Nuvem

Director, CRM and Business Systems

Nuvem

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Lead

Tech Stack

CloudJavaScriptTableau

About the role

  • Own and evolve the Salesforce strategy aligned to the customer journey and serve as the business owner of Salesforce.
  • Maintain alignment with IT, internal partners and executive stakeholders on Salesforce roadmap and governance.
  • Lead all aspects of CRM and business system implementation, optimization, and lifecycle management for customer-facing teams.
  • Serve as business lead for vendor selection, implementation, and administration of customer-facing tools (e.g., Gainsight, onboarding platforms, NPS platforms).
  • Oversee external consultants responsible for Salesforce development, administration, and architecture; define scope, priorities, and success metrics.
  • Grow and develop a team of Salesforce administrators and developers to support projects and enhancements.
  • Collaborate closely with IT, Sales, Customer Success, Marketing, Product, Implementation and Support to ensure systems drive operational efficiency.
  • Support AI, automation, reporting, and integration needs across teams and develop training and change management programs.
  • Ensure data integrity, user-friendly design, governance, documentation, and adoption across functions.

Requirements

  • 7+ years of progressive experience leading Salesforce teams and CRM programs in high-growth or enterprise environments.
  • Bachelor’s Degree in information systems, computer science, business administration, data analytics or equivalent.
  • Proven experience managing Salesforce across the customer lifecycle, including Sales Cloud, Service Cloud, and integrations with customer success tools.
  • Salesforce Certified Administrator required; additional certifications (e.g., Platform App Builder, Advanced Admin, CPQ Specialist, etc…) a plus.
  • Strong track record of managing vendors, consultants, or development partners for Salesforce and other business systems.
  • Expertise in aligning business processes with CRM capabilities to drive efficiency, insights, and customer experience.
  • Excellent stakeholder management and communication skills across technical and non-technical audiences.
  • Preferred: Experience in healthcare technology, 340B, SaaS, or B2B / B2B2C enterprise services industries.
  • Preferred: Familiarity with tools such as Gainsight, Conga, Tableau, Microsoft Suite or customer success platforms.
  • Preferred: Experience integrating Salesforce with customer-facing portals, AI automation, support tools, or analytics platforms.
  • Preferred: Background in business transformation, change management, or digital strategy initiatives.
  • Ideal candidate will be located in Pittsburg, PA or remote.