Technical Program Manager - CRM

Brown & Brown is seeking a Technical Program Manager - CRM to join our growing team in Plano, TX. 

The CRM Program Manager will lead the planning, business design, implementation, and adoption of enterprise customer relationship management capabilities on the Salesforce platform. The role will coordinate business leaders across Small Commercial, Middle Market Commercial, Large Commercial, Personal Lines, and Employee Benefits, together with Technology, Operations, Data, Architecture, Change Management, and external system implementation partners. 

This individual will be accountable for delivering a common CRM foundation with controlled segment-specific variations. The role requires strong program management discipline, practical Salesforce implementation experience, business-process design capability, vendor leadership, and the ability to translate business outcomes into an executable roadmap, integrated plan, prioritized backlog, and measurable adoption results. 

How You Will Contribute:   

• Lead the end-to-end delivery of the Salesforce CRM program, including mobilization, discovery, process design, configuration, integration, data migration, testing, training, cutover, go-live, and stabilization 

• Establish and maintain the program charter, governance model, integrated roadmap, workplan, milestones, dependencies, resource plan, budget, RAID log, decision log, and executive reporting cadence 

• Partner with business leaders to document current-state and future-state sales processes at the L1, L2, and L3 levels across Small Commercial, Middle Market Commercial, Large Commercial, Personal Lines, and Employee Benefits 

• Drive alignment on a common Brown & Brown sales-process backbone while identifying and governing legitimate segment-specific variations 

• Facilitate business-design workshops covering lead and referral intake, account and contact management, opportunity qualification, discovery, carrier marketing and quote tracking, proposal development, binding, sales-to-service handoff, renewal, and cross-sell 

• Translate approved business processes and requirements into a prioritized product backlog, user stories, acceptance criteria, release plans, and traceable implementation deliverables 

• Partner with Salesforce product owners, solution architects, data leads, integration teams, security teams, and business analysts to ensure the solution is scalable, supportable, secure, and aligned with enterprise standards 

• Manage the Salesforce system implementation partner and other third-party vendors, including statement-of-work execution, staffing, deliverable quality, schedule adherence, issue resolution, financial performance, and accountability for outcomes 

• Coordinate data readiness and migration activities, including data ownership, source-system mapping, cleansing, deduplication, conversion, reconciliation, and business sign-off 

• Coordinate integration planning and delivery across relevant policy, agency management, benefits, marketing, document management, data, identity, and reporting platforms 

Skills & Experience to be Successful:  

Required: 

• Bachelor's degree in business, information technology, computer science, engineering, or a related field; equivalent professional experience may be considered 

• Minimum of seven (7) years leading complex enterprise technology or business-transformation programs, including responsibility for scope, schedule, budget, risks, vendors, and executive governance 

• Demonstrated experience leading at least one end-to-end Salesforce or comparable enterprise CRM implementation from discovery and design through deployment and stabilization 

• Experience facilitating business-process design and requirements alignment across multiple business units, segments, or operating models 

• Working knowledge of Salesforce delivery concepts, including Sales Cloud capabilities, configuration, integrations, data migration, environments, testing, release management, and production support 

• Strong understanding of Agile, hybrid, and waterfall delivery methods, including backlog management, sprint planning, dependency management, and release planning 

• Demonstrated experience managing a systems integrator or other outsourced delivery partner, including statement-of-work governance, deliverable acceptance, performance management, and financial oversight 

• Experience leading data migration, integration, user acceptance testing, cutover, and organizational readiness workstreams 

• Strong financial-management skills, including budget development, forecasting, actuals tracking, variance analysis, and vendor-invoice management 

• Excellent executive communication, workshop facilitation, stakeholder-management, analytical, and organizational skills 

• Ability to travel as needed to support business workshops, program milestones, and deployment activities 

Preferred: 

• Experience implementing Salesforce in insurance brokerage, property and casualty insurance, personal lines, employee benefits, financial services, or another regulated, relationship-driven industry 

• Understanding of insurance-brokerage sales processes, including lead and referral management, opportunity qualification, discovery, carrier marketing, quoting, proposal development, binding, sales-to-service handoff, renewal, and cross-sell 

• Experience designing a common enterprise process with configurable variations for different market segments or lines of business 

• Salesforce certifications or equivalent demonstrated experience, such as Salesforce Administrator, Business Analyst, Sales Cloud Consultant, or Platform App Builder 

• Project Management Professional (PMP), Program Management Professional (PgMP), Agile, Scrum, SAFe, or comparable delivery certification 

• Organizational change-management experience or certification, such as Prosci 

• Experience with Salesforce Data Cloud, MuleSoft, Experience Cloud, CRM Analytics, or AI-enabled Salesforce capabilities 

• Experience consolidating legacy CRM platforms, harmonizing data, or supporting merger and acquisition integration 

• Experience with portfolio governance, product operating models, or enterprise demand management