Company Description

Colliers (NASDAQ, TSX: CIGI) is a global diversified professional services and investment management company. Operating through three industry-leading platforms – Real Estate Services, Engineering, and Investment Management – we have a proven business model, an enterprising culture, and a unique partnership philosophy that drives growth and value creation. For 30 years, Colliers has consistently delivered approximately 20% compound annual returns for shareholders, fuelled by visionary leadership, significant inside ownership and substantial recurring earnings.

With $5.5 billion in annual revenues, a team of 24,000 professionals, and *$108 billion in assets under management, Colliers remains committed to accelerating the success of our clients, investors, and people worldwide. Learn more at corporate.colliers.com, X @Colliers or LinkedIn.

CRM Project & Support Manager is responsible for leading the implementation, enhancement, support, and continuous improvement of the organization's CRM platform. This role combines project management, application support, vendor management, stakeholder engagement, and business process optimization to ensure the CRM solution delivers maximum business value and operational efficiency.

Key Responsibilities

Project Management Lead end-to-end CRM implementation, upgrade, migration, and enhancement projects. Develop project plans, timelines, budgets, and resource allocation. Coordinate cross-functional teams across business and IT.

Manage project risks, dependencies, and issue resolution. Ensure projects are delivered on time, within scope, and within budget. Conduct project status meetings and provide executive reporting. CRM Application Management Own the day-to-day management of the CRM platform.

Manage application releases, patches, upgrades,



and new feature deployments. Define and maintain CRM governance and roadmap. Ensure high availability and optimal system performance.

Application

Support (AMS) Manage Level 2 and Level 3 production support. Ensure SLA compliance for incidents, service requests, and problem management. Coordinate root cause analysis and implement preventive measures. Monitor application health and performance. Manage production deployments and change requests. Maintain support documentation and knowledge base. Maintain application documentation, SOPs, and process flows Ensure compliance with data privacy and security policies.

Business Engagement

Partner with Product Specialist and Business champions Gather and prioritize business requirements. Conduct workshops, demonstrations, and solution reviews. Manage user acceptance testing (UAT) and business sign-offs. Vendor & Partner Management Manage external implementation partners and support vendors. Review deliverables and ensure quality standards. Monitor vendor SLAs and performance. Manage contracts, licensing, and support renewals.

Rollout, Adoption & Change Management Lead and support CRM rollouts, migrations, and enhancements across the region. Drive user adoption through targeted training, communications, and engagement activities. Identify adoption challenges and implement practical improvement initiatives.





User Support & Continuous Improvement Provide advanced functional support in collaboration with IT and support teams. Capture and analyze user feedback to inform ongoing product enhancements. Monitor system performance and usage trends to drive continuous improvement.

Data Quality, Reporting & Insights Ensure high standards of data quality, consistency, and compliance. Support stakeholders with actionable CRM insights, dashboards, and reporting. Partner with data teams to improve forecasting, pipeline visibility, and analytics capability.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business, or related field. PMP, PRINCE2, Agile, Scrum, ITIL, or CRM certifications are an advantage

Additional Information

6–8 years of experience in CRM implementation and application support. Minimum 3–5 years managing CRM projects and support teams.

Experience working with global or regional business teams.

Experience managing third-party vendors and AMS providers. Robust knowledge of CRM lifecycle management and enterprise application support. Technical & Functional Knowledge SQL and database fundamentals APIs and system integrations (REST/SOAP) Azure DevOps and ServiceNow Basic understanding of ETL and middleware platforms

CRM configuration (objects, fields, workflows, validation rules, dashboards).

User Acceptance

Testing (UAT) and release coordination. Data governance, quality management, and reporting.

Familiarity with integrations and enterprise data platforms is an advantage Key Competencies Project Planning & Execution Product ownership mindset Strong accountability and Customer Focus Change management and user enablement Strong collaboration across business and technology

Continuous improvement focus Location: India

📌 CRM Project / Support Manager | Information & Technology | Mumbai
🏢 Colliers
📍 Mumbai