POSITION SUMMARY:
This position is the senior hands-on technical resource for the platforms that run MSD's commercial business. This position designs, builds, integrates, and deploys solutions across our Salesforce Sales Cloud, Service Cloud, Field Service, marketing automation, and analytics environments, and across their integrations with JD Edwards EnterpriseOne and other commercial applications. The position works in close daily partnership with the Associate Director of Sales Operations, the Associate Director of Service and Support Operations, and the Associate Director of Commercial Analytics, who own the business processes, service delivery, and reporting these systems support.
The role executes against a commercial technology roadmap owned by Commercial Operations leadership. The emphasis is on delivery: working solutions in production that are documented, tested, supportable, and auditable in a regulated life sciences environment. Design judgment is essential, but it is applied in service of execution rather than as a separate planning function.
DUTIES AND RESPONSIBILITIES:
• Solution Design, Delivery, and Optimization: Design and build solutions across the commercial technology stack - data model changes, object and automation design, APEX and Lightning Web Component development, and declarative configuration - delivering them into production without accumulating technical debt. Continuously monitor, optimize, and refactor Salesforce solutions to improve performance, scalability, and usability.
• Roadmap Execution and Agile Delivery: Deliver against the commercial technology roadmap owned by Commercial Operations leadership. Working within an Agile framework, break committed initiatives into workable technical increments, provide credible estimates, participate in sprints, surface dependencies and feasibility constraints early, and ship on schedule.
• CRM-ERP Integration and Quote-to-Cash: Assist with, advise on, and maintain bidirectional integration between Salesforce and ERP, customer and product master data alignment, order status visibility, and revenue reporting continuity, replacing ad hoc scripting with durable, monitored, well-documented integrations. Build and maintain the configuration supporting price books, product hierarchies, quoting, discounting, approval frameworks, and order submission, ensuring pricing integrity across Salesforce and ERP.
• Sales, Service, and Field Service Enablement: In partnership with the Associate Directors of Sales Operations and of Service and Support Operations, implement and maintain case management, entitlements, service contracts, and field service scheduling and mobile execution - including the interfaces to parts, logistics, and installed-base data - and support design and maintenance of the territory, account assignment, and coverage model.
• Partner and Customer Digital Channels: Build and support external-facing capabilities such as partner portals and customer self-service and ordering experiences, including account-specific pricing, authentication, and back-office order handoff.
• Security, Data Structures, and Analytics Enablement: Configure and maintain the Salesforce security and sharing model, including record-level visibility across business units, permission strategy, and data access controls appropriate to a regulated environment. Working side by side with the Associate Director of Commercial Analytics, design and maintain the underlying data structures, object relationships, and source-system field integrity that commercial reporting depends on. Analytics content and reporting deliverables are owned by Commercial Analytics; this position is accountable for the platform foundation beneath them and for sustaining data quality at the point of entry.
• Release, Change Management, and Documentation: Establish and operate disciplined release practices - version control, sandbox and environment strategy, automated testing, deployment tooling, and structured regression testing against all Salesforce releases - with change records sufficient to withstand audit. Collaborate with Associate Directors of Sales and Service & Support Operations to document user stories, define acceptance criteria, and outline development tasks, and provide clear and thorough documentation of all solutions and processes.
• Vendor, License, and Technical Resource Management: Evaluate platforms and applications, perform technical due diligence, provide the technical analysis behind contract and renewal decisions, and continuously audit license consumption to optimize spend and structure. Direct contract and systems integrator resources, review their work, and enforce coding, configuration, and documentation standards.
• Cross-Functional Partnership and Communication: Serve as Commercial Operations' technical counterpart to IT, Quality, Finance, and Legal - aligning on infrastructure, security, validation, and compliance requirements while retaining accountability for commercial platform outcomes. Present design options, delivery status, risks, and technical tradeoffs to commercial leadership in business terms, clearly enough to support timely decisions.
• Other duties as assigned.
EXPERIENCE AND QUALIFICATIONS:
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
• A minimum of fifteen years of experience in enterprise business systems, including at least ten years designing, implementing, and supporting Salesforce solutions in complex, multi-cloud environments.
• Proven experience architecting and delivering CRM-to-ERP integrations, including transactional flows such as accounts, products, pricing, orders, invoices, and installed base. Experience linking CRM opportunity records to ERP sales order records is strongly preferred.
• Experience personally delivering complex platform programs end to end - for example, org consolidations or separations, platform migrations, user interface modernization, or replacement of a heavily customized legacy application with a supportable standard solution.
• Active Salesforce certifications, at minimum Advanced Administrator and Platform Developer, or demonstrably equivalent depth. Salesforce Certified Technical Architect, Application Architect, System Architect, or Integration Architect credentials are preferred.
• Preferred: experience in life sciences, diagnostics, medical device, or another regulated manufacturing environment, including familiarity with computer system validation, 21 CFR Part 11, and GxP change control expectations.
• Preferred: direct experience integrating Salesforce with JD Edwards EnterpriseOne, or comparable depth with another tier-one ERP.
• Preferred: experience implementing CPQ, advanced approvals, or B2B commerce with account-specific pricing and self-service ordering; enterprise territory management and geospatial coverage tools; or consolidating a support organization from a standalone ticketing platform onto a unified CRM-based service platform.
• Preferred: practical experience deploying AI or large language model capabilities into enterprise workflows under formal governance, including prompt and output standards, model or vendor migration, and evaluation of accuracy and determinism.
• Preferred: experience standing up analytics or business intelligence capability, including CRM Analytics, Tableau, or an enterprise data warehouse.
KNOWLEDGE, SKILLS AND ABILITIES:
• Demonstrated hands-on ownership of an enterprise Salesforce org at meaningful scale (300 or more internal licensed users and/or substantial external community or partner populations), including day-to-day responsibility for its data model, security model, and integrations.
• Hands-on depth across Sales Cloud, Service Cloud, and Field Service, with working knowledge of marketing automation and analytics capabilities on the same platform. Experience with Marketing Cloud Account Engagement is a plus.
• Track record of directing contract or systems integrator development teams without formal reporting authority, including code review and enforcement of delivery standards.
• Demonstrated financial stewardship of an application portfolio - license audits, vendor negotiations, rationalization of redundant tooling, and quantified cost avoidance or savings.
• Deep technical capability in APEX, Lightning Web Components, Flow, SOQL, and platform APIs - sufficient to design, review, refactor, and debug production code, not solely to specify it.
• Fluency in integration patterns and technologies (REST and SOAP APIs, event-driven and batch patterns, middleware, error handling, replay, and monitoring), including the ability to assess and remediate legacy point-to-point or script-based integrations.
• Mastery of Salesforce security and sharing models, including profiles, permission sets, sharing rules, territory-based access, and record-level visibility restrictions across business units.
• Working knowledge of release management and DevOps practice on the Salesforce platform, including source control, sandbox and environment strategy, automated testing, and deployment automation.
• Familiarity with Agile development processes and experience collaborating with cross-functional teams such as Product Owners and Business Analysts.
• Proven ability to adapt solutions to new Salesforce releases, testing and implementing changes ahead of each release date.
• Strong problem-solving abilities to tackle complex issues related to data, integration, and advanced customizations.
• Ability to make and defend sound build-versus-buy-versus-configure recommendations, including realistic assessment of total cost of ownership and long-term supportability.
• Excellent written and verbal communication skills, with the ability to present technical concepts to both technical and non-technical stakeholders.
• Strong organizational skills, with meticulous attention to detail and a proactive approach to maintaining a stable and high-performing Salesforce environment.
• Sound judgment regarding data handling, confidentiality, and system access in a regulated, audited environment.
• Willingness and ability to travel as needed.
PHYSICAL DEMANDS:
This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
WORK ENVIRONMENT:
This position is typically performed at a home or office environment. Periodic travel to corporate headquarters is required.
COMPENSATION SUMMARY:
The annual base salary for this position ranges from $174,100 to $272,100. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate's knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.
BENEFITS SUMMARY:
At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.
