practices
• Strong communication and stakeholder-management skills, with experience presenting system performance and updates to leadership
• Up-to-date knowledge of CRM trends, automation technologies, and AI-driven solutions
• Project management experience, ideally with Agile methodologies