Sr Director, Customer Relationship Management

Twist Bioscience•South San Francisco, CA

4d•$240,000 - $300,000

About The Position

We are seeking an experienced and highly motivated executive to lead the strategic development, implementation, and optimization of our Customer Relationship Management systems. Based primarily on the Salesforce platform, we seek an expert with deep, demonstrated experience in a technical (Pharma/Biotech/Med Device/Semiconductor) commercial space. Our CRM systems play a special role in our entire mind-to-molecule software stack, whereby research scientists and commercial partners are able to turn cutting edge ideas into therapeutics, diagnostics, and research tools that benefit health and the environment. The Sr. Director will serve as the strategist for all things CRM, with a mission to maximize customer lifetime value, drive commercial excellence, and ensure compliance in a highly regulated environment. The Sr. Director will lead a team of professionals, primarily Salesforce administrators, configuration specialists, and software developers, who in close collaboration with our Sales Operations and Global Support teams will build and maintain an easy to use, scalable and compliant CRM enterprise software ecosystem. The Sr. Director will define the vision, developing and executing a multi-year CRM roadmap aligned with our commercial and customer experience goals. The Sr. Director will drive adoption, leading the effort to maximize the use of the Salesforce platform across Sales, Marketing, and Service teams. The Sr. Director will measure success by defining, tracking, and reporting key CRM performance indicators to executive leadership, including customer retention, pipeline health, and user proficiency. The Sr. Director will own the platform, acting as the ultimate subject matter expert for the CRM ecosystem, overseeing all implementation, configuration, and governance. The Sr. Director will direct projects, counseling project managers leading all major CRM-related projects, including new Salesforce MarketingCloud rollouts, enterprise integrations (ERP, Marketing Automation), and system enhancements. The Sr. Director will own data integrity, establishing rigorous data governance policies to ensure the integrity, quality, and compliance of all customer data within the platform. The Sr. Director will ensure all CRM strategy and technology strictly adhere to relevant regulatory requirements (e.g., HIPAA, GDPR, GxP, and data privacy) for the pharmaceutical/med device sector. The Sr. Director will lead, mentor, and grow a high-performing team of CRM analysts and developers, fostering a culture of technical excellence and collaboration.

Requirements

Masters degree or higher in Business, Marketing, Information Technology, Computer Science, Software Engineering, Electrical Engineering, BioEngineering, Structural Biology, Chemistry, or a related technical field.
12+ years of progressive experience in CRM, Commercial Operations, software development and technical leadership, with 5+ years in a leadership/Director-level role managing an enterprise CRM platform.
Expert-level proficiency in the Salesforce platform (Sales Cloud, Service Cloud, Experience Cloud, etc.) as a system owner or strategic consultant.
Proven track record of successfully implementing and/or managing Salesforce within the Life Science/Healthcare industry (Pharma, Biotech, or Med Device).
Active Salesforce Administrator or Consultant certification (e.g., Sales Cloud Consultant, Platform App Builder).
Proven leadership experience, with at least 5 years managing and developing a team of software developers and technical professionals.

Nice To Haves

Experience with Veeva CRM or Salesforce Health Cloud.
Additional Salesforce certifications (e.g., Advanced Administrator).
Experience integrating Marketing Automation (e.g., Marketing Cloud/Pardot) with Salesforce.
Experience with specific biopharmaceutical manufacturing processes or modalities (e.g., cell and gene therapy, mAbs, vaccines).
Familiarity with Industry 4.0 concepts, IoT, and advanced manufacturing technologies in a biotech context.
Certifications in project management (PMP), Agile methodologies, or relevant software architecture certifications.
Experience with cloud platforms (e.g., AWS, Azure, GCP) and DevOps practices.
Direct experience participating in regulatory audits (e.g., FDA inspections, SOX) specifically related to custom software and validations.
Experience with data analytics tools and methodologies for monitoring and quality control in biotech.

Responsibilities

Strategic Leadership & Architecture: In collaboration with our Platform Team and our technical platform architects, define and execute the long-term architectural roadmap for our CRM, ensuring scalability, maintainability, and alignment with industry best practices.
Technical Team Management: Lead, mentor, and develop a high-performing team of CRM admins, software developers, analysts, and specialists, fostering a culture of continuous improvement, technical excellence, robust software development practices, and regulatory compliance.
Software Development & Implementation: Oversee the full Software Development Life Cycle (SDLC) for our CRM, including detailed requirements gathering, system design, coding standards, development, rigorous testing, validation, deployment, and post-go-live support.
System Optimization & Support: Drive continuous improvement and feature enhancement of existing CRM functionalities, identify opportunities for process automation, and advanced data utilization and forecasting. Ensure robust system performance, availability, and audit readiness through proactive monitoring and maintenance.
Cross-Functional Collaboration: Partner closely with the platform architecture and infrastructure teams, Sales, Sales Operations, Global Support, Manufacturing Operations, Quality Assurance, Process Development, and Regulatory Affairs teams to define CRM requirements, design seamless integrations with other enterprise systems (e.g., ERP, eCommerce), and ensure compliant data flow across the biomanufacturing ecosystem.
Data Integrity & Reporting: Architect and ensure the accuracy, integrity, traceability, and security of all data within the CRM, critical for regulatory submissions and audit trails. Develop and implement robust reporting, analytics, and data visualization capabilities to support operational decision-making and quality reviews.
Compliance & Validation: Ensure our CRM solutions comply with relevant regulations (e.g., SOX, HIPAA, GDPR, GxP, and data privacy), and internal quality standards. Oversee and execute comprehensive computer system validation activities specifically tailored for custom software.
Vendor & Internal Resource Management: Manage relationships with any external software development contractors or technology partners, ensuring effective collaboration, adherence to standards, and delivery of services. Optimize the utilization of internal development resources.
Budget Management: Develop and manage the CRM budget, optimizing resource allocation for both internal development and external services, and demonstrating ROI for CRM investments.
Change Management: Lead change management efforts related to CRM development, implementations, and upgrades, ensuring user adoption, effective user training programs, and adherence to change control procedures for custom software releases.