CRM Sales Operations & Customer Success Lead at Garibaldi Glass – Burnaby, British Columbia

Position Overview
The CRM Sales Operations & Customer Success Lead is responsible for optimizing and operationalizing the company’s CRM ecosystem to drive sales effectiveness, data integrity, customer engagement, and revenue performance. This role owns the strategy, governance, adoption, and continuous improvement of CRM workflows, analytics, and engagement programs.

Key Responsibilities
CRM Strategy & Governance:

• Own the strategic roadmap for CRM systems, ensuring alignment with organizational goals.
• Develop and maintain CRM SOPs and usage guidelines.
• Lead CRM data governance, permission policies, and security best practices.
• Evaluate and implement CRM integrations with third-party tools.

Process Optimization & Sales Operations:

• Architect, optimize, and troubleshoot CRM workflows and pipelines.
• Standardize sales processes and lifecycle stages.
• Improve forecasting accuracy via structured data models.
• Support Sales Leadership in enforcing consistent sales process accountability.

Data Integrity, Reporting & Insights:

• Ensure data accuracy, completeness, and consistency.
• Build and maintain dashboards for Sales, Finance, and Executives.
• Perform data analysis to identify trends and performance gaps.
• Develop reporting frameworks supporting KPI tracking and revenue planning.

Commercial Enablement, Engagement & Ongoing Training:

• Lead CRM onboarding and ongoing training programs.
• Develop continuous learning paths and update training materials.
• Host recurring refresher sessions and track training effectiveness.
• Collaborate with Marketing to support the lead lifecycle management and attribution.

Leadership & Cross-Functional Collaboration:

• Act as liaison between Sales, Marketing, IT, and Operations.
• Ensure CRM-driven insights inform strategy and execution.
• Provide thought leadership on sales enablement technologies.
• Lead or support strategic initiatives such as tech-stack upgrades.

Core Duties
Daily Duties:

• Monitor CRM health and address data quality issues.
• Review pipeline activity and workflow performance.
• Support teams with CRM troubleshooting.

Weekly Duties:

• Provide weekly micro-training sessions.
• Review user adoption metrics and deliver coaching.
• Conduct usage audits and drive corrective actions.

Monthly Duties:

• Host structured CRM workshops
• Update training documentation.
• Produce pipeline and revenue analytics.

Annual Duties:

• Refresh training programs to reflect platform changes.
• Lead CRM roadmap planning.
• Participate in professional development to maintain CRM expertise.

Qualifications (Education, Experience, Training)

• Bachelor’s degree in business, Marketing, Data Analytics, Technology, or related field (preferred).
• 5+ years in CRM administration, sales operations, or revenue operations.
• Experience designing and delivering CRM training programs.
• Strong background in workflow automation and integrations.
• Advanced CRM configuration capabilities.
• Strong communication and facilitation skills for ongoing training.
• Highly organized, analytical, and process driven.

Compensation

• The salary for this position is commensurate with experience; the salary range for this position is $80,000 – $120,000 CAD annually.

Working Conditions
This position works a majority of the time in a standard office environment and may be required to spend time within a manufacturing plant environment.

Standard Office:

• Comfortable indoor area.
• Comfortable environment with exposure to some dust, dirt or other conditions which might produce mild discomfort.
• Frequent, short periods when it is necessary to pay close attention to the monitoring of sights and sounds.
• Moderate mental demands due to one or more conditions, which are present in the job. There may be noticeable pressure from simultaneous priorities and deadlines.

Manufacturing Plant:

• Temperature controlled indoor area
• Comfortable environment with exposure to some dust, dirt or other conditions which might produce mild discomfort.