CRM Product Owner - Sarnova- Dublin, Ohio

Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management.

Job Overview:

We are seeking a dynamic CRM Product Owner to lead the strategic implementation and optimization of our Microsoft Dynamics 365 for Sales platform. In this high-impact role, you will drive customer engagement, sales performance, and business growth by leveraging data, automation, and AI-driven insights. Collaborating with cross-functional teams, you’ll shape the CRM roadmap, enhance user adoption, and deliver exceptional customer experiences in a fast-paced, innovative environment.

As a key driver of our customer engagement strategy, the CRM Product Owner will shape how we leverage data, automation, and insights to drive sales performance and customer satisfaction. You will drive its adoption, customization, and alignment with business goals to enhance customer relationships and fuel business growth. You will collaborate with cross-functional teams to streamline processes, deliver actionable insights, and elevate customer experiences through the CRM system. This role requires a blend of technical expertise in Microsoft Dynamics 365, agile product management skills, and a deep understanding of sales operations.

Essential Duties and Responsibilities:

Strategic Leadership:

• Define and drive the Microsoft Dynamics 365 for Sales roadmap, aligning features and enhancements with business goals and stakeholder priorities.
• Leverage AI-driven tools (e.g., Copilot for Sales) to enhance sales forecasting, customer insights, and platform usability.
• Stay ahead of Dynamics 365 updates, industry trends, and best practices to recommend innovative solutions.
• Operational Excellence:
• Oversee CRM configuration, customization, workflows, dashboards, and integrations with tools like Power BI, SharePoint, or ERP systems.
• Lead system upgrades, data migrations, and third-party integrations while ensuring compliance with data privacy and security standards.
• Monitor CRM performance metrics to identify and implement optimization opportunities.
• Drive the adoption and effective use of AI-driven features within Dynamics 365 (e.g., Copilot for Sales) to enhance sales forecasting, customer insights, and process automation, ensuring alignment with business objectives and user needs.

Cross-Functional Collaboration:

• Partner with sales, marketing, and IT teams to gather requirements, prioritize backlog items, and ensure alignment on CRM initiatives.
• Lead agile processes (e.g., sprint planning, stand-ups, retrospectives) using tools like Jira to deliver enhancements on time and within scope.
• Coordinate with internal and external teams, including offshore developers, to ensure effective collaboration and high-quality outcomes.
• Drive user adoption through training, support, and stakeholder engagement.
• Success Metrics:
• Achieving targeted CRM adoption rate.
• Improving data quality and integrity metrics.
• Increasing user satisfaction scores through feedback surveys.
• Delivering prioritized roadmap items on time and within budget.
• Enhancing sales performance metrics through AI-driven insights.

Qualifications:

• Bachelor’s degree in business, IT, or a related field (or equivalent experience).
• 3+ years of hands-on experience managing Microsoft Dynamics 365 for Sales (or similar CRM platforms like Salesforce), with expertise in configuration, customization, and Power Platform (Power Apps, Power Automate).
• Strong understanding of Agile/Scrum methodologies and experience using tools like Jira or Azure DevOps.
• Deep knowledge of sales processes and CRM best practices, with a proven track record of driving user adoption and business outcomes.
• Exceptional project management, analytical, and problem-solving skills to translate business needs into technical solutions.
• Excellent communication and stakeholder management skills to align cross-functional teams and drive change.
• Microsoft Dynamics 365 certifications (e.g., MB-210: Dynamics 365 Sales Functional Consultant) or equivalent highly preferred.
• Experience with integrations (e.g., Power BI, SharePoint, ERP systems) and AI-driven CRM tools (e.g., Copilot for Sales) is a plus.

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.