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About the role
- Product Manager overseeing CRM and telephony implementations at Medisca, a global healthcare solutions firm. Managing project lifecycles from vendor selection to data integration.
Responsibilities
- Define and drive the CRM product roadmap in alignment with the business objectives of Sales, Marketing, Customer Success, and Operations.
- Serve as the business owner for the CRM platform, ensuring it supports revenue growth, customer lifecycle management, and reporting requirements.
- Translate business requirements into product specifications, workflows, and functional priorities.
- Manage releases, enhancements, and continuous optimization of the CRM after go-live.
- Participate in the evaluation and selection process for a new CRM platform.
- Conduct requirements gathering, vendor analysis, RFP processes, and solution comparisons.
- Oversee end-to-end CRM implementation, including configuration, customization, and deployment.
- Work closely with company leaders and external implementation partners to deliver projects on schedule.
- Define and execute the data migration strategy from legacy CRM systems to the new platform.
- Map existing data structures and ensure data quality, normalization, deduplication, and validation.
- Establish data governance standards to ensure data accuracy and consistency across systems.
- Collaborate with internal teams to define reporting models and analytics frameworks.
- Manage and mentor the data team, including data analysts, data engineers, and business intelligence specialists.
- Prioritize and coordinate the development of data pipelines, reporting requirements, and analytics initiatives.
- Ensure CRM and telephony systems provide accurate, structured data to reporting platforms, dashboards, and BI tools.
- Lead the selection and implementation of a modern telephony/contact center system.
- Evaluate vendors and technologies such as Twilio, Five9, Aircall, RingCentral, and NICE.
- Define system requirements for telephony.
- Collaborate with engineering teams to implement API integrations.
Requirements
- Minimum 5 years of experience in product management or equivalent experience managing CRM platforms.
- Proven experience leading the selection and implementation of a CRM system.
- Hands-on experience migrating data from one CRM system to another.
- Experience managing or leading a data team (data analysts, BI developers, or data engineers).
- Experience evaluating and implementing cloud-based telephony or contact center systems.
- Experience integrating telephony platforms with CRM systems.
- Strong understanding of CRM data models, customer lifecycle management, analytics and reporting frameworks, APIs, and system integrations.
- Demonstrated ability to manage complex cross-functional projects.
- Experience with major CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, and Zoho.
- Experience with contact center or VoIP platforms.
- Experience with data warehouses, BI platforms, or analytics tools.
- Experience working in technology, SaaS, marketplace, or high-growth environments.
Benefits
- Work–life balance — 37.5-hour workweek with early-finish Fridays throughout the year, and an annual leave and paid time-off policy.
- Invest in your health — Choice of modular plans, a health spending account, and free telemedicine.
- Your future is promising — Learning and growth opportunities within Medisca.
- Save for your future — Medisca contributes to a Deferred Profit Sharing Plan (DPSP) when you invest in an RRSP.
- Help us grow — Employee referral program.
- We like to have fun — Company events throughout the year.
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