Senior Manager, Sales Operations and CRM

SummaryJob Title: Senior Manager, Sales Operations and CRM (Salesforce)

Position Summary: The Senior Manager, Sales Operations and CRM owns the CRM roadmap for the Portable Americas division and leads the enhancement and optimization of the Sales and Marketing business applications ecosystem, with a strong focus on Salesforce, in partnership with IT and global teams. The role also leads the processes, systems, and analytics that enable a high-performing sales organization. This role partners closely with sales leadership, finance, marketing, IT, and other cross-functional teams to improve forecast accuracy, optimize pipeline management, strengthen reporting, and drive sales and operational efficiency. The ideal candidate brings an equal balance of technical depth and business acumen: hands-on Salesforce expertise, ideally including experience deploying Agentforce AI agents, paired with a strong understanding of how sales and marketing organizations operate, proven experience in a similar sales operations or business systems role, and strategic thinking, strong analytical capability, and hands-on execution to support revenue growth and scalable sales performance.

Job Responsibilities

Own the Portable Americas CRM and business applications roadmap, prioritizing enhancements that support regional business goals and aligning them with global platform strategy and release plans.

Lead the ongoing optimization of Salesforce Sales Cloud, CPQ, and marketing technologies to support pipeline development, quoting accuracy, lead generation, and customer engagement across Portable Americas.

Drive AI adoption within the CRM, partnering with IT and global teams on the design, deployment, and ongoing optimization of Agentforce agents and related Salesforce AI capabilities to automate workflows, surface insights, and improve the seller and customer experience.

Partner with Sales, Marketing, and global team to translate business needs into scalable, technology-driven solutions that improve productivity, accuracy, and customer engagement.

Partner with IT and global teams to define, prioritize, and deliver CRM platform enhancements, translating requirements from Sales, Marketing, and Customer Success into scalable, technology-driven solutions that measurably improve seller productivity.

Act as the bridge between the business and technology teams, building business cases, defining success metrics, and measuring the adoption and return on investment of CRM enhancements.

Perform and oversee select Salesforce administration activities for the Portable Americas division, such as user management, reports and dashboards, page layouts, and configuration, and escalate platform-level changes to IT and the global team.

Lead sales operations strategy and execution to improve productivity, scalability, and performance across the sales organization.

Own and enhance core sales processes, including territory planning, pipeline management, forecasting, quota support, and performance reporting.

Leverage data and analytics to uncover growth opportunities and enhance operational efficiency in collaboration with Sales and Marketing teams. Develop and maintain dashboards, reports, and analyses that provide actionable insight into bookings, pipeline health, conversion rates, sales activity, and productivity.

Partner with sales leadership to drive forecast rigor, identify risks and opportunities, and support decision-making with data-driven recommendations.

Partner with sales leadership and finance to support sales compensation planning, incentive design, quota deployment, and alignment to business goals.

Collaborate with IT, global platform teams, and implementation partners to ensure seamless integration between Salesforce and adjacent systems such as ERP, marketing automation, and the data warehouse across global and regional operations.

Stay ahead of emerging trends in Salesforce, CPQ, and marketing technology, evaluating new tools and opportunities to accelerate growth. Lead the adoption and optimization of business technology platforms, ensuring systems support operational goals and drive measurable business value.

Work cross-functionally with finance, marketing, customer success, and business operations to align reporting, planning assumptions, and go-to-market execution.

Support annual planning activities, including headcount planning, capacity modeling, target-setting support, and operating cadence reviews.

Lead, coach, and develop sales operations team members while fostering a culture of accountability, collaboration, and continuous improvement.

Qualifications

Bachelor’s degree in business, finance, economics, marketing, or a related field.

7+ years of progressive experience in sales operations, revenue operations, or business systems, including experience in a similar role that bridges commercial teams and CRM technology.

Demonstrated experience supporting sales forecasting, pipeline management, reporting, and process improvement.

Strong analytical and problem-solving skills with the ability to translate data into clear business insights and recommendations.

Strong business acumen, with a solid understanding of B2B sales and marketing processes, go-to-market models, and the commercial drivers of revenue growth and profitability.

Demonstrated ability to translate business requirements into technical solutions and to communicate technical concepts clearly to non-technical stakeholders and senior leadership.

5+ years of experience in Salesforce platform management and optimization (Sales Cloud, CPQ, and integrations), including roadmap ownership, hands-on administration, and delivering enhancements in partnership with IT; experience with marketing automation platforms such as Pardot (Marketing Cloud Account Engagement), Marketo, or HubSpot a plus.

Salesforce Certified Administrator credential required.

Experience with Agentforce, including designing, configuring, or deploying AI agents within Salesforce, strongly desired.

Strong project management skills, with the ability to lead multiple complex enhancement initiatives in a fast-paced environment.

Experience with BI and analytics platforms such as Power BI, Tableau, or similar tools.

Proven ability to work effectively across cross-functional teams and influence stakeholders at multiple levels of the organization, including regional and global IT teams.

Working knowledge of sales compensation processes, territory design, or capacity planning.

Sound understanding of quote-to-cash, lead management, and broader revenue operations processes.

Experience leading initiatives and managing or mentoring team members in a fast-paced environment.

Preferred Qualifications:

MBA or other advanced degree.

Additional Salesforce certification(s) (e.g. Advanced Administrator; CPQ Specialist, Agentforce Specialist, Platform App Builder, and/or other relevant platform certifications)

Experience in a high-growth, global, or matrixed business environment.

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