Director, Field Technology - CRM

Job Description

General Summary:

Vertex is seeking an experienced and strategic leader for the US Commercial Field Technology / CRM team. The Director, Field Technology is responsible for setting the strategy and leading execution for CRM and US commercial field technology enablement. This role ensures commercial field teams are equipped with effective, scalable technology that drives engagement, productivity, and decision-making.

This leader will play a critical role in shaping and operating integrated technology and data solutions for the field, connecting business needs with CRM capabilities, processes, & governance. The role requires deep expertise in commercial systems leadership, CRM adjacent field operations processes and tools, CRM data and integrations strategy, and direct field force support.

This role reports to the Senior Director, Customer Data & Field Technology in the Commercial Operations & Insights Analytics department.

Key Duties and Responsibilities:

• Partner closely with Business Units, Leadership Teams, Information Technology (DTE), Insights & Analytics, and IC & Sales Planning to lead CRM initiatives, innovation, processes, and new ways of working.
• Advise and guide on best-in-class CRM model, processes, capabilities, and strategic optimization. Collaborate as a CRM Subject Matter Expert with business unit leadership, peers, and their respective teams to ensure the CRM system supports unique business needs and delivers differentiating business value.
• Bring deep experience in advanced CRM capabilities, Intelligent and Agentic CRM opportunities, and optimization to enhance commercialization excellence.
• Define and lead a comprehensive US Commercial CRM strategy and roadmap, that supports enterprise strategy, business objectives, data strategy, and enhanced customer engagement.
• Develop and implement a sustainable prioritization model for CRM initiatives across Business Units to support efficient resource allocation, zero defect execution, and rapid time to value.
• Oversee the end-to-end CRM lifecycle and ensure activation of fit-for-purpose CRM capabilities for optimized field engagement, task management, target management, integrations, etc.
• Oversee the US Commercial CRM migration in collaboration with Information Technology team (DTE), ensuring excellence in planning, execution, and change management.
• Implement and enforce project management standards for the CRM Field Technology team ensuring repeatable and consistent delivery of high-quality outcomes on business priorities.
• Ensure CRM functionality is aligned with business unit goals to maximize impact across sales and marketing.
• Collaborate with cross-functional teams, including field operations (IC/Sales Planning, Field Analytics), Sales, and Marketing to ensure seamless integration of CRM strategies across departments.
• Oversee optimized CRM pull through of IC and sales planning processes, field analytics, sampling, spend transparency, and consent management, bringing experience in how to optimally operationalize each of these domains.
• Represent the value of the CRM system within the organization to leadership teams and govern the process to address stakeholder concerns related to CRM systems or processes ensuring strategic, permanent, and scalable solutions are achieved.
• Establish SOPs and structured team processes to support execution, user support, and operational excellence.
• Lead and develop a high-performing CRM Field Technology team, fostering a culture of accountability, quality, collaboration, operational excellence, and continuous improvement.
• Guide team prioritization, resource allocation, clear roles/responsibilities, and workload management/sustainability, mentoring and developing a high performing team equipped with clear processes and efficiency tools.

Knowledge and Skills:

• Deep experience implementing and running technology adoption and optimization across Commercial systems, specifically for CRM
• Experience managing vendors, contingent workers, & budgets
• Deep knowledge of business processes and operations within a commercial biopharma environment
• Exceptional stakeholder management, communication, problem-solving, and presentation skills
• Strategic, enterprise mindset with a strong ability to discern priorities and guide teams with operational excellence
• Ability to work independently and navigate ambiguity at a very rapid pace across various levels of an organization

Education and Experience:

• 15+ years in life sciences
• 8+ years of direct experience managing Veeva CRM and directly supporting field teams
• 8+ years of technology-related project management experience
• 5+ years managing a team of 3+ direct reports

At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.

Pay Range:

$185,900 - $278,900

Disclosure Statement:

Flex Designation:

Hybrid-Eligible Or On-Site Eligible

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as: 
1.    Hybrid: work remotely up to two days per week; or select
2.    On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time. 

#LI-Hybrid
 

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com