Job Description

Job Description

We’re looking for a seasoned and strategic Manager, IT CRM to lead the evolution of our customer relationship management capabilities. This high-impact role will oversee the operational excellence of our Salesforce CRM environment while guiding the organization through a critical transformation to a next-generation CRM platform.

This position requires deep technical CRM expertise, outstanding leadership, and a proven ability to drive enterprise-scale technology change aligned with business objectives.

Key Responsibilities:

CRM Ownership & Leadership

• Serve as the IT owner and subject matter expert for Salesforce CRM.
• Oversee ongoing support, performance, and optimization of the existing Salesforce environment.
• Act as the primary liaison between IT and business stakeholders for all CRM-related initiatives.

CRM Transformation Strategy

• Define and lead the roadmap for migrating to a new CRM platform with minimal business disruption.
• Conduct discovery sessions and requirements gathering to align the new platform with future business needs.
• Lead vendor evaluation and selection, including RFP development, analysis, and final recommendation.

Project & Change Management

• Manage end-to-end CRM migration projects, including planning, budgeting, resourcing, and timeline control.
• Drive a robust change management strategy: communications, training, adoption, and post-launch support.
• Define a data migration plan ensuring integrity, accuracy, and continuity across systems.

Systems Integration & Architecture

• Design the integration framework between the new CRM and enterprise platforms (e.g., Twilio, Power BI/Tableau, Snowflake, Google BigQuery).
• Ensure seamless system connectivity and a scalable architecture for long-term business growth.

Risk & Compliance

• Identify and mitigate risks related to the CRM transformation process.
• Ensure compliance with relevant industry regulations, internal policies, and codes of conduct (AdvaMed, MedTech Code, etc.).

Post-Implementation Support

• Establish a support model and continuous improvement roadmap for the new CRM environment.

Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field (Master’s preferred).
• 6–9 years of IT experience, including 6+ years in CRM systems leadership, ideally with Salesforce.
• Proven success leading large-scale CRM initiatives, including platform migrations.
• Familiarity with other major CRM platforms (e.g., Microsoft Dynamics 365, ZOHO CRM) is highly desirable.
• Experience with enterprise system integration and data platforms such as Twilio, Tableau/Power BI, Snowflake, and Google Big Query.

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