Salesforce CRM Systems Manager | IT, Hybrid (Remote Fridays)

Vericel Corporation; Burlington (MA); Hybrid; USD 140,000 - 153,000; Full time

Job summary

Vericel Corporation is seeking a CRM Systems Manager, IT to lead the Salesforce CRM platform’s support and enhancements. You will partner with vendors and internal stakeholders, ensuring the system is configured to meet evolving business needs and compliant with governance requirements.

The role is in Burlington, MA, with in-office days Monday–Thursday and optional remote Fridays, requiring 8–10+ years in enterprise systems within regulated environments.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• 8–10+ years of experience supporting large-scale enterprise systems.
• Experience in Pharmaceutical, Biotechnology, Life Sciences, or regulated sectors preferred.
• Deep understanding of enterprise systems with Salesforce CRM experience.
• Strong communication and stakeholder management capabilities.

Responsibilities

• Support transition from CRM implementation to steady-state operations.
• Refine a scalable CRM support model including incident management and backlog.
• Manage CRM vendor relationships and service providers.
• Monitor vendor performance against SLAs and drive issue resolution.
• Plan system updates and enhancements aligned with business priorities.
• Collaborate with Commercial and Customer Service teams on workflows.
• Create diagrams and visuals documenting CRM functionality and integrations.
• Lead day-to-day CRM support activities and root-cause analysis.
• Maintain CRM architecture, data flows, and secure information exchange.
• Oversee SDLC activities for CRM support and enhancements.
• Balance multiple initiatives based on impact and risk.

Skills

Salesforce CRM

Vendor management

Stakeholder management

Communication

Leadership

Education

Bachelor’s degree in CS/IT/Business

Tools

Mulesoft

Tableau

Microsoft D365

Veeva

MES systems

Job description

Vericel Corporation is seeking a CRM Systems Manager, IT to lead the Salesforce CRM platform’s support and enhancements. You will partner with vendors and internal stakeholders, ensuring the system is configured to meet evolving business needs and compliant with governance requirements.

The role is in Burlington, MA, with in-office days Monday–Thursday and optional remote Fridays, requiring 8–10+ years in enterprise systems within regulated environments.