Acelity Careers

Director, Global CRM Delivery

San Antonio, United States of America

Job Description

The Director, Global CRM Delivery will oversee the enterprise-wide standardization, delivery, and adoption of our Salesforce CRM system operations. This role will lead the engagement of a broad set of stakeholders across the company to analyze the current state, and design and implement the future state of commercial operations as it pertains to capabilities, culture, processes, playbooks, and tools of our global commercial teams. The ideal candidate will be results-oriented and driven in the face of challenges, an effective change agent with strong cross-functional leadership, attention to detail, creative problem-solving, and strategic thinking skills. The candidate will need to collaborate with the stakeholders to understand their business needs, define and utilize robust prioritization frameworks to generate a project plan that will address their requirements optimally, and execute that plan. Experience in project management, commercial operations,, system integrations, ETL, designing and roll-out of enterprise-wide efforts, and train-the-trainer programs will be critical for success. This role will report to the VP of Global Commercial Operations & Digital Customer Infrastructure, who reports to the company’s Chief Commercial Officer.


  • Build and lead a high-performing team of business analysts, administrators and developers to leverage the Salesforce CRM platform to transform and deliver the sales, service and marketing capabilities of the company
  • Develop a global strategy for the Salesforce CRM for the Americas, Europe, and International regions to ensure the platform and capabilities implemented are leveraged across the globe, and that interdependencies are properly planned for and executed
  • Lead cross-functional teams to implement new applications, technology, and capabilities, and drive ongoing maintenance for those systems in supporting the various business units
  • Lead and manage the portfolio of work for delivering Salesforce CRM capabilities
  • Work across organizations including teams responsible for requirements, project and program management, solution architecture, quality assurance, infrastructure and production support
  • Develop, maintain and continuously improve the metrics and SLAs of the environments in which the Salesforce CRM system has been deployed
  • Understand and solve business and technology challenges related to the implementation of CRM technologies and applications that meet business needs
  • Leverage business acumen to understand underlying strategic priorities, while developing and delivering Salesforce CRM technology enabled solutions that addresses identified issues
  • Drive strategic change into organization and lead continuous improvement planning
  • Ensure solutions being delivered are per standards of availability, scalability and security and that they are delivered on time with highest quality and conformation to business standards
  • Develop and provide a support and maintenance plan for all services and capabilities offered to the business and the environments in which they are offered
  • Work with and help manage the relationships with hardware, software and services vendors


  • 8 years of broad information technology experience working in enterprise architecture, systems requirements, project/program management, systems design/delivery, quality assurance and infrastructure
  • Experience in using combination of toolsets such as JIRA/Confluence, SVN/TFS, and/or Rational UML to deliver systems
  • Experience mentoring, training, coaching, performance feedback, and regular evaluation of a team
  • Strong management, leadership and interpersonal skills and experience with excellent communication, analytical and problem-solving skills
  • Minimum of five years of experience creating technical designs, involving configuration setup and coding in APEX along with strong knowledge of functional and technical best practices and methodologies
  • Experience in Oracle ERP, Datameer, Hadoop infrastructure, SQL and performance tuning for systems utilizing RDBMS
  • Experience implementing system applications, software configurations, and XML or other related coding in the following CRM technological product suites including, Pardot, and other AppExchange platforms
  • Demonstrated experience in working with batch interfaces, schedulers with dependencies
  • Experience in managing, supporting hardware and software upgrades, patches and deployments 

 Education & Other Preferred Requirements:

  • Bachelor's degree from an accredited college or university; Master's degree from an accredited college or university preferred 
  • Certified Administrator, Developer and/or Sales/Service Consultant preferred
  • Oracle ERP experience
  • Rollout of global, cross-cultural initiatives
  • 25% Travel
The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE AA M/F/Vet/Disability: Acelity L.P. Inc. and its subsidiaries are an equal opportunity and affirmative action employer and give consideration for employment to qualified applicants without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, or genetic information or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please click here: VEVRAA Federal Contractor