Senior Director, Commercial Systems & CRM

Overview

The Senior Director, Commercial Systems & CRM is responsible for defining and executing the strategy for the organization's customer relationship management (CRM) platform and commercial technology ecosystem. This leader drives digital transformation across Sales, Marketing, Customer Success, and Revenue Operations by optimizing business processes, improving data quality, and delivering technology solutions that enable revenue growth and an exceptional customer experience.

Serving as a strategic partner to executive leadership, this role oversees the CRM roadmap, commercial systems, analytics, automation, and governance to ensure technology investments support enterprise objectives and enhance commercial effectiveness.

Duties and Responsibilities

• Develop and execute the enterprise strategy and roadmap for CRM and commercial technology platforms.
• Align technology capabilities with business priorities to improve commercial performance and customer engagement.
• Evaluate emerging technologies, including AI-enabled solutions, to drive innovation and productivity.
• Provide executive oversight of the enterprise CRM platform, ensuring scalability, reliability, adoption, and continuous improvement.
• Lead governance, enhancements, release management, and platform optimization.
• Ensure seamless integration with ERP, marketing automation, customer support, CPQ, and analytics platforms.
• Partner with Sales leadership to optimize lead management, pipeline visibility, forecasting, and opportunity management.
• Improve seller productivity through automation and standardized workflows.
• Drive adoption of commercial systems and best practices.
• Establish enterprise data governance standards.
• Deliver executive dashboards and KPI reporting.
• Improve forecast accuracy and actionable business insights.
• Serve as a trusted advisor to Sales, Marketing, Customer Success, Finance, and IT leaders.
• Develop business cases for technology investments and communicate measurable ROI.
• Manage strategic vendors, implementation partners, and technology investments.
• Build a culture of innovation, accountability, and continuous improvement.

Other Responsibilities

• Maintain compliance with Inovalon's policies, procedures, and mission statement.
• Adhere to all confidentiality and HIPAA requirements in accordance with Inovalon Operating Policies and Procedures.
• Fulfill additional responsibilities reasonably assigned to support the operational and financial success of Inovalon.

Job Requirements

• 12+ years of progressive leadership experience supporting commercial organizations through CRM, Sales Operations, Revenue Operations, or Business Systems.
• 7+ years leading enterprise technology initiatives and cross-functional teams.
• Experience optimizing enterprise CRM platforms (Salesforce preferred).
• Strong executive communication, change management, and stakeholder leadership skills.