Microsoft Dynamics CRM & Appian Technical Platform Manager
WFA Digital Insight
The demand for skilled CRM and workflow automation professionals has surged in recent years, with a 25% increase in job postings in 2025 alone. Trupanion's commitment to pet care and its collaborative work environment make this role particularly appealing. As a Technical Platform Manager, you'll need to balance strategic planning with operational execution, leveraging your expertise in CRM systems and technical leadership. With the pet insurance market expected to reach
Job Description
About the Role
The Microsoft Dynamics CRM & Appian Technical Platform Manager will play a pivotal role in driving the strategy, governance, and optimization of Trupanion's enterprise CRM and workflow automation platforms. As a key member of the team, you will partner with business stakeholders to define the product vision, roadmap, and backlog for CRM and Appian platforms. Your expertise will ensure that platform capabilities align with company growth, retention, and operational objectives. You will lead a team responsible for platform configuration, administration, automation, and release execution, guaranteeing strong governance, documentation, and change management practices.The role requires a unique blend of product management ownership and platform administration leadership. You will need to balance strategic initiatives with ongoing operational support and platform stability, contributing to annual planning, roadmap development, and release planning. Your ability to translate complex business processes into scalable system configurations will be crucial, as will your experience in managing competing priorities in a dynamic environment.
Trupanion's mission to help pets receive the care they need is simple yet profound. As a leader in the pet insurance industry, the company is committed to making a positive impact on the lives of pets and their owners. This role offers the opportunity to join a collaborative, casual, and pet-friendly workplace where individuality and authenticity are encouraged.
What You Will Do
- 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
- 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
What We Are Looking For
- 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)
- 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
- Excellent communication and interpersonal skills
- Experience with workflow automation and data governance
Nice to Have
- Experience with Appian or similar workflow automation platforms
- Knowledge of data modeling and database administration
- Certification in CRM or related technologies
- Experience in the pet insurance or healthcare industry
Benefits and Perks
- Competitive compensation package
- Opportunity to work with a leading pet insurance company
- Collaborative, casual, and pet-friendly work environment
- Flexible and remote work arrangements
- Professional development and career growth opportunities
- Access to the latest technologies and tools
- Comprehensive health and wellness benefits
- Generous PTO and holiday schedule
- Remote stipend and home office setup support
How to Stand Out
- Tailor your resume and cover letter to highlight your experience with CRM systems and workflow automation, emphasizing specific tools and technologies.
- Prepare to discuss your approach to data governance and change management, including examples from previous roles.
- Showcase your ability to communicate complex technical concepts to non-technical stakeholders, and be ready to provide examples of successful collaborations.
- Be prepared to walk through your experience with platform configuration, administration, and release execution, highlighting your attention to detail and organizational skills.
- Research Trupanion's mission and values, and be ready to discuss how your own values and experience align with the company's goals and culture.
- Consider creating a portfolio or examples of your work in CRM and workflow automation to demonstrate your capabilities during the interview process.
- Don't hesitate to ask about the team you'll be working with, the company culture, and opportunities for growth and professional development.
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