Director, Enterprise CRM Delivery

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Provide oversight for various simultaneous CRM transformation and implementation initiatives.

• Ensure that projects are completed within the defined scope, timeline, budget, quality standards, and client expectations.

• Establish delivery standards, governance structures, methodologies, templates, and quality control measures.

• Conduct assessments of portfolio and project health, identifying risks related to delivery, resources, finances, and client engagement.

• Create recovery plans for projects that require intervention and act as an escalation point for complex delivery challenges.

• Facilitate the transition from implementation to hyper care and managed services.

• Lead the implementation of Veeva Vault CRM, Salesforce Life Sciences Cloud, and associated commercial and medical platforms.

• Oversee CRM migrations, implementations, integrations, testing, deployment, and support following the go-live phase.

• Manage resource planning and capacity across the CRM delivery organization.

• Mentor, coach, and develop CRM delivery managers, project managers, business analysts, functional consultants, and technical personnel.

• Cultivate client relationships and engage in steering committees, executive status meetings, quarterly business reviews (QBRs), and critical program discussions.

• Monitor project financial performance, including revenue, margin, utilization, burn rate, and completion forecasting.

• Assist in estimation, staffing, delivery planning, proposal creation, statements of work (SOWs), and responses to requests for proposals (RFPs).

• Develop and enhance the Enterprise Transformation delivery framework, governance, status reporting, RAID management, testing, release management, cutover processes, and hyper care.

• Promote AI and automation initiatives throughout CRM delivery and managed services.

⛳️ Requirements

• Over 10 years of experience in delivering enterprise technology, CRM, or digital transformation programs, ideally in the life sciences sector.

• More than 5 years of experience leading teams and/or managing multiple client engagements.

• Extensive experience with Veeva CRM/Vault CRM, Salesforce, or similar enterprise CRM platforms.

• Proven track record in executing complex CRM implementations, migrations, or global transformation initiatives.

• Strong understanding of Commercial, Medical Affairs, and/or Market Access processes within pharmaceutical or biotechnology companies.

• Experience in managing distributed onshore and offshore delivery teams.

• Solid comprehension of project financials, resource planning, utilization, margin management, and forecasting.

• Experience in supporting proposals, estimates, SOW development, and client presentations.

• Exceptional executive communication, client management, and problem-solving capabilities.

• Ability to function effectively in a rapidly growing consulting environment with multiple competing priorities.

🏝️ Benefits

• 401k match.

• Comprehensive group health, dental, and vision benefits.

• Life insurance and long-term disability (LTD).

• Discretionary paid time off (PTO).