Salesforce CRM Manager — Enterprise Ops & Compliance

Vericel® Corporation; Burlington (MA); On-site; USD 140,000 - 153,000; Full time

Job summary

Vericel Corporation is seeking a CRM System Manager to lead Salesforce CRM support and enhancements across the business. You will partner with vendors and internal teams to align CRM with regulatory requirements and evolving processes, driving improvements and ensuring smooth operations.

This role requires extensive experience with Salesforce, MuleSoft, Tableau, and other enterprise systems, plus strong leadership in a regulated environment.

Qualifications

• 8–10+ years supporting large-scale enterprise systems in regulated environments.
• Experience in the Pharmaceutical, Biotechnology, or Life Sciences industry is strongly preferred.
• Deep understanding of integration concepts, with Salesforce, MuleSoft, and Tableau experience.
• Familiarity with D365, Veeva, MES and other enterprise systems.
• Strong communication and stakeholder management skills.
• Ability to document architectures, diagrams, and workflows.

Responsibilities

• Lead CRM support from implementation to steady-state operations.
• Develop a scalable CRM support model including incident management and release planning.
• Manage CRM vendors and service providers as the primary liaison.
• Monitor vendor performance against SLAs and coordinate incident resolutions.
• Plan system updates with vendors aligning to business priorities.
• Collaborate with Commercial and Customer Service to optimize workflows.
• Create architectural diagrams and process visuals documenting CRM.
• Oversee SDLC activities for CRM enhancements and testing.
• Prioritize work based on impact, risk, and resources.
• Translate business feedback into actionable CRM enhancements.

Skills

Enterprise system experience

Stakeholder management

Communication skills

Regulatory/compliance awareness

Education

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field

Tools

Salesforce CRM

Mulesoft

Tableau

Microsoft D365

Veeva

MES systems

Job description

Vericel Corporation is seeking a CRM System Manager to lead Salesforce CRM support and enhancements across the business. You will partner with vendors and internal teams to align CRM with regulatory requirements and evolving processes, driving improvements and ensuring smooth operations.

This role requires extensive experience with Salesforce, MuleSoft, Tableau, and other enterprise systems, plus strong leadership in a regulated environment.