Project Manager – CX/CRM

About the Role

We are looking for a dynamic and experienced Project Manager – CX/CRM to lead cross-functional teams in delivering world-class Customer Experience (CX) and Customer Relationship Management (CRM) projects. This role is central to driving operational excellence across Smartsheet and Asana collaboration suites, ensuring delivery excellence, customer satisfaction, and employee engagement through structured yet agile project execution. The ideal candidate is both a strategic leader and hands-on executor, capable of managing multiple client portfolios, maintaining high C-SAT scores, and nurturing a strong CX culture through the CXGRIT framework — measuring resilience, accountability, and empathy across customer-facing projects.

What You'll Do

• •Lead and manage end-to-end delivery of CX and CRM projects across multiple clients and industry domains.
• •Oversee project planning, execution, monitoring, and reporting using Smartsheet and/or Asana Work Management platforms.
• •Define and track project milestones, sprints, and deliverables in alignment with Agile and Scrum principles.
• •Coordinate with cross-functional teams — developers, analysts, QA, design, and delivery — to ensure on-time and high-quality outcomes.
• •Maintain a strong focus on customer satisfaction (C-SAT) through proactive communication, governance, and service excellence.
• •Evaluate and strengthen CXGRIT (Customer Experience Grit) — the cultural strength, engagement, and empathy of teams delivering customer projects.
• •Manage project portfolios, budget utilization, and resource allocations to achieve profitability and service excellence goals.
• •Facilitate daily stand-ups, sprint reviews, and retrospectives, ensuring transparency and continuous improvement.
• •• Prepare executive dashboards and performance reports highlighting KPIs, risks, and mitigation plans.
• •Identify process improvement opportunities and contribute to PMO best practices for scalability and standardization.

What We're Looking For

• •7+ years of project management experience, preferably in CX, CRM, or SaaS implementation environments.
• •Proven expertise in Smartsheet and/or Asana for portfolio management, sprint tracking, automation workflows, and stakeholder collaboration.
• •Solid understanding of Agile/Scrum and Hybrid delivery models.
• •Experience managing enterprise-scale CRM platforms (Salesforce, Microsoft Dynamics, HubSpot, or custom CRM solutions).
• •Strong knowledge of CX methodologies, C-SAT measurement, and customer journey mapping.
• •Ability to measure, interpret, and act on CXGRIT insights—linking employee engagement with customer success outcomes.
• •Exceptional leadership, communication, and stakeholder management skills.
• •Proven track record of handling multi-project environments, balancing quality, cost, and timeline.
• •Strong grasp of risk management, governance, and change control processes.
• •Ability to manage geographically distributed teams with empathy and accountability.
• •Bachelor’s degree in Engineering, Business, or related field; PMP, PMI-ACP, or Scrum Master certification preferred.

Nice to Have

• •Opportunity to lead high-impact CX and CRM projects for global clients using modern collaboration and automation platforms.
• •A culture of continuous learning, innovation, and human-centered leadership.
• •Access to Smartsheet, Asana, and CX Intelligence tools to drive delivery excellence.
• •Competitive compensation package with performance-linked incentives.
• •Collaborative work environment fostering ownership, accountability, and growth.
• •Platform to shape and influence the CXGRIT culture across the organization and customer ecosystems.

What We Offer

•Hands-on experience with Smartsheet Control Center, WorkApps, or Asana Advanced Portfolios.

•Familiarity with AI-based productivity tools and automation workflows for project tracking.

•Experience in Customer Experience Management, CX Analytics, or CRM Implementation Consulting.

•Working knowledge of integrations across Smartsheet, Asana, Jira, Salesforce, or ServiceNow ecosystems.

•Exposure to OKR frameworks, employee engagement surveys, and experience benchmarking practices.

•Ability to create data-driven dashboards highlighting KPIs for delivery, satisfaction, and performance.