At Azurity, our Customer Experience (CX) and Digital Transformation team is expanding as we continue to invest in next-generation CRM, AI, analytics, and customer engagement capabilities. We are building a modern, data-driven commercial ecosystem powered by Salesforce, Life Sciences Cloud, Data Cloud, AI, and omnichannel engagement technologies that support our growth across Commercial, Medical Affairs, and Patient Services.

We are seeking dynamic, highly motivated, and hands-on professionals who thrive in fast-paced environments, embrace change, and are passionate about solving business challenges through technology. This is an opportunity to play a meaningful role in shaping the future of our CRM and customer engagement capabilities while working alongside cross-functional teams across the organization.

The Manager - Salesforce Administration & Business Analysis serves as a senior member of the CRM team, responsible for Salesforce platform administration, business stakeholder support, and driving continuous improvement of CRM processes and capabilities. This role combines Salesforce administration, business analysis, solution design, user adoption, data management, and cross-functional collaboration responsibilities to help maximize the value of the CRM platform across Commercial, Medical Affairs, Patient Services, and other business functions.

The ideal candidate possesses a strong blend of technical, analytical, and stakeholder management skills and serves as a key partner in translating business needs into scalable, compliant, and impactful CRM solutions. This individual will work closely with Commercial Operations, Sales Leadership, Marketing, Medical Affairs, Data & Analytics, Compliance, and IT teams to support the continued evolution of Salesforce Sales Cloud, Life Sciences Cloud, Data Cloud, CRM Analytics (CRMA), and related commercial technologies

WORK SCHEDULE: This position requires full coverage of US Eastern Time business hours (8:00 AM – 5:00 PM ET) and is not a standard India daytime work schedule

Key Responsibilities

• Salesforce Administration & Platform Support
• Administer and support the Salesforce platform, including user setup, profiles, permission sets, roles, sharing rules, and security controls.
• Configure and maintain objects, fields, page layouts, record types, validation rules, flows, approval processes, and Lightning applications.
• Provide day-to-day platform support, troubleshoot issues, and coordinate resolution with technical teams and vendors.
• Support release planning, testing, deployment coordination, and change management activities.
• Monitor platform adoption, system performance, and overall platform health.
• Maintain documentation related to configuration, business processes, governance controls, and support procedures.

Business Analysis & Solution Delivery

• Partner with business stakeholders to understand business objectives, requirements, and operational challenges.
• Lead requirements gathering sessions, workshops, process reviews, and stakeholder interviews.
• Document business requirements, user stories, process flows, functional specifications, and acceptance criteria.
• Analyze existing business processes and identify opportunities for automation, standardization, and process improvement.
• Collaborate with CRM Architects, Developers, Product Owners, and external partners to design and implement solutions.
• Support and coordinate User Acceptance Testing (UAT) activities and validation of business requirements.

Commercial Operations Support

• Support CRM capabilities related to customer engagement, territory management, call reporting, targeting, account planning, and field force effectiveness.
• Partner with Commercial Operations, Sales Leadership, Medical Affairs, and Marketing teams to optimize CRM processes and user experience.
• Support omnichannel engagement initiatives and HCP/HCO engagement activities.
• Assist in evaluating and prioritizing CRM enhancements aligned with business priorities.

Reporting, Analytics & Data Management

• Develop and maintain reports, dashboards, KPIs, and analytics supporting business and leadership decision-making.
• Support CRM data governance, quality monitoring, cleansing, validation, and reconciliation activities.
• Perform data mapping, transformation, migration, and validation activities during system enhancements and implementation projects.
• Partner with Data & Analytics teams to support Customer 360, reporting, and data management initiatives.

Integrations & Ecosystem Support

• Support integrations between Salesforce and enterprise platforms including IQVIA, Pitcher, Data Cloud, Snowflake, Marketing technologies, MDM, and reporting solutions.
• Assist with troubleshooting integration issues and validating end-to-end business processes.
• Collaborate with technical teams to ensure successful delivery of integrated solutions across the CRM ecosystem.

Training, Adoption & Governance

• Develop and deliver end-user training, documentation, job aids, and adoption materials.
• Support change management and user adoption initiatives to maximize business value from CRM investments.
• Participate in CRM governance processes and continuous improvement initiatives.
• Ensure solutions and business processes align with pharmaceutical industry compliance requirements, including HIPAA, GDPR, and applicable regulatory standards.

Qualifications

• 7-10+ years of experience supporting Salesforce CRM platforms with hands-on Salesforce Administration and Business Analysis responsibilities.
• Salesforce Administrator Certification required. Also Salesforce Advanced Administrator, Salesforce Business Analyst, Sales Cloud Consultant, Data Cloud Consultant, or Life Sciences Cloud certifications.
• Strong experience supporting Salesforce Sales Cloud, Veeva, Life Sciences Cloud, Data Cloud, CRM Analytics (CRMA), Experience Cloud, or similar CRM technologies.
• Proven experience gathering requirements, facilitating workshops, documenting business processes, and supporting solution delivery initiatives.
• Experience supporting pharmaceutical, healthcare, or life sciences organizations.
• Understanding of HCP/HCO engagement, territory management, CRM compliance, field force operations, and commercial processes.
• Experience working with CRM integrations, data management, and reporting solutions.
• Strong analytical, communication, stakeholder management, and problem-solving skills.
• Experience working in Agile delivery and cross-functional team environments

Required Certifications:

• Salesforce Certified Administrator
• Salesforce Certified Business Analyst
• Salesforce Certified Advanced Administrator
• Salesforce Sales Cloud Consultant
• Salesforce Data Cloud Consultant
• Salesforce AI Associate
• Salesforce Platform App Builder
• Salesforce Experience Cloud Consultant
• CSPO (Certified Scrum Product Owner