Director, Business Systems

Amwell

7h • $178,000 - $189,000

About The Position

Amwell is looking for a Director, Business Systems to lead our enterprise technology ecosystem, with a primary focus on Salesforce as the central hub for all business data and infrastructure. This position will oversee the optimization, integration and governance of our Salesforce platform, including Data Cloud, Agentforce, and two Experience Cloud sites, alongside Gainsight CS (Customer Success) and Gainsight CC (Customer Community) solutions. The ideal candidate will drive cross-functional alignment, ensure seamless integrations with 25+ external and home-grown platforms, and champion data-driven decision-making to support business growth and operational efficiency.
You will collaborate with the Sales/ Operations, Marketing, Customer Success, Customer Support, Clinical Operations and Professional Services teams to architect scalable systems that enhance user experience, automate processes, and deliver actionable insights. This is a hands-on leadership position requiring deep technical expertise, project management skills, and a vision for leveraging CRM and customer success technologies to achieve strategic objectives.

Requirements

• 10+ years in business systems leadership, with at least 5 years focused on Salesforce administration and architecture
• Proven track record of designing, implementing, and scaling complex, integrated business systems ecosystems in fast-paced environment
• Expert-level proficiency in Salesforce (Certified Salesforce Architect or equivalent preferred), including Daa Cloud, Agentforce, Experience Cloud, Flow, Apex, Visualforce and Lightning Web Components
• Strong experience with Gainsight CS and CC, including configuration, playbooks, journeys, and API integrations
• Hands-on knowledge of integration tools (e.g. MuleSoft, Boomi, or custom APIs) and middleware for connecting Salesforce to diverse platforms
• Familiarity with data management practices, ETL processes, AI/ML integration and cloud infrastructure (e.g. AWS, Azure)
• Exceptional leadership and communication abilities, with a knack for translating technical concepts to non-technical audiences
• Strong problem-solving skills, agility in handling competing priorities and a collaborative mindset
• Extensive experience leading vendor contract negotiations, licensing optimization, and strategic vendor management
• Bachelor’s Degree required

Nice To Haves

• Experience in healthcare, digital health, or regulated industries strongly preferred
• Previous experience working in a SCRUM or agile environment preferred
• relevant certifications (e.g. Salesforce Architect, Certified ScrumMaster, ITIL, CISSP, CISM) highly preferred

Responsibilities

• Develop and execute a roadmap for Salesforce as the core business data hub, integrating Data Cloud for advanced data management, Agentforce for AI-driven automation, Gainsight for client relationship management, and two customer-facing Experience Cloud sites
• Align system architecture with business goals, ensuring scalability, security and compliance
• Oversee integrations between Salesforce and 25+ platforms including third-party tools (e.g. provider recruiting site, marketing automation, analytics) and custom home-grown applications
• Design data flows to maintain data integrity, real-time synchronization, and minimal downtime
• Lead a team that manages Gainsight CS for customer success workflows, health scoring and engagement tracking
• Manage Gainsight + Salesforce integrations with Gainsight CC to support community-driven customer interactions, feedback loops, self-service resources, and seamless user authentication across platforms
• Build and mentor a high-performing team of business systems analysts, administrators and developers; foster a culture of innovation, continuous improvement and best practices in CRM and CS platforms
• Champion process automation through the implementation of Salesforce Flow, Apex, and Lightning components, while leveraging Data Cloud for data unification and Agentforce for intelligent agent experiences
• Maintain data governance policies, including master data management, privacy, compliance (e.g. HIPAA, HITRUST, SOC 2, GDPR) and audit trails
• Conduct regular system audits, performance tuning and risk assessments to ensure reliability and regulatory adherence
• Partner with stakeholders to gather requirements, prioritize enhancements and manage projects from ideation to deployment; lead change management efforts for system updates, training programs, and user adoption strategies
• Evaluate and negotiate with vendors for Salesforce, Gainsight, integration tools, among other applications; manage budgets, contracts, and SLAs to optimize ROI and control costs
• Enforce DevOps best practices across the Salesforce ecosystem using Copado as the primary platform for CI/CD pipeline management, overseeing weekly release cycles, ensuring automated deployments, version control, quality gates, and rollback procedures to maintain system stability, speed, and compliance
• Identify emerging technologies, enhancements, and automation opportunities (e.g. Agentforce agents, Data Cloud capabilities) to maintain competitive advantage while ensuring compliance and security

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees