CRM Systems Manager, IT

At Vericel Corporation, we are pioneers in advanced cell therapies for sports medicine and severe burn care, transforming patient lives through cutting‑edge regenerative medicine. Our commitment to innovation, patient‑centered focus, and scientific excellence drives us to develop groundbreaking treatments including MACI (knee cartilage repair), Epicel and Nexobrid (burn care).

The CRM System Manager will lead the support and enhancement development of the Salesforce CRM platform. This role is responsible for supporting users, collaborating with vendors and internal stakeholders, and ensuring the system is configured and optimized to meet evolving business needs. The CRM System Manager will oversee day‑to‑day system operations, drive continuous improvements, support users across the organization, and maintain strong alignment with data governance and compliance requirements.

• Support the transition from CRM initial implementation to steady‑state operations, ensuring a smooth go‑live and effective post‑implementation support for business users.
• Establish, operate, and continuously refine a scalable CRM support model, including incident management, escalation paths, release planning, and an enhancement backlog aligned with.
• Manage relationships with CRM vendors and service providers, serving as the primary point of coordination for support, enhancements, and operational issues.
• Monitor vendor performance against service expectations and SLAs, coordinating escalations and driving timely resolution of incidents impacting business operations.
• Partner with vendors to plan and execute system updates, enhancements, and support activities, ensuring alignment with business priorities and operational needs.
• Partner closely with Commercial, Customer Service, and other business teams to understand operational workflows and post‑go‑live challenges, providing ongoing system improvements and usage recommendations.
• Create and maintain architectural diagrams, system flow diagrams, and business process visuals that document CRM functionality, integrations, and support models to support business processes, troubleshooting, and future enhancements.
• Direct and coordinate day‑to‑day CRM support activities, including issue triage, root cause analysis, and communication with stakeholders to ensure a positive user experience.
• Maintain and support CRM architecture, integrations, and data flows, ensuring reliable, secure, and compliant information exchange across enterprise systems.
• Oversee SDLC activities for CRM support and enhancement work, including writing or refining requirements, developing and executing test cases, and supporting functional, integration, and user acceptance testing to ensure production readiness.
• Balance multiple support and enhancement initiatives, prioritizing work based on business impact, operational risk, and resource availability.
• Translate and track ongoing business feedback and operational needs into actionable CRM enhancements, supporting continuous improvement, adoption, and long‑term platform stability.

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent relevant experience.
• 8–10+ years of experience supporting large‑scale enterprise system platforms in regulated or complex business environments.
• Experience in the Pharmaceutical, Biotechnology, or Life Sciences industry, or other highly regulated sectors, is strongly preferred.
• Deep understanding of enterprise systems and integration concepts, with direct experience in Salesforce CRM, Mulesoft, and Tableau.
• Familiarity with related platforms such as Microsoft D365, Veeva, MES systems and other enterprise systems.
• Strong communication and interpersonal skills, with the ability to effectively explain complex concepts to a variety of audiences.
• Ability to create clear and effective diagrams, process flows, system architecture visuals, and other documentation that supports requirements, design, and stakeholder communication.
• Demonstrated leadership and stakeholder management capabilities, with a track record of…