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