Lead Program Manager, CRM

The Lead CRM & CPQ Program Manager is responsible for turning enterprise CX and commercial priorities into clear, coordinated execution. You will own the design, sequencing, and delivery of large cross-functional programs, including CRM consolidation, CPQ optimization, billing integration, and AI-driven sales/service automation.

This is a senior role operating in a fast-moving, ambiguous environment. Success requires strong executive presence, a deep understanding of enterprise CRM/CPQ architecture, and full accountability for business outcomes.

Why This Role Matters for the Organization

• Business & Revenue Impact: This role directly impacts revenue velocity, customer retention, and operational efficiency. By streamlining the CRM and CPQ pipeline, you will reduce quote-to-cash friction, minimize billing leakage, and align cross-functional teams around shared commercial goals.
• Customer & User Impact: You will improve critical touchpoints across the customer lifecycle from the precision of their initial contract and quote to onboarding and ongoing account management. Your work ensures that buying from and interacting with our company is seamless and low-effort.
• Organizational Impact: This role brings structure to complex, technical, and cross-functional work. It strengthens alignment between Product, Sales Ops, Engineering, and Customer teams by raising expectations around CRM data ownership, process governance, and scalable technical delivery.

Key ResponsibilitiesOwn Enterprise CRM & CPQ Transformation

• Lead large-scale programs focused on CRM evolution (e.g., Salesforce/Dynamics) and CPQ optimization.
• Define program scope, success metrics, architectural sequencing, and deployment strategies based on commercial and customer outcomes.
• Drive execution through implementation, user adoption, and value realization.
• Accountability: End-to-end ownership of CRM/CPQ program delivery and outcomes.

Drive Cross-Functional Revenue & Service Alignment

• Align Product, Engineering, Sales Operations, Customer Support, Finance, and Data teams around shared digital transformation goals.
• Establish clear system ownership, manage architectural trade-offs, and maintain momentum while preventing disconnected CRM/CPQ customization.
• Accountability: Cross-functional alignment and system integrity.

Translate Commercial Insight into Scalable Workflows

• Convert sales feedback, customer friction points, and operational metrics into clearly defined CRM use cases and technical requirements.
• Prioritize system enhancements based on revenue impact, contract accuracy, and customer effort reduction.
• Accountability: Feature definition, grooming, and prioritization.

Architect Clarity in Ambiguous Environments

• Bring governance and standard operating procedures to CRM data and CPQ pricing models where they do not yet exist.
• Identify gaps in process, data flows, or billing integrations and work across teams to close them so business models can scale effectively.
• Accountability: Advancing CRM capabilities despite organizational and technical complexity.

Measure and Communicate Value

• Define and track KPIs related to quote turnaround time, contract accuracy, user adoption, customer effort (CES), and operational cost-to-serve.
• Communicate technical roadmaps, risks, and business outcomes clearly to senior leaders through concise, value-focused narratives.
• Accountability: Program performance visibility and executive reporting.

What Success Looks Like

• In the First 12 Months: Comprehensive CRM/CPQ roadmaps are established and launched. Quote-to-cash bottlenecks are identified and systematically dismantled. Clear governance models for CRM data and CPQ pricing rule books are in place across Sales Ops, Finance, and Engineering. Measurable improvements are visible in contract accuracy, quoting velocity, and internal user satisfaction.
• Beyond 12 Months: A fully optimized, scalable CRM and CPQ foundation that seamlessly supports multi-element arrangements, subscription models, and AI-driven quoting. Sustained positive impact on customer retention, sales cycle length, and cross-functional delivery friction.

AI & Automation Expectations

The organization operates with an AI-first mindset. This role will actively embed intelligent automation into the CRM and CPQ landscape. You will identify where AI/GenAI can meaningfully improve quoting accuracy, automate contract reviews, offer predictive “next-best-action” insights to sales/service reps, and drive intelligent self-service workflows in close partnership with our Data and Engineering teams.

Do you have experience in Salesforce Cloud?, Do you have a Bachelor’s degree?, * Education: Bachelor’s degree in Business, Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.

• Experience: 10+ years of experience leading enterprise programs, CRM/ERP implementations, or strategic digital transformation initiatives in SaaS, FinTech, or cloud environments.
• CPQ & CRM Expertise: Proven track record of managing complex CPQ (Configure, Price, Quote) implementations or optimizations (e.g., Salesforce CPQ, Oracle CPQ, Conga) alongside core enterprise CRM platforms.
• Cross-Functional Leadership: Demonstrated experience leading initiatives that bridge technical teams (Engineering, Architecture) with commercial/operational teams (Sales Ops, Finance, Customer Success).
• Executive Presence: Ability to influence VP- and C-level stakeholders, manage steering committees, and drive alignment across conflicting departmental priorities.
• Execution in Ambiguity: Experience operating in high-ambiguity, fast-moving corporate environments with the ability to build structure, governance, and roadmaps from the ground up.
• Data & Analytics Savvy: Strong analytical capabilities with experience using CRM data to build operational insights, KPIs, and compelling executive narratives.
• Preferred Certifications: CPQ Specialist certifications, Certified Scrum Master (CSM), PMP, or SaFe/Agile certifications are a significant plus., * Salesforce CPQ: 6 years (Preferred)
• Business Systems Analysis: 6 years (Preferred)
• Agile product development: 6 years (Preferred)
• Integration: 3 years (Preferred)
• User Acceptance Testing: 6 years (Preferred)

License/Certification:

• Salesforce Certification (Preferred)

$170,000 - $185,000 a year - Full-time, Contract

One of Palo Alto Labs (PAL)’s large enterprise customers a $1Bn+ financial software and tax technology company is hiring a Lead CRM & CPQ Program Manager to drive enterprise-wide improvements in customer experience, commercial velocity, and service delivery.

The organization operates in a highly regulated, data-intensive environment and serves customers across multiple industries. As the company continues to scale its AI-enabled operating model, we are optimizing our revenue operations and customer lifecycle. A critical piece of this evolution is transforming our lead-to-cash process and unifying our CRM ecosystem to improve customer satisfaction, retention, and operational efficiency.

The customer journeys that matter most including onboarding, quoting, billing, product usage, and support span Product, Engineering, Sales Operations, Customer Support, and Finance teams. While customer data and transaction signals are increasing, execution across these areas is not always consistent. Quote-to-cash bottlenecks and fragmented CRM data often slow down cross-functional execution.

This role exists to close that gap by bridging front-office customer experience with robust back-office CRM and CPQ architecture.