Associate Business Product Manager - CRM

The Associate Business Product Manager - CRM supports the management, delivery, adoption, and continuous improvement of the CRM platform for the Performance Coatings Group (PCG). Working under the direction of the Business Product Manager – CRM, this role  defines requirements, manages capability backlogs, supports delivery teams, and drives the adoption of CRM functionality. The position will contribute to larger product domains while independently managing smaller capabilities, enhancements, and operational improvements.

Additional Details:

• This position requires up to 10% travel.
• This role is not remote/hybrid.  This role will report Sherwin-Williams Cleveland Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44115
• This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company’s applicable plans. 
• Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Product Support & Capability Ownership

• Partner with the Business Product Manager- CRM to manage assigned areas of the CRM roadmap and independently maintain the backlog for assigned capabilities
• Own smaller CRM capabilities and enhancements from intake through delivery and adoption
• Lead requirements discovery for assigned capabilities and document business outcomes, process requirements, user stories and acceptance criteria
• Evaluate and recommend backlog prioritization for assigned capabilities and support feature planning activities
• Participate in product reviews, testing, and release readiness activities
• Validate that delivered functionality meets agreed business outcomes and acceptance criteria
• Make day-to-day decisions for assigned capabilities within established product strategy, governance, architecture and prioritization guardrails
• Identify and communicate risks, dependencies, tradeoffs, and opportunities affecting assigned capabilities
• Escalate decisions that materially affect other product areas, enterprise standards, roadmap commitments, or solution integrity to the CRM Product Management team

Business & Stakeholder Partnership

• Build trusted relationships with business stakeholders across Sales, Service, Marketing, and Operations
• Plan and facilitate requirement workshops, stakeholder interviews, process reviews and discovery sessions
• Serve as a point of contact for assigned capabilities and functional areas
• Help translate business needs into scalable CRM solutions
• Communicate recommendations, risks, impacts, and tradeoffs to support informed stakeholder decisions
• Represent assigned capabilities in cross-functional product, delivery and governance working sessions, as appropriate
  Delivery & Continuous Improvement
• Support Agile delivery teams by clarifying requirements, priorities, and acceptance criteria, and by validating delivered results against intended business outcomes
• Participate in CRP, SIT, and UAT activities
• Monitor adoption and identify opportunities for process improvement
• Assist in measuring business value and user adoption of assigned CRM capabilities
• Contribute data, stakeholder insights, adoption findings and business analysis to broader CRM roadmap and prioritization decisions

Operational Support

• Triage and support the resolution of CRM-related issues
• Support data quality, reporting, dashboards, and user support activities
• Coordinate with technical teams to troubleshoot issues, evaluate potential solutions and recommend enhancement priorities
• Create and maintain product documentation, training materials, and knowledge articles
• Analyze recurring support issues and provide recommendations on how to alleviate them.
   

Minimum Requirements:

• Must be at least eighteen (18) years of age 
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must have a Bachelor’s degree or higher
• Must have at least three (3) years experience in project or product management initiatives supporting business systems, CRM platforms, or enterprise applications
• Must have experience leading requirements discovery, analyzing business processes, defining desired outcomes, and translating findings into actionable requirements or user stories

Preferred Qualifications:

• Have experience with CRM such as Salesforce or Microsoft Dynamics 365
• Have experience working in Agile delivery teams
• Have an understanding of sales, service, or marketing processes
• Have experience participating in software implementation or enhancement projects
• Have experience with Marketo or similar automation platforms
• Have experience leading global projects