Position Summary:

The CRM System Manager will lead the support and enhancement development of the Salesforce CRM platform. This role is responsible for supporting users, collaborating with vendors and internal stakeholders, and ensuring the system is configured and optimized to meet evolving business needs. The CRM System Manager will oversee day-to-day system operations, drive continuous improvements, support users across the organization, and maintain strong alignment with data governance and compliance requirements.

Essential Functions:

• Support the transition from CRM initial implementation to steady-state operations, ensuring a smooth go-live and effective post-implementation support for business users.
• Establish, operate, and continuously refine a scalable CRM support model, including incident management, escalation paths, release planning, and an enhancement backlog aligned with.
• Manage relationships with CRM vendors and service providers, serving as the primary point of coordination for support, enhancements, and operational issues.
• Monitor vendor performance against service expectations and SLAs, coordinating escalations and driving timely resolution of incidents impacting business operations.
• Partner with vendors to plan and execute system updates, enhancements, and support activities, ensuring alignment with business priorities and operational needs.
• Partner closely with Commercial, Customer Service, and other business teams to understand operational workflows and post-go-live challenges, providing ongoing system improvements and usage recommendations.
• Create and maintain architectural diagrams, system flow diagrams, and business process visuals that document CRM functionality, integrations, and support models to support business processes, troubleshooting, and future enhancements.
• Direct and coordinate day-to-day CRM support activities, including issue triage, root cause analysis, and communication with stakeholders to ensure a positive user experience.
• Maintain and support CRM architecture, integrations, and data flows, ensuring reliable, secure, and compliant information exchange across enterprise systems.
• Oversee SDLC activities for CRM support and enhancement work, including writing or refining requirements, developing and executing test cases, and supporting functional, integration, and user acceptance testing to ensure production readiness.
• Balance multiple support and enhancement initiatives, prioritizing work based on business impact, operational risk, and resource availability.
• Translate and track ongoing business feedback and operational needs into actionable CRM enhancements, supporting continuous improvement, adoption, and long-term platform stability.

Qualifications, Education, and Experience:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent relevant experience.
• 8-10+ years of experience supporting large-scale enterprise system platforms in regulated or complex business environments.
• Experience in the Pharmaceutical, Biotechnology, or Life Sciences industry, or other highly regulated sectors, is strongly preferred.
• Deep understanding of enterprise systems and integration concepts, with direct experience in Salesforce CRM, Mulesoft, and Tableau.
• Familiarity with related platforms such as Microsoft D365, Veeva, MES systems and other enterprise systems.
• Strong communication and interpersonal skills, with the ability to effectively explain complex concepts to a variety of audiences.
• Ability to create clear and effective diagrams, process flows, system architecture visuals, and other documentation that supports requirements, design, and stakeholder communication.
• Demonstrated leadership and stakeholder management capabilities, with a track record of guiding cross-functional teams and influencing decision-making.
• Knowledge of regulatory and compliance frameworks such as GMPs, GAMP 5, 21 CFR Part 11, Annex 11, GDPR, and data integrity expectations is preferred.

The hourly wage range Vericel reasonably and in good faith expects to pay for this position at the time of this posting is $140,000 to $153,000 annually.

The actual salary offered will be determined based on factors such as the candidate's qualifications, experience, and skills. Bonus, incentive pay, equity and benefits may be provided in addition to the base compensation listed above.

In accordance with Massachusetts law, Vericel provides the pay range that it reasonably and in good faith expects to pay for a particular and specific employment position at the time of posting or offer. This range is subject to change based on business needs, market conditions, and individual qualifications. Employees and applicants may request the pay range for their position or for a position to which they are applying. Retaliation for making such a request is strictly prohibited.