Responsibilities

• Develops and executes the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap to ensure CRM capabilities align with organizational objectives, customer engagement strategies, sales processes, and operational priorities.
• Serves as the business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement, establishing policies, procedures, controls, and standards that ensure platform integrity, reliability, scalability, security, and compliance.
• Leads CRM modernization and transformation initiatives that improve user experience, customer intelligence, workflow efficiency, operational effectiveness, sales productivity, and measurable business value.
• Partners with teams across the enterprise and business leaders to optimize customer-facing processes, standardize relationship management practices, and align business requirements with CRM capabilities.
• Ensures CRM workflows effectively support lead management, opportunity management, account and contact management, customer engagement, pipeline visibility, forecasting, relationship management, and other critical business processes while promoting organizational consistency and adoption.
• Develops and manages CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities, ensuring platform enhancements and technology investments deliver strategic and operational value.
• Oversees enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management, ensuring solutions are thoroughly tested, documented, and successfully adopted.
• Establishes and maintains governance and operating standards for testing environments, sandbox administration, user acceptance testing, functional testing, regression testing, release validation, deployment readiness reviews, and quality assurance processes.
• Develops and implements strategies that drive CRM adoption, utilization, user satisfaction, and organizational effectiveness through training programs, documentation, communications, enablement resources, and change management initiatives.
• Monitors platform performance, utilization, adoption, service delivery, user engagement, operational effectiveness, release outcomes, and value realization metrics, identifying opportunities for continuous improvement.

Requirements

• Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field. Master's degree preferred. A combination of education and experience may be considered.
• Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines.
• Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives.
• Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs.
• Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions.
• Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives.
• Strong understanding of: CRM governance, Platform administration, User adoption, Release management, Business process design, Change management, Data governance, Vendor management.
• Experience managing platform roadmaps, enhancement portfolios, testing programs, and deployment processes.
• Strong leadership, communication, relationship-building, facilitation, and organizational change management skills.

Preferred

• Master's degree preferred.
• Healthcare or other highly regulated industry experience preferred.