Director, CRM and Business Systems en Nuvem

Nuvem is seeking an experienced and strategic Director of CRM and Business Systems to lead our Salesforce CRM platform and related business systems across our Sales, Implementation, Customer Success and Support functions. This role is responsible for defining and executing the CRM strategy, managing Salesforce development, and overseeing related customer-facing business systems that support operational excellence and our customer experience. This position plays a critical role in enabling scalable growth, aligning CRM and system capabilities with business goals, and ensuring cross-functional engagement across Sales, Customer Success, Implementation and Support teams. Ideal candidate will be located in Pittsburg, PA or remote. 

Key Responsibilities:

Salesforce CRM Strategy & Ownership 

• Own and evolve the Salesforce strategy aligned to the customer journey. 
• Serve as the business owner of Salesforce, ensuring it meets the functional and strategic needs of all customer-facing teams and our clients. 
• Maintains alignment with IT, internal partners and executive stakeholders on Nuvem’s Salesforce roadmap and governance. 

System Management & Expansion 

• Lead all aspects of CRM and business system implementation, optimization, and lifecycle management within the customer organization. 
• Serve as the business lead for vendor selection, implementation, and administration of existing and new customer-facing tools (e.g., Gainsight, customer onboarding platforms, NPS platforms). 

Consultant & Team Management 

• Oversee external consultants responsible for Salesforce development, administration, and architecture. 
• Define scope, priorities, and success metrics for system-related projects and manage vendor performance. 
• Grow and develop a team of Salesforce administrators and developers to support system-related projects and enhancements. 

Cross-Functional Partnership 

• Collaborate closely with IT, Sales, Customer Success, Marketing, Product, Implementation and Support to ensure business systems drive operational efficiency and customer impact. 
• Support AI, automation, reporting, and integration needs across teams. 
• Develop and manage ‘train the trainer’ and CRM advisory programs to enable and support cross-functional team development, training and system evolution. 

Data & Process Governance 

• Ensure Salesforce and related tools are governed by data integrity standards, user-friendly design, and best practices for adoption and compliance. 
• Develop change management, documentation, and training programs to support adoption across functions. 

•  7+ years of progressive experience leading Salesforce teams and CRM programs in high-growth or enterprise environments. 
• Bachelor’s Degree in information systems, computer science, business administration, data analytics or equivalent 
• Proven experience managing Salesforce across the customer lifecycle, including Sales Cloud, Service Cloud, and integrations with customer success tools 
• Salesforce Certified Administrator required; additional certifications (e.g., Platform App Builder, Advanced Admin, CPQ Specialist, etc…) a plus. 
• Strong track record of managing vendors, consultants, or development partners for Salesforce and other business systems. 
• Expertise in aligning business processes with CRM capabilities to drive efficiency, insights, and customer experience. 
• Excellent stakeholder management and communication skills across technical and non-technical audiences. 

Preferred Experience: 

• Experience in healthcare technology, 340B, SaaS, or B2B / B2B2C enterprise services industries. 
• Familiarity with tools such as Gainsight, Conga, Tableau, Microsoft Suite or customer success platforms. 
• Experience integrating Salesforce with customer-facing portals, AI automation, support tools, or analytics platforms. 
• Background in business transformation, change management, or digital strategy initiatives. 

“Nuvem provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, creed, religion, sex, gender, gender identity, gender expression, national origin, ancestry, age, physical or medical disability, medical condition, marital status, sexual orientation, military and/or veteran status, or any other basis prohibited by applicable state or federal law.”