CRM & Sales Operations Manager

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.