Business Applications Lead - Customer Solutions

Avtron Power Solutions • Full-time • Valley View, OH, US • $85k - $135k / year • 3d ago

Business Applications Lead-Customer Solutions

Position Summary

Avtron Power Solutions, a Legrand company, is seeking a highly motivated Business Applications Lead – Customer Solutions to own and drive the strategy, roadmap, implementation, and continuous improvement of our customer-facing business applications.

This role serves as the technical and business owner for our Customer Relationship Management (CRM) platform, customer portal, and related customer engagement technologies. The successful candidate will work closely with Sales, Customer Service, Marketing, Engineering, Operations, Master Data, and IT to deliver scalable solutions that improve the customer experience while supporting Avtron's continued digital transformation.

This position combines business analysis, solution architecture, product ownership, project management, vendor management, and application administration into a single strategic role responsible for delivering measurable business value.

Key Responsibilities

Business Application Ownership

Serve as the primary owner for all customer-facing business applications, including CRM platforms, customer portals, and supporting technologies.
Develop and maintain a multi-year application roadmap aligned with business strategy and digital transformation initiatives.
Ensure applications continue to meet evolving business requirements through continuous improvement and optimization.
Evaluate new technologies and recommend solutions that improve customer experience and operational efficiency.

CRM & Customer Portal

Own the administration, configuration, governance, and optimization of the company's CRM platform (HubSpot or equivalent).
Lead enhancements to sales, customer service, and customer engagement processes.
Manage customer portal initiatives, ensuring successful delivery, user adoption, and ongoing support.
Partner with Sales Leadership and Customer Service to improve customer lifecycle management.

Business Process Improvement

Analyze current business processes and identify automation opportunities.
Gather business requirements from stakeholders across departments.
Design scalable business solutions leveraging existing enterprise systems.
Document workflows, functional requirements, business processes, and solution designs.
Promote standardization and best practices across customer-facing functions.

Product Ownership

Act as Product Owner for assigned business applications.
Maintain application roadmaps and enhancement backlogs.
Prioritize initiatives based on business value and organizational objectives.
Coordinate testing, user acceptance, deployment, and change management activities.

Project Management

Lead multiple concurrent application implementation projects.
Develop project plans, timelines, budgets, risk assessments, and status reporting.
Coordinate cross-functional project teams and external implementation partners.
Ensure projects are delivered on time, within scope, and within budget.
Facilitate project governance meetings and executive status updates.

Technical Leadership

Configure and maintain CRM workflows, automation, dashboards, reporting, and integrations.
Collaborate with ERP, Data & Analytics, Infrastructure, and Development teams to ensure seamless system integration.
Support API integrations between CRM, ERP, customer portals, Power BI, Microsoft 365, and other enterprise applications.
Coordinate system upgrades, testing, release management, and production deployments.

Vendor Management

Manage relationships with software vendors, implementation partners, and consultants.
Coordinate project delivery and support activities.
Review Statements of Work (SOWs), licensing, and service agreements.
Monitor vendor performance against agreed service levels.

Reporting & Analytics

Develop executive dashboards and KPI reporting.
Partner with business leaders to define meaningful metrics.
Ensure data accuracy and governance across customer-facing systems.
Support reporting initiatives utilizing Power BI and CRM reporting capabilities.

User Adoption & Training

Develop user documentation, knowledge articles, and standard operating procedures.
Lead user training initiatives.
Promote system adoption through continuous engagement with business stakeholders.
Provide Level 2 application support and coordinate escalation with vendors when required.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline.
5+ years of experience managing enterprise business applications.
3+ years of experience administering or supporting CRM platforms (HubSpot, Salesforce, Microsoft Dynamics, SAP CRM, or similar).
Experience leading enterprise software implementation projects.
Strong understanding of customer lifecycle management and CRM best practices.
Experience gathering business requirements and translating them into technical solutions.
Experience working with ERP systems (SAP Business One preferred).
Strong understanding of application integrations, APIs, and data synchronization.
Excellent project management and organizational skills.
Outstanding written and verbal communication skills.

Preferred Qualifications