About the role
Crystalia Glass LLC is a U.S.-based manufacturer and provider of premium glass solutions, specializing in custom glass partitions for residential, commercial, and institutional projects. We operate a full-cycle model — from design and manufacturing to sales, delivery, and installation.
We are strengthening our commercial function and looking for a CRM & Sales Operations Manager to own the CRM, the sales process and data quality across the full funnel, from first contact to order handover. This is a hands-on, senior individual contributor role with no direct reports.
Employment Type:
- Full-time 8.30 am - 5 pm, NY (EST zone). - Remote work. - B2B contract (sole proprietorship status or corporate entity).
Key responsibilities:
CRM setup and process design
- Personally configure CRM fields, stages, reports and automation; scope complex changes and integrations for developers and test them before release. - Define rules for each stage: goal, entry and exit criteria, required data and next steps. - Set ownership at each stage and at handover, and agree SLAs for response time and escalation.
Process control and data quality
- Audit deals to check that CRM stages and next steps match actual client communication. - Monitor overdue tasks, stalled deals, missing next steps and missing loss reasons. - Keep CRM data accurate and resolve recurring issues with team leads.
Training
- Write short CRM instructions and train sales reps and team leads to manage deals correctly, including after every change.
Reporting and analytics
- Build funnel reports and dashboards: conversion by stage, stage duration, loss reasons and SLA adherence. - Measure the impact of process changes and share data with sales leadership and the Sales Effectiveness Manager.
Automation and AI
- Use AI to analyze CRM data and prepare next actions for reps, with human review before anything reaches a client. - Build AI workflows for the sales team and maintain AI agents and bots connected to the CRM.
Requirements
The core of this role is hands-on CRM administration and sales process design.
- 5+ years of experience in CRM administration, sales operations or revenue operations, including owning the CRM and sales processes, not only supporting them. - Hands-on CRM setup (HubSpot, Salesforce or similar): fields, stages and permissions. - Hands-on experience bringing AI into a sales team’s daily work, from building to measuring results. - Understanding of the full sales cycle, from first contact to order handover. - Experience designing deal stages, handover rules and SLAs. - Experience automating deal workflows and writing requirements for integrations. - Experience fixing CRM data issues and building sales reports personally. - Strong analytical skills and careful conclusions from data. - Experience training sales reps to work correctly in the CRM. - Experience driving change through team leads without direct authority; strong team player. - Fluent English (C1/C2)
Nice to have
- Setting up or migrating a CRM from scratch. - Experience with a complex physical product with a long sales cycle.
Benefits
- Competitive base salary + performance-based bonuses. - Full ownership of the CRM and sales operations in a fast-growing U.S. company, with the freedom to build them the right way. - Direct influence on how the sales process runs, with data that leadership relies on. - Hands-on work with automation and AI in real sales processes. - Joining a highly professional and dynamic team. - Exciting experience working with prestigious clients in the US market.
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