Business Systems Manager - CRM (Salesforce)

Description

Position Overview: We are seeking a technically sharp, business-minded CRM owner to lead and evolve our Salesforce platform. We recently launched Salesforce Sales Cloud with strong adoption across our sales organization and are entering the next phase of our CRM journey - including continued platform expansion and an upcoming Marketing Cloud implementation.

This is not a traditional admin role. We are looking for someone who deeply understands how sales organizations operate, can translate that understanding into well-architected system solutions, and has the technical depth to build, configure, and extend Salesforce at a near-developer level - without always relying on outside help.

You will own the full CRM ecosystem: its architecture, roadmap, governance, and day-to-day health. You will work directly with field sales reps and leadership to surface needs, then drive those needs through a disciplined development and release process - from design and build through testing and deployment. You will also continue to serve as the primary support resource for our users, because staying close to the field is what makes this role effective.

This role carries real leadership expectations. You will manage the enhancement backlog, govern the platform, guide external implementation partners, and help set the strategic direction of our sales systems over time. While Salesforce is the immediate focus, this role is expected to expand into ownership of broader sales and business systems as you grow in it.

Key Responsibilities

CRM Ownership & Platform Leadership

•  Own the Salesforce platform end-to-end — architecture, configuration, data model, automation, integrations, and roadmap
•  Maintain and evolve a prioritized enhancement backlog aligned to business goals
•  Drive a disciplined software development lifecycle (SDLC) for all system changes — requirements, design, build, test, release, and documentation
•  Govern system changes to ensure scalability, consistency, and long-term platform health
•  Partner with and provide technical direction to external implementation partners and vendors

Technical Development & Configuration

•  Build and maintain advanced automation using Salesforce Flow, validation rules, custom objects, and related configuration tools
•  Design and implement solutions that are scalable and well-structured — not just functional
•  Manage integrations and data flows between Salesforce and adjacent systems
•  Evaluate and implement new Salesforce features and products (including Marketing Cloud) as the platform evolves
•  Troubleshoot complex system issues and architect thoughtful solutions

Business Analysis & Sales Process Alignment

•  Develop a deep, firsthand understanding of how our sales team sells — the process, the language, the friction points
•  Act as the primary bridge between sales stakeholders and the CRM system
•  Translate business needs into clear, well-scoped system requirements
•  Ensure the platform supports critical sales motions: pipeline management, quoting visibility, account structure, and forecasting

Reporting, Data & Insights

•  Build and maintain reports and dashboards that sales reps and leadership actively rely on
•  Own data integrity — structure, cleanliness, governance, and trust
•  Track and communicate CRM ROI and platform impact to business stakeholders
•  Support broader data and reporting needs outside the CRM when required

User Support & Enablement

•  Serve as the primary support resource for all Salesforce users
•  Troubleshoot issues quickly and guide users toward best practices
•  Maintain clear, current documentation of system processes, standards, and workflows
•  Reinforce adoption and effective usage across the field sales organization

Requirements

Qualifications

Required

•  3–6 years of hands-on Salesforce experience, including meaningful configuration and administration work
•  Demonstrated ability to build advanced automation in Salesforce Flow or equivalent tools
•  Strong understanding of sales processes, pipeline management, and B2B sales operations
•  Experience managing a development or enhancement backlog through a structured SDLC or release process
•  Proven ability to translate business requirements into well-designed system solutions
•  Comfortable operating independently across support, development, and stakeholder engagement simultaneously
•  Strong communicator — equally effective with field reps and senior leadership

Preferred

•  Salesforce Administrator certification (additional certifications a plus)
•  Experience with Salesforce Marketing Cloud or similar marketing automation platforms
•  Background in distribution, construction, or B2B sales environments
•  Experience directing or collaborating with external implementation partners
•  Exposure to broader sales tech ecosystems (CPQ, ERP integrations, data tools)

What Success Looks Like

Within the first 6–12 months:

•  Salesforce is the trusted system of record, actively used by the field with high adoption
•  A clear, prioritized roadmap and backlog exists and is progressing on a consistent release cadence
•  Enhancements are delivered through a repeatable, disciplined process — scoped, built, tested, and documented
•  Reporting and dashboards are trusted and routinely used by sales leadership
•  Data is clean, governed, and structured to support real decision-making
•  You are seen by the sales team as a true partner — someone who understands how they work and makes their lives easier

Career Path

This role is designed to grow in three dimensions. In the near term, you will build deep ownership of the Salesforce platform — its architecture, roadmap, and development cycle. As the platform and business systems footprint expands, so will the scope of your systems ownership, extending beyond CRM into the broader sales and business technology ecosystem.

The third dimension is people leadership. As the demand for CRM support, development, and administration grows, this role is expected to evolve into a team leadership position — hiring, developing, and directing a small team of analysts, admins, or support specialists. We are looking for someone who has the ambition and interpersonal skills to grow into that manager role, and who sees building a high-functioning team as part of their long-term contribution here.

If you are looking for a role where you can own something meaningful, build it into something bigger, and eventually lead a team doing it alongside you — this is that opportunity.

Key Traits for Success

•  Thinks like a business analyst, builds like a developer, communicates like a business partner
•  Takes genuine ownership — of the platform, the roadmap, and the outcomes
•  Disciplined about process without being rigid — runs a tight SDLC but stays pragmatic
•  Curious about how sales teams operate and motivated to make them more effective
•  Manages competing priorities without losing quality or momentum
•  Sees the bigger picture — motivated not just to do the work, but to eventually build and lead a team that does it well
•  Ambitious and growth-oriented — sees this role as a foundation, not a ceiling