Manager, CRM System Operations

Fresenius Kabi USA•Lake Zurich, IL

2d•$120,000 - $135,000

About The Position

The Manager, CRM System Operations will drive adoption, governance, and operational excellence across the Customer Engagement Ecosystem on the Salesforce platform within Commercial Excellence. This is a business-facing role partners closely with IT and global technical teams to ensure platform stability, integrations, security, and compliance. The role will support commercial stakeholders across Sales, Marketing, Technical/Field, and Customer Service for four Business Units — Pharma, Nutrition, Biopharma, and MedTech — contributing to the implementation and continuous improvement of a best-in-class Salesforce Life Sciences Cloud for Customer/HCP Engagement, including Sales Cloud, Service Cloud, Marketing & Data Cloud, and Field Service Lightning to improve commercial execution, efficiency, and customer engagement will be actively identified. As part of the global CRM & Applications Center of Excellence, the role will serve as the primary Salesforce Business Analyst and Administrator for Region US, managing regional demand intake, business requirements definition, solution design, and alignment to global CRM governance. User adoption and enablement are core accountabilities, delivered through hands-on user support, training ownership, change management, and leadership of regional CRM initiatives, while aligning to the global PULSE blueprint and localized commercial needs. Salary Range: $120,000 - $135,000 per year Position is eligible to participate in a bonus plan with a target of 10% of the base salary. Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, and abilities. Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most.

Requirements

Bachelor’s degree (focus on Information Systems, Operations, Business or Data Analytics preferred).
Salesforce Administrator (ADM-201) and/or Salesforce Business Analyst certification(s) required (Salesforce BA Admin). Additional certifications as an Advanced Admin and Platform App Builder a plus.
8+ years related experience of Salesforce as a Salesforce Business Analyst and/or Administrator in a business-facing role.
Experience supporting regulated industries such as Life Sciences, Pharmaceuticals, Medical Devices, or Financial Services preferred. Experience supporting CSV (Computer System Validation), audit readiness, and regulated documentation practices (SOPs, traceability).
Operating model / delivery: Agile delivery experience (user stories, backlog grooming, sprint planning), tools like Jira/Confluence/Azure DevOps. Release management and environment strategy (sandboxes, deployment tools, regression testing). Resource planning and capacity management. Vendor/partner management (if applicable)
Demonstrated experience gathering, documenting, and translating business requirements into Salesforce solutions within a Commercial Excellence, Sales Operations, Marketing Operations, or Customer Engagement environment.
Strong hands-on experience with Salesforce declarative configuration (code/low code), including objects, fields, record types, page layouts, validation rules, Flows, approval processes, profiles, permission sets, role hierarchy, and sharing rules.
Strong understanding of Salesforce Sales Cloud and Service Cloud; experience with Marketing Cloud, Data Cloud, and Field Service Lightning preferred.
Proven ability to lead CRM enablement, training, and change management initiatives to drive adoption.
Proficient with Microsoft Office (Excel, Word, PowerPoint, Outlook), and other database/ERP concepts (i.e., SAP, Salesforce.com).
Strong stakeholder management, communication, and documentation skills, with the ability to influence without authority.
Ability to manage and prioritize multiple initiatives in a fast-paced, matrixed environment.
Solid interpersonal and effective communication skills (verbal and written) with stakeholders.
Ability to collaborate effectively with all employees and external business contacts while conveying a positive, service-oriented attitude.
Highest level of integrity and good judgment, with the ability to effectively deal with highly sensitive, confidential information.
Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
Ability to work flexible hours and weekends to meet business/customer needs.

Responsibilities

Lead Commercial Enablement Strategy (CRM & Customer Engagement)
Serve as Regional Salesforce Product Owner
Own CRM Demand Governance & Prioritization
Champion User Experience, Adoption & Data Integrity
Deliver Strategic Commercial Insights
Lead Change Management & Capability Development
Drive Automation & Scalable Process Architecture
Oversee Configuration Governance & Release Execution
Partner Cross-Functionally with IT & Global Stakeholders
Evaluate & Scale Emerging Capabilities
Completes all training requirements, including all department-specific, compliance training, etc.
Participates in any and all reasonable work activities as assigned by management.
All employees are responsible for ensuring the compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities.