Associate Director - Commercial IT

The Associate Director – Salesforce is responsible for leading the overall Salesforce platform strategy and execution, driving scalable and integrated solutions across Sales, Marketing, and Service to support business growth. The role encompasses end-to-end solution design, process optimization, and platform governance, ensuring alignment with enterprise architecture standards and best practices. This individual manages vendor partnerships and delivery performance, strengthens SLAs, and oversees the successful rollout of new capabilities. As a people leader, they build and develop a high-performing team of analysts and contractors while fostering innovation through emerging technologies and analytics. Acting as a strategic partner to commercial and operations teams, the role translates business needs into technology solutions that enhance efficiency, enable data-driven decision-making, and deliver measurable business value

Essential Duties and Responsibilities:

·       Solution Design & Process Flow Development: Design and build process flows across Salesforce and related integration (across Sales, Marketing, Service)

·       Platform & Development Strategy: Lead Salesforce platform and development strategy to leverage optimized tools, system capabilities, and best practices 

·       Standards & Compliance: Establish Salesforce platform and development standards to ensure compliance with enterprise architecture standards 

·       Vendor & Roadmap Management: Manage vendor relationships with Salesforce Application Management Support and drive towards strengthening the SLA for tickets and CRs

·       Emerging Technology Leadership: Lead the Salesforce Emerging Technology Community of Practice to ensure consistent, optimized analytic solutions and Agentforce

·       Team Leadership: Manage a team of Salesforce Business Analysts and contractors across modules, develop skill matrices, and manage workload 

·       Service Introduction Planning: Ensure smooth rollout of new Salesforce capabilities into production, with proper communication and IT readiness 

·       Cross-Functional Collaboration: Work with commercial business units (Sales, Service, Marketing) and Commercial Operations teams to gather and translate requirements

Education and/or Work Experience Requirements:

·  Education & Experience : Typically a bachelor’s degree in computer science, Information Systems, Engineering, Business, or related field; MBA preferred with 12-15+ years in implementation and support of Salesforce projects and ecosystem. Proven track record in Sales, Revenue, Marketing and Service Cloud.

· Direct report management experience: 5+ years

·   Life sciences industry preferred.

·   Certifications: Preferred to have Salesforce certification across modules

·   Skills: Strong leadership, project management, process improvement, and cloud-based SaaS experience; familiarity with emerging data technologies