Business Operations & CRM Manager

Job Description

Job Description

TITLE: Business Operations & CRM Manager

LOCATION: Kalamazoo, MI

SUMMARY: Management Business Solutions is seeking a Business Operations & CRM Manager for a growing organization in Kalamazoo, MI. This role is responsible for leading customer support operations while serving as the internal Salesforce subject matter expert. The ideal candidate will have strong Salesforce administration experience, a customer-focused leadership style, and the ability to improve processes, training, and overall team performance.

RESPONSIBILITIES:

• Lead and develop the CSR team by setting expectations, providing coaching, and driving accountability for performance and service quality.
• Serve as the Salesforce expert and support ongoing CRM administration, maintenance, user support, and process improvements.
• Develop and deliver training materials for Customer Support, Sales Support, and Sales teams on Salesforce and internal processes.
• Support escalated customer concerns and ensure timely resolution of complex issues.
• Manage customer records, profiles, or related data within Salesforce & internal systems.
• Assist with customer onboarding, account setup, and order entry activities.
• Support RFP processes, customer contracts, and related documentation workflows.
• Monitor customer service metrics and identify opportunities to improve efficiency and customer experience.
• Collaborate cross-functionally with sales, operations, and leadership teams to improve communication and workflow processes.
• Ensure confidentiality and compliance with company and customer data standards.

QUALIFICATIONS:

• Bachelor’s Degree required.
• 10+ years of Salesforce administration and CRM experience.
• Leadership experience within customer support, customer service, or sales support environments.
• Experience developing processes, training materials, and improving customer operations
• Strong communication, organizational, and problem-solving skills.
• Familiarity with contract management, RFP processes, or customer account administration preferred.
• Proficiency with Microsoft Office and CRM reporting tools.

MANAGEMENT BUSINESS SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER