Senior Commercial Business Systems Manager

Hearst•Durham, NC

8d•$100,000 - $180,000•Hybrid

About The Position

First Databank (FDB) is seeking a Senior Commercial Business Systems Manager to lead a small, high-impact team responsible for the systems, data, and analytics supporting FDB’s Commercial Teams. This hands-on player-coach role owns the roadmap and architecture for Salesforce, Gainsight, and connected commercial systems while contributing directly to implementation, configuration, analysis, documentation, and problem-solving. The position is based in Carmel, Indiana; San Francisco, California; or Durham, North Carolina, and follows a hybrid work model requiring onsite work at least three days per week. The manager will partner with commercial stakeholders and teams including IT, Security, Data Governance, and Salesforce administration to design and deliver systems, integrations, analytics, and workflows. The role also identifies opportunities to improve customer intelligence and team productivity through automation and approved AI tools. FDB provides drug and medical device knowledge used by healthcare professionals and organizations to support decision-making, patient safety, operational efficiency, and healthcare outcomes. The company describes its values as Integrity, Respect, Responsibility, Teamwork, and Creativity.

Requirements

At least five years of experience in business systems, revenue operations, Salesforce, analytics, or a related discipline.
Experience serving as a lead, architect, senior analyst, or hands-on manager in a business systems environment.
Deep Salesforce expertise, including data modeling, Flow, permissions, reporting, integrations, and platform governance.
Gainsight administration or comparable customer success platform experience.
Experience designing integrations using APIs, middleware, or enterprise data pipelines.
SQL proficiency and experience combining data from multiple systems for reporting and analysis.
Practical experience using AI tools for analysis, documentation, automation, or solution development.
A history of replacing manual work with scalable tooling and automation.
Strong stakeholder-management skills and ability to balance competing priorities.
Demonstrated ability to personally configure systems, build analyses, troubleshoot data issues, and deliver working solutions.
Comfort working in a small team where leadership and individual contribution are equally important.

Nice To Haves

Salesforce Advanced Administrator, Platform App Builder, Architect-track, or comparable certification.
Gainsight Administrator certification.
Experience evaluating or implementing customer intelligence, customer success, analytics, or AI-enabled platforms.
Experience with business intelligence, marketing automation, finance systems, or data warehouse platforms.
Experience establishing data governance, AI governance, access controls, or system-development standards.
Healthcare, health technology, or other regulated-industry experience.
Experience supporting customer migrations or product transitions at scale.

Responsibilities

Own and document cross-system architecture and data models across Salesforce, Gainsight, and connected platforms.
Design scalable solutions, integrations, and workflows for the customer and commercial lifecycle.
Assess whether business needs are best addressed through configuration, automation, custom development, AI, or new technology.
Partner with IT, Security, and Data Governance to ensure solutions meet FDB requirements.
Configure, test, troubleshoot, and optimize business systems in partnership with the Senior Salesforce Administrator.
Build analyses, dashboards, data models, and customer-risk reporting using SQL, platform-native tools, and AI-assisted workflows.
Lead hands-on proofs of concept and implementations for new business systems and analytics tools.
Investigate data and system issues across platforms, identify root causes, and implement or coordinate solutions.
Create and maintain system documentation, data definitions, process maps, and technical requirements.
Prototype solutions and automations before determining whether broader development or outside support is needed.
Develop customer health scores, adoption measures, sentiment signals, and churn-risk indicators.
Connect customer data across relationship management, implementation, support, product adoption, and commercial systems.
Expand self-service reporting while maintaining consistent definitions and data quality.
Translate business needs into clear requirements, solution designs, and measurable outcomes.
Balance strategic initiatives with operational support and platform maintenance.
Communicate priorities, tradeoffs, dependencies, and progress to stakeholders; recommend workable alternatives when requests are not the best use of resources.
Identify repetitive work that can be simplified or eliminated through automation and AI.
Evaluate AI-enabled capabilities to improve customer visibility, reporting, decision-making, and team productivity.
Conduct proofs of concept and make recommendations based on measurable business value.
Use approved AI tools in daily analysis, documentation, prototyping, testing, and solution development.