CRM Support & Data Operations Lead 100% Remote

CRM Support & Data Operations Lead 100% Remote 

 

Key Skills:

• CRM and customer service: Salesforce, IQVIA OCE, Service Cloud, and Five9
• Commerce: Salesforce B2B Commerce Visualforce storefront (CloudCraze) and the customer-facing portal
• Loyalty: B2B and B2C loyalty programs
• Integrations: ERP and web platforms
• Service management: ServiceNow for incident management and knowledge documentation

 

 

Role summary

Client is seeking a hands-on CRM Support & Data Operations Lead to own Level 2 support, incident resolution, and root-cause prevention across the commercial Salesforce ecosystem, including OCE, the B2B Commerce storefront, customer portal, and loyalty platforms.

This role combines day-to-day issue resolution with proactive operational improvement. The lead manages recurring data and configuration corrections, identifies the underlying causes of repeat issues, and implements sustainable solutions through validation, automation, self-service capabilities, and knowledge documentation.

Reports to: Business Systems Analyst, with a dotted-line relationship to the Salesforce Delivery Manager
Employment type: Full-time Contract
Location: Remote, hybrid, or Nashville-based

Key responsibilities

Incident resolution and support

• Own Level 2 triage and resolution for commercial CRM incidents, partnering with Customer Care, field sales, and internal business teams.
• Resolve issues within established service-level expectations or route them to the appropriate team with complete diagnostic details and business context.
• Document clear, reusable resolution notes that enable consistent support across the analyst team.
• Support CRM users with access, permissions, territory alignment, record visibility, and mobile application issues.
• Assist customers and internal users with portal and storefront access, registration, and ordering issues.

Data stewardship and configuration

• Maintain the quality and integrity of customer account data, including duplicate resolution, account hierarchies, and provider-to-practice relationships.
• Ensure pricing, tier, promotion, and loyalty configurations remain accurate and aligned across systems.
• Partner with Finance and Customer Care to research and resolve order, invoice, and billing discrepancies.
• Maintain accurate customer-facing directory and listing information.

Integrations and monitoring

• Monitor and triage integration and system alerts, perform initial analysis, and escalate issues to the appropriate technical owner with actionable context.
• Continuously improve monitoring by refining or retiring alerts that create noise without prompting meaningful action.

 

Continuous improvement

1. Lead recurring problem-management reviews by identifying issue patterns, determining root causes, assigning corrective actions, and tracking solutions through closure.
2. Partner with the Salesforce team to design and implement preventive controls, including validation rules, duplicate rules, flows, and integration retry mechanisms.
3. Create and maintain knowledge articles that enable support teams and end users to resolve common issues through self-service.
4. Establish documentation standards for resolution notes and coach contributors on consistent adoption.
5. Provide leadership with issue trends, operational insights, and status updates on root-cause remediation.

Systems and environment

This role supports client’s commercial technology ecosystem for the aesthetics business, including:

• CRM and customer service: Salesforce, IQVIA OCE, Service Cloud, and Five9
• Commerce: Salesforce B2B Commerce Visualforce storefront (CloudCraze) and the customer-facing portal
• Loyalty: B2B and B2C loyalty programs
• Integrations: ERP and web platforms
• Service management: ServiceNow for incident management and knowledge documentation

Qualifications

Required

• Five or more years of experience supporting or administering Salesforce in a commercial or sales operations environment, including at least two years in a Level 2 support or administrator role
• Salesforce Administrator certification
• Hands-on experience with CRM data stewardship, including duplicate management, account hierarchies, data loads, and auditable bulk corrections
• Working knowledge of declarative automation including flow, along with sound judgment about when developer support is required
• Strong written and verbal communication skills, with the ability to explain a solution to a field representative and present root-cause findings to a director

Preferred

• Experience supporting life sciences or pharmaceutical CRM platforms, such as Veeva, IQVIA OCE, or OCE on Salesforce, including HCP affiliations and territory alignment
• Experience administering Salesforce B2B Commerce or Experience Cloud
• Familiarity with pricing, promotion, and loyalty configuration
• Basic SQL or SOQL proficiency and experience using Salesforce reports or Workbench for trend analysis
• Salesforce Advanced Administrator or Platform App Builder certification