First Databank (FDB) is currently seeking a
Senior Commercial Business Systems Manager. As FDB evolves its Business Systems function for an AI-enabled future, the Senior Commercial Business Systems Manager plays a critical role in leading 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 in our
Carmel, IN; San Francisco, CA; or Durham, NC office and follows a hybrid work model, with an expectation to work on-site at least three days per week.
ResponsibilitiesSystems 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 Qualifications- 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.
AccommodationsWe are committed to an accessible application process. If you need an accommodation to apply, please contact [redacted]. This email address is for accommodation requests only.
BenefitsThis role is also eligible for a competitive benefits package that includes medical, dental, vision, life and disability insurance; a 401(k) retirement plan; a flexible spending account; paid holidays; paid time off; an employee assistance program; and other company benefits.
CompensationThe base salary range below is the Company's good-faith estimate for this position in the posted work location at the time of posting. Final starting salary will be based on permissible, non-discriminatory factors, including but not limited to skills, experience, training, certifications, education, location and market considerations.
Base Salary Range:
$100,000-$180,000 USD
