Senior Commercial Business Systems Manager

Job Description

First Databank (FDB) is currently seeking a Senior Commercial Business Systems Manager. FDB is evolving its Business Systems function for an AI-enabled future. The position will lead a small, high-impact team responsible for the systems, data, and analytics that support FDB's Commercial Teams.

This is a hands-on player-coach role. You will own the roadmap and architecture for Salesforce, Gainsight, and connected commercial systems while also contributing directly to implementation, configuration, analysis, documentation, and problem-solving.

The right person is equally comfortable developing a systems strategy, building a customer-risk analysis, configuring a platform, mapping an integration, or working through a complex business requirement with stakeholders. You know when to use existing platform capabilities, when to automate, when to build, and when a new tool is justified.

This position is based out of our Carmel, IN; San Francisco, CA; or Durham, NC offices and follows a hybrid work model, with an expectation to work onsite at least three days per week.

Responsibilities:

Systems Architecture and Platform Strategy

• Own and document the cross-system architecture and data model across Salesforce, Gainsight, and connected platforms.
• Design scalable solutions, integrations, and workflows that support the customer and commercial lifecycle.
• Evaluate whether business needs should be addressed through configuration, automation, custom development, AI, or new technology.
• Partner with IT, Security, and Data Governance to ensure solutions meet FDB's requirements.

Hands-On Systems and Analytics Delivery

• Personally configure, test, troubleshoot, and optimize business systems in partnership with the Senior Salesforce Administrator.
• Build analyses, dashboards, data models, and customer-risk reporting using SQL, platform-native tools, and AI-assisted workflows.
• Lead hands-on proofs of concept and implementations for new business systems and analytics tools.
• Investigate data and system issues across platforms, identify root causes, and implement or coordinate solutions.
• Create and maintain system documentation, data definitions, process maps, and technical requirements.
• Prototype new solutions and automations before determining whether broader development or outside support is needed.

Customer Intelligence and Analytics

• Develop customer health scores, adoption measures, sentiment signals, and churn-risk indicators.
• Connect customer data across relationship management, implementation, support, product adoption, and commercial systems.
• Use existing platform capabilities whenever practical, supplemented by custom analysis or new tools where needed.
• Expand self-service reporting while maintaining consistent definitions and data quality.

Roadmap and Intake

• Translate business needs into clear requirements, solution designs, and measurable outcomes.
• Balance strategic initiatives with operational support and platform maintenance.
• Communicate priorities, tradeoffs, dependencies, and progress to stakeholders.
• Constructively push back when a request is not the best use of resources and recommend a workable alternative.

AI and Automation

• Identify repetitive work that can be simplified or eliminated through automation and AI.
• Evaluate AI-enabled capabilities that could improve customer visibility, reporting, decision-making, and team productivity.
• Conduct proofs of concept and make recommendations based on measurable business value.
• Use approved AI tools as part of the daily workflow for analysis, documentation, prototyping, testing, and solution development.

Required Skills:

• Strong stakeholder-management skills and the ability to balance competing priorities.
• Demonstrated ability to personally configure systems, build analyses, troubleshoot data issues, and deliver working solutions.
• Comfort working in a small team where leadership and individual contribution are equally important.

Required Experience:

• Five or more years of experience in business systems, revenue operations, Salesforce, analytics, or a related discipline.
• Experience serving as a lead, architect, senior analyst, or hands-on manager in a business systems environment.
• Deep Salesforce expertise, including data modeling, Flow, permissions, reporting, integrations, and platform governance.
• Gainsight administration or comparable customer success platform experience.
• Experience designing integrations using APIs, middleware, or enterprise data pipelines.
• SQL proficiency and experience combining data from multiple systems for reporting and analysis.
• Practical experience using AI tools for analysis, documentation, automation, or solution development.
• A history of replacing manual work with scalable tooling and automation.

Preferred Experience:

• Salesforce Advanced Administrator, Platform App Builder, Architect-track, or comparable certification.
• Gainsight Administrator certification.
• Experience evaluating or implementing customer intelligence, customer success, analytics, or AI-enabled platforms.
• Experience with business intelligence, marketing automation, finance systems, or data warehouse platforms.
• Experience establishing data governance, AI governance, access controls, or system-development standards.
• Healthcare, health technology, or other regulated-industry experience.
• Experience supporting customer migrations or product transitions at scale.

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA the reasonable estimate is $150,000 to $180,000; the reasonable estimate if hired in Carmel, IN is $100,000 to $125,000; the reasonable estimate if hired in Durham, NC is $123,000 to 155,000. Please note this information is specific to those hired in location. If this role is open to candidates outside of location, the salary range would be aligned to that specific location. A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.

This role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending savings account; paid holidays; paid time off; employee assistance program; and other company benefits.