Job description

We’re looking for a seasoned and strategic Senior IT CRM Lead 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.

Requirements