Microsoft Dynamics CRM & Appian Technical Platform Manager
Remote World
- Canada
- $120,000-150,000 per year
- Permanent
- Full-time
- Partner with key business stakeholders to define the product vision, roadmap, and backlog for CRM and Appian platforms
- Align platform capabilities with company growth, retention, and operational objectives
- Translate business needs into scalable workflows, automations, system enhancements, and reporting capabilities
- Define and monitor success metrics (KPIs) such as user adoption, process efficiency, automation impact, SLA adherence, and data quality
- Balance strategic initiatives with ongoing operational support and platform stability
- Contribute to annual planning, roadmap development, and release planning
- Lead and mentor the platform configuration/administration team (CRM and Appian administrators)
- Oversee workflow configuration, automation rules, case routing, forms, permissions, data models, and reporting dashboards
- Ensure strong governance, documentation, and change management practices
- Establish standards for configuration, release management, and system controls
- Identify risks, blockers, and technical debt; proactively drive resolution
- Support team member development and ensure alignment to performance and career goals
- Partner with Marketing, Operations, Finance, Compliance, and other internal stakeholders to enable business processes
- Collaborate with Engineering on integrations, APIs, and complex technical initiatives
- Lead backlog refinement, sprint planning, demos, and stakeholder reviews
- Conduct discovery with internal users (Voice of Business) to gather requirements and prioritize enhancements
- Ensure technical and operational considerations are incorporated into feature planning
- Drive alignment across platforms to reduce redundancy and improve system interoperability
- Establish and maintain data governance standards and role-based access controls
- Ensure data integrity, system reliability, and audit readiness
- Monitor platform performance, usage trends, and operational metrics
- Drive continuous improvement through automation and process optimization
- Maintain comprehensive system and process documentation
- Ability to translate complex business processes into scalable system configurations
- Strong balance of strategic thinking and operational execution
- Detail-oriented with a focus on system integrity and sustainability
- Comfortable working across technical and non-technical teams
- Experience managing competing priorities in a dynamic environment
- Strong leadership and coaching capability
- Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience)
- 5+ years of experience in product management, CRM/platform ownership, or enterprise systems management
- Hands-on experience with CRM systems (e.g., Microsoft Dynamics CRM or similar) and workflow/automation platforms such as Appian
- Experience leading or mentoring platform administrators or configuration teams
- Strong understanding of CRM data models, workflow automation, permissions, reporting, and governance
- Experience managing backlogs, writing user stories, and prioritizing cross-functional initiatives
- Familiarity with system integrations, APIs, and enterprise architecture concepts
- Strong analytical skills with ability to define and track KPIs
- Experience working in Agile environments using tools such as JIRA and Confluence
- Excellent stakeholder management, communication, and organizational skills
- US-based, with a preference for Seattle, WA and consideration for applicants in the Central or Mountain time zones.
- Seattle-based employees will follow a hybrid schedule, working from our casual, pet-friendly office at least three days per week.
- The base salary range for this position is $120,000 - $150,000, on a full-time schedule.
- Along with base salary, Trupanion employees may be eligible for monthly bonuses.
- We want all employees to be invested in Trupanion's success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
- Five-week sabbatical after five years of employment
- Open, casual, pet-friendly, and fun office environment
- Free medical health insurance for your pet (1 dog or cat)
- Paid time off to volunteer at nonprofit organizations
- Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.