CRM Operations Manager (Charlotte, US)

CRM Operations Manager (Charlotte, US)

About The Role

The Manager of CRM Operations is a critical role at Passport. This role serves as the strategic lead and enterprise administrator for the platform, setting the direction of how we use and executing on this strategy. This person will contribute to high profile projects to drive innovation and improve business processes within the Revenue Operations organization and across stakeholder functions including Marketing, Sales, Client Success, Service Delivery, Finance, Product and Legal. This position will have a unique blend of planning and delivering strategies, administrator and system support expertise, as well as a strong understanding of the internal team's processes.


  • Planning and delivering strategies across the company to drive revenue growth and align with other company goals/OKRs
  • Create, develop and implement on the platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer lifecycle
  • Collaborate with all departments to ensure works effectively for all aspects of the company
  • Provide support and training to new and existing users on system features, processes, best practices including data quality and stewardship awareness
  • Administer setup and customization
  • Administer security settings, including role hierarchies, sharing rules, field accessibility, password policies and resets
  • Administer productivity and collaboration functionality through Chatter groups, Chatter feed settings, search settings
  • Administer Google Suite connected applications and configurations as well as maintain page layouts and actions for mobile applications
  • Administer/monitor usage of and integrated applications and be responsible for third party application license management
  • Lead data management and data governance efforts to ensure clean, duplicate-free, and accurate data

About You


  • Bachelor's Degree in Business, Marketing, Sales, IT, or related experience
  • 5+ years of experience
  • Administrator Certification
  • Strong quantitative, analytical and problem solving skills
  • Exceptional attention to detail
  • Inherent ability to organize and prioritize
  • Demonstrated ability to develop and present data-driven recommendations successfully
  • Proven people skills, working successfully in a team context with co-workers, clients, and managers
  • Must be able to work effectively with a variety of stakeholders across multiple functions at Passport
  • Experience implementing, customizing, and supporting the Salesforce platform
  • Demonstrated expertise with relational databases and data manipulation/integration tools
  • Experience customizing Salesforce via declarative methods; Creation of custom objects
  • Experience implementing 3rd party applications within Salesforce
  • Excellent verbal and written communication skills

Preferred Qualifications

  • Experience with marketing automation concepts and processes
  • Experience supporting a global sales, marketing, and client success organization

You are a good fit for this role if you have a proven track record of being highly motivated and self-directed are able to drive a project from conception to start to finish. You are a problem solver and don't get sidelined by roadblocks and objections, but efficiently work through them to find the right solution. You are a strong cross-functional collaborator and you have the ability to build relationships with executive stakeholders. You have the ability to self-start, prioritize, and stay organized in a dynamic work environment. You have a passion for excellence and high quality in the finished product, including strong attention to detail.

About Us

Passport is reimagining the transit and parking experience with a suite of SaaS platforms for our clients and mobile applications for end users. Passport's software platform enables governments to improve operational efficiency for parking and transit operations through smart technology for payments, management, and reporting. By leveraging online and mobile services, leaders are able to access rich data that generate insights that drive better revenue, eliminate waste in the system, and improve outcomes for citizens.

Passport's product lines--parking payments, transit payments, enforcement and permit management--collectively serve to deliver dynamic tools for agencies to better connect with their communities. Its services have been adopted by over 20 of the top 50 cities in North America and over 2,000 locations including Chicago, Toronto, Boston, Portland, and Miami. Passport's mission is to reduce operational complexity and deliver intelligent data to improve decision making for its clients.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status, or other category or classification protected by applicable law.

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