Microsoft Dynamics CRM & Appian Technical Platform Manager

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs across North America. Our mission is simple: to help the pets we all love receive the care they need. We offer a collaborative, casual, and pet-friendly workplace where individuality and authenticity are encouraged.

Description

Position Summary

The CRM & Appian Product Manager leads the strategy, governance, and optimization of our enterprise CRM and workflow automation platforms.

This role blends product management ownership with platform administration leadership. You will partner with business stakeholders to define the roadmap, prioritize enhancements, and ensure delivery of scalable, well-governed solutions that enable Marketing, Operations, and other business teams. In addition, you will lead the team responsible for platform configuration, administration, automation, and release execution.

US-based. Seattle preferred, with consideration for candidates in the Central or Mountain time zones. Seattle-based employees will follow a hybrid schedule, working from our casual, pet-friendly office at least three days per week.

Key Responsibilities

Platform Strategy & Product Ownership

• 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
• Balance strategic initiatives with ongoing operational support and platform stability
• Contribute to annual planning, roadmap development, and release planning

• 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
• Lead backlog refinement, sprint planning, demos, and stakeholder reviews
• Conduct discovery with internal users (Voice of Business) to gather requirements and prioritize enhancements
• Ensure technical and operational considerations are incorporated into feature planning
• Drive alignment across platforms to reduce redundancy and improve system interoperability

• Establish and maintain data governance standards and role-based access controls
• Ensure data integrity, system reliability, and audit readiness
• Monitor platform performance, usage trends, and operational metrics
• Drive continuous improvement through automation and process optimization
• Maintain comprehensive system and process documentation

• 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

• 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) and workflow/automation platforms such as Appian
• Experience leading or mentoring platform administrators or configuration teams
• Strong understanding of CRM data models, workflow automation, permissions, reporting, and governance
• Experience managing backlogs, writing user stories, and prioritizing cross-functional initiatives
• Familiarity with system integrations, APIs, and enterprise architecture concepts
• Strong analytical skills with ability to define and track KPIs
• Experience working in Agile environments using tools such as JIRA and Confluence
• Excellent stakeholder management, communication, and organizational skills

• The base salary range for this position is $120,000 - $150,000, on a full-time schedule.
• Along with base salary, Trupanion employees may be eligible for monthly bonuses.
• We want all employees to be invested in Trupanion's success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.