We’re looking for an Application Manager to take ownership of our SugarCRM platform, ensuring it delivers accurate, comprehensive, and up-to-date data to support all areas of the business. In this role, you will drive effective and efficient system usage across the organisation while overseeing the support, maintenance, and continuous optimisation of the CRM environment. You will also be responsible for managing and enhancing system integrations, ensuring reliable data exchange between connected platforms and designing integration solutions that enable streamlined business processes and robust reporting.

This is a hybrid role based in Cluj-Napoca.

What you will be doing:

• Own and optimise the CRM application to ensure high‑quality, accurate, and consistent data across the organisation
• Design and maintain reports and dashboards that support operational and management decision‑making
• Configure and improve user interfaces, layouts, and workflows to drive usability, adoption, and efficient business processes
• Manage users, roles, permissions, and access controls in line with security and data‑governance requirements
• Oversee custom fields, module configurations, and controlled system customisations in response to evolving business needs
• Monitor and maintain data flows between the CRM and connected operational systems, ensuring reliability and data quality
• Coordinate and implement system updates, releases, and add‑ons, ensuring changes are tested, controlled, and value‑adding
• Proactively identify and deliver system and process improvements that enhance performance, usability, and user efficiency

Service Helpdesk:

• Acting as second‑line support for internal queries, incidents, and issues related to the application
• Providing day‑to‑day support for internal teams, ensuring requests received via the ticketing system HaloITSM are prioritised and resolved within agreed SLAs
• Troubleshooting system issues, analysing root causes, and implementing sustainable solutions
• Working closely with the Head of Applications and relevant business teams to ensure projects, enhancements, and fixes are delivered successfully and on schedule

In-house Trainings:

• Delivering user training and ensuring that internal processes and best practices are documented, up to date, and consistently followed
• Creating, maintaining, and updating system documentation and process descriptions
• Training new users and supporting existing users to encourage effective daily system usage
• Acting as a key point of contact for promoting adoption, data quality awareness, and continuous improvement

Who you are:

• Proven experience managing SugarCRM or a comparable CRM / enterprise application;
• Strong IT literacy with the ability to understand system integrations and data flows;
• Excellent communication skills; fluent in written and spoken English;
• Strong time‑management and organisational skills, with the ability to prioritise effectively;
• Experience working with ticketing / service management tools (e.g. SysAid or similar)
• Proactive
• Reliable, Flexible and solution-focused
• Strong attention to detail
• English Proficiency
• Strong stakeholder management skills, with the ability to work effectively with both technical and non‑technical teams; proven ability to manage external partners and consultants (e.g. SugarCRM implementation or support partners), ensuring value for money and delivery against agreed objectives;
• Confident in balancing business priorities, system capabilities, and technical constraints;
• Comfortable acting as a bridge between users, management, and technical suppliers

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