Director, IT Sales CRM (Salesforce)

Director, IT Sales CRM (Salesforce) is a key member of the IT Digital leadership team within the Business Systems pillar. This role is responsible for the strategy, delivery, modernization, and operational excellence of IDEXX’s commercial technology portfolio supporting Sales, including Salesforce (Sales and Service Cloud), CPQ and pricing tools, sales enablement and territory management systems, and the commercial data and integration layer that connects them to the enterprise. This role excludes core intra-enterprise platforms such as SAP ERP and Reference Lab IT systems.

This role partners directly with Commercial leadership, Global Sales, Marketing, Commercial Operations, and Revenue Operations, to translate go-to-market priorities into a coherent technology roadmap and to deliver measurable commercial outcomes.

The Director will champion disciplined delivery management, platform stability, and continuous modernization, ensuring commercial systems are scalable, secure, well governed, and rich in usable customer and pipeline data. This is a hands-on leadership role that balances near-term commercial demand with the architectural and data discipline needed to scale.

Responsibilities:

Director, IT Sales CRM (Salesforce) Strategy & Roadmap

• Translate Sales priorities into an actionable commercial systems strategy and a rolling multi-year roadmap across CRM, marketing, and sales enablement platforms.
• Partner with Global Sales, Marketing, and Commercial Operations leaders to ensure technology investments directly enable pipeline growth, sales productivity, and customer retention.
• Align commercial application architecture, integration patterns, and data flows with enterprise standards and long-term modernization objectives, in partnership with Enterprise Architecture.
• Own the commercial application portfolio, driving rationalization, license optimization, and reduction of technical debt and shadow IT.

Technical Delivery Management

• Establish delivery governance across commercial application programs, releases, and enhancement.
• Lead cross-functional initiatives spanning Lead-to-Order, quote and pricing, campaign-to-lead, customer service, and commercial reporting.
• Drive predictable execution through disciplined planning, risk management, release management, and measurable value realization, working within the IT PMO governance framework.
• Balance speed of delivery with architectural integrity, cybersecurity, privacy, and legal compliance.
• Manage external system integrators and SaaS vendors, holding partners accountable to scope, quality, and commercial terms.

Cross-Functional Stakeholder Partnership

• Serve as the trusted primary IT partner to Commercial executives and functional leaders across regions.
• Ensure co-ownership of outcomes between IT and commercial stakeholders, including shared accountability for adoption and process change.
• Translate complex technical concepts into clear business impact narratives for executive audiences.
• Facilitate prioritization trade-offs so investment aligns with commercial KPIs, regional needs, and financial targets.

Commercial Data, Insight & Automation

• Ensure the integrity, governance, and usability of customer, account, territory, and pipeline data across commercial systems.
• Partner with Data Engineering and the AI Program to deliver analytics, forecasting, and AI-enabled capabilities that improve commercial decision-making and seller productivity.
• Deliver automation opportunities across commercial workflows, reducing manual effort and cycle time.

Operational Excellence & Service Reliability

• Own the production support model, SLAs, and application performance metrics for the commercial.
• Ensure ITIL-aligned service management processes, incident management discipline, and continuous improvement practices.
• Strengthen system observability, monitoring, release readiness, and proactive risk mitigation across commercial platforms.
• Drive user adoption, training, and enablement in partnership with Commercial Operations, treating adoption as a delivery outcome rather than a hand-off.

Organization & Talent Leadership

• Recruit, develop, and lead a high-performing commercial systems team, including platform owners, functional analysts, solution and integration architects, and delivery leads.
• Build a culture of accountability, technical rigor, and business partnership.
• Foster a mindset of continuous modernization, automation, and process optimization across the team.
• Manage the commercial systems capital and operating budget, including SaaS subscriptions and vendor spend, in partnership with Finance.

Governance, Risk & Compliance

• Ensure commercial applications meet regulatory, data privacy, financial control, and cybersecurity requirements across global markets.
• Partner with Internal Audit, Risk, Security, Legal, and Privacy teams to maintain compliance, including GDPR and comparable regional regulations.
• Maintain strong change control governance across revenue-critical systems.

Required Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Business, Engineering, or related field.
• 12+ years of progressive enterprise IT experience, including deep hands-on leadership of Salesforce and commercial application ecosystems.
• 7+ years of leadership experience managing global, cross-functional technical teams in matrixed environments.
• Demonstrated experience leading Salesforce CRM and marketing platform implementations, migrations, or large-scale modernization programs.
• Strong expertise across Lead-to-Order, quote and pricing (CPQ), campaign management, and digital marketing systems.
• Working knowledge of marketing automation systems, sales enablement, and customer data platforms, and of how commercial systems integrate with ERP.
• Proven track record aligning commercial IT investments with measurable revenue and productivity outcomes.
• Strong background in enterprise integrations including APIs, middleware, and event-driven architectures.
• Experience integrating AI, automation, or advanced analytics into commercial workflows.
• Experience driving application portfolio rationalization and technical debt reduction.
• Strong executive communication skills, with the ability to articulate technology strategy, delivery status, trade-offs, and business impact to senior leadership.
• Experience operating in regulated, global environments such as manufacturing, diagnostics, biotech, or life sciences preferred.
• Salesforce certifications and Agile/SAFe or PMP credentials preferred.

Leadership Competencies (IDEXX Business Leader Framework):

In alignment with IDEXX’s Business Leader Competency Profile, success in this role will draw heavily on the following differentiating competencies:

• Customer Focus – builds strong relationships with commercial stakeholders and delivers solutions grounded in seller and customer needs.
• Business Insight – applies understanding of go-to-market strategy and commercial economics to shape technology priorities.
• Manages Complexity – makes sense of complex, high-volume commercial demand and system interdependencies to define clear direction.
• Balances Stakeholders – anticipates and balances competing needs across regions, sales, and marketing.
• Drives Results – delivers committed commercial outcomes consistently, even under shifting priorities.
• Builds Effective Teams – builds and leads a strong, accountable commercial systems organization.

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.

EEO Statement

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws