**Essential Functions of the Job:** **Commercial Technology Leadership** + Lead the operational management of US and JPAC commercial technology platforms supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience functions. + Partner with business stakeholders to establish technology roadmaps that align with corporate and commercial objectives. + Serve as a trusted advisor to senior business leaders, translating strategic priorities into scalable technology solutions. + Drive continuous improvement initiatives to enhance platform performance, user experience, and operational efficiency. **CRM Platform Ownership** + Provide operational oversight for field enabling CRMs, and related commercial technology platforms. + Ensure platform reliability, availability, performance, and compliance with organizational standards. + Establish governance processes for enhancements, configuration changes, integrations, and platform upgrades. + Oversee system health monitoring, issue resolution, incident management, and root-cause analysis activities. **Stakeholder & Demand Management** + Manage relationships with Commercial, Medical, Market Access, Marketing, Analytics, Compliance, IT, and Operations stakeholders. + Lead requirements gathering, prioritization, and demand management processes. + Facilitate alignment between business priorities, technical capabilities, resource capacity, and strategic objectives. + Provide executive-level communications regarding technology investments, risks, dependencies, and delivery progress. **Release & Change Management** + Establish and govern release management processes across multiple environments and business functions. + Lead planning and execution of platform releases, ensuring appropriate testing, validation, training, and communication. + Implement best practices for change management, deployment governance, and operational readiness. + Minimize business disruption while accelerating delivery of new capabilities. **Architecture & Technology Governance** + Apply strong architectural principles to ensure scalable, maintainable, and secure technology solutions. + Partner with Enterprise and Solution Architecture teams to define future-state technology strategies and integration frameworks. + Review and approve CRM solution designs, integrations, data models, and platform enhancements. + Ensure adherence to industry best practices, regulatory requirements, security standards, and data governance policies. **Operational Excellence** + Define and monitor service-level agreements (SLAs), KPIs, and operational metrics. + Drive proactive risk management, business continuity planning, and platform resiliency initiatives. + Lead vendor management activities, including managed services providers, implementation partners, and software vendors. + Identify opportunities for automation, process optimization, and cost reduction. **Supervisory Responsibilities:** + Lead, mentor, and develop a team of IT professionals and external partners provers. + Foster a culture of accountability, collaboration, innovation, and customer service. + Manage staffing strategies, succession planning, performance management, and professional development initiatives. + Build high-performing teams capable of supporting global commercial operations. **Skills:** **Industry & Technical Expertise** + Deep understanding of Life Sciences commercial and medical business processes, customer engagement models, and regulatory considerations. + 10+ years of hands-on experience in CRM technologies; expertise in CRM platforms including Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, and associated commercial technology ecosystems. + Understanding of emerging technologies including AI, machine learning, customer intelligence, and digital engagement capabilities. + Demonstrated experience leading or supporting CRM transformation programs, including the implementation, deployment, or migration from legacy CRM platforms within pharmaceutical or life sciences organizations. + Proven experience managing CRM migration activities, including business process redesign, data migration, integration modernization, user adoption, change management, and post-deployment stabilization. + Experience evaluating CRM platforms and supporting technology selection, vendor assessment, roadmap development, and transition planning for future-state commercial technology ecosystems. **Leadership Competencies:** + Strategic Thinking + Operational Excellence + Stakeholder Management + Organizational Leadership + Technical Architecture & Governance + Change Leadership + Talent Development + Executive Communication + Vendor & Financial Management + Continuous Improvement **Preferred Qualifications:** + Master's degree in Information Systems, Business Administration, or related field. + Salesforce, Veeva, ITIL, Agile, PMP, or Architecture-relate