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.