CRM Business Director

Overview

Position Summary

The CRM Business Director will serve as the business-facing owner for ISC2’s Salesforce CRM ecosystem, bridging business strategy and technical execution to ensure the platform enables consistent, scalable and secure customer, member, partner and sales operations. 

This role will define and maintain the Salesforce platform roadmap, align on CRM business needs across functions, prioritize enhancements, and partner with technical teams to deliver solutions that improve user experience, data quality, reporting, workflow efficiency and business outcomes. 

The incumbent will be accountable for functional alignment across sales and related stakeholder groups, including functional profiles, role-based access needs, data visibility expectations, process standardization and adoption of CRM best practices. This role ensures Salesforce remains trusted, governed and aligned to ISC2’s strategic objectives. 

 

**This position is not available to residents of California**.

Responsibilities

• Own the business roadmap for Salesforce CRM, including prioritization of enhancements, backlog management, and coordination of UAT to enable release readiness and value realization.
• Partner with Sales, Marketing, Member Services, Finance, Data, PMO, IT, Security and other stakeholders to define CRM capabilities that support business strategy and operational excellence. 
• Translate business objectives into clear requirements, user stories, process flows, acceptance criteria and success measures for Salesforce configuration, integration, reporting and user experience improvements. 
• Serve as the primary business decision-maker for CRM scope, prioritization and tradeoffs, balancing stakeholder needs, technical feasibility, risk, compliance and expected business value. 
• Own business decision rights for CRM changes, including intake, prioritization, approval of requirements, adoption expectations and post-release validation. 
• Partner with Salesforce administrators, architects, developers, business analysts and implementation partners to ensure solutions are scalable, secure, maintainable and aligned to platform standards. 
• Define and govern functional profiles, roles, permissions, data visibility requirements and business rules in partnership with IT, Information Security and data governance stakeholders. 
• Support data integrity across sales and related teams by establishing ownership expectations, data standards, validation needs, quality monitoring and remediation priorities. 
• Drive CRM adoption through stakeholder engagement, change readiness, training input, communications, user feedback loops and adoption metrics. 
• Partner with the PMO and IT functions to orchestrate CRM intake and enhancement governance, ensuring requests are evaluated, prioritized and aligned to enterprise priorities rather than isolated team preferences. 
• Collaborate on integrations between Salesforce and connected systems, including data flows, process impacts, business rules and downstream reporting needs. 
• Support dashboards, reports and KPIs that provide reliable visibility into pipeline, account activity, relationship management, membership or customer engagement, adoption and operational performance. 
• Participate in testing, UAT planning, release communications and post-release validation to confirm delivered functionality meets approved business requirements.
• Perform according to the following success measures: 
  • • • Timely delivery of high-value enhancements with well-defined requirements, testing and release readiness. 
      • Improved CRM adoption, usability and stakeholder satisfaction across sales and related business functions. 
        • Higher data quality and confidence in Salesforce reporting, dashboards and operational metrics. 
        • Clear, prioritized CRM roadmap aligned to enterprise goals and business value. 
        • Reduced process variation, clearer ownership and stronger governance across CRM workflows, access expectations and data standards. 
• Perform miscellaneous duties, as assigned.
• •  

Behavioral Competencies

• Strategic and business-oriented, with the ability to connect CRM capabilities to organizational objectives, stakeholder outcomes and measurable value. 
• Strong communication skills with the ability to translate between business stakeholders and technical teams clearly, concisely and credibly. 
• Collaborative and influential, with the ability to align cross-functional stakeholders around CRM priorities, standards and decisions. 
• Highly organized and able to manage competing priorities, backlog items, dependencies and stakeholder expectations in a structured manner. 
• Strong analytical mindset, with the ability to interpret data quality issues, reporting needs, process gaps and adoption trends. 
• Detail-oriented, especially in relation to requirements quality, data integrity, access considerations, workflow impacts and release readiness. 
• Comfortable operating in a governed environment where security, compliance, documentation and stakeholder accountability are important. 
• Change-oriented and user-focused, with the ability to improve adoption by understanding business needs, user pain points and operational realities. 
• Sound judgment and professional presence when facilitating decisions, resolving ambiguity and escalating risks or tradeoffs. 

Qualifications

• Strong understanding of Salesforce Revenue Cloud capabilities and CRM industry best practices, including core objects, user experience, roles/profiles/permission concepts, reporting, dashboards, workflow automation and release cycles. 
• Knowledge of CRM data governance practices, including data quality, ownership, standardization, field usage, validation and reporting reliability. 
• Familiarity with sales operations, pipeline management, account management, customer/member lifecycle processes, relationship management or revenue operations preferred.  
• Proficiency with reporting and analytics tools such as Salesforce Reports/Dashboards, Power BI, Excel or similar platforms. 
• Familiarity with Agile, hybrid delivery methods, product ownership practices or project governance frameworks preferred. 
• Ability to work with implementation partners, vendors and internal platform teams to support CRM roadmap delivery and operational continuity. 
• Salesforce Administrator, Salesforce Business Analyst, Salesforce Sales Cloud Consultant, Product Owner or Agile certification preferred but not required. 

Education and Work Experience

• Bachelor’s degree in Business, Information Systems, Sales/Revenue Operations, Marketing, Data Analytics, Project Management or a related field. MBA a plus. 
• 8+ years of experience in CRM, Salesforce product ownership, business analysis, sales operations, revenue operations, business systems or related roles. 
• Experience serving as a CRM Business Owner, Product Owner, Business Analyst, Salesforce Administrator, Revenue/Sales Operations lead or similar role supporting Salesforce or a comparable enterprise CRM platform. 
• Experience partnering with technical teams on Salesforce configuration, integrations, testing, UAT, release planning and backlog management. 
• Experience supporting Salesforce in a complex, cross-functional environment with multiple stakeholder groups and integrated systems preferred.
• Experience with role-based access, data visibility, security reviews or controlled access models preferred. 

Physical and Mental Demands

• Up to 5% travel may be required.
• Work normal business hours and extended hours when necessary.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Regular use of office equipment in a remote environment such as a computer/laptop and monitor computer screens.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.   

Total Rewards

The pay range for this position is $163,335 - $199,189/Yr.

 

Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.

 

This position is eligible to participate in ISC2's annual discretionary bonus program. 

 

Information regarding our comprehensive benefits package is available here.

 

This position will be posted for a minimum of 5 calendar days. This is a current vacancy, and the employer intends to fill this position within approximately 30 days.