Manager, CRM Administration & Support

About Norstella

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.

Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:

• Accelerate the drug development cycle
• Assess competition and bring the right drugs to market
• Make data driven commercial and financial decisions
• Match and recruit patients for clinical trials
• Identify and address barriers to therapies

Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers.By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella’s investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.

Role Overview

The Salesforce Support & Services Manager is responsible for leading the day‑to‑day support and operational management of the Salesforce platform and related commercial applications. This role ensures platform stability, optimises system functionality, and delivers an exceptional support experience for end users. Managing a team of Salesforce Administrators, the manager oversees both day‑to‑day support and configuration activities, driving adherence to best practices, governing change, and anticipating opportunities to enhance business value. Acting as a bridge between business stakeholders, technical delivery teams, and third‑party vendors, this role is critical to the successful operation of Salesforce across the organisation.

Key Responsibilities – Service & Operations Management

• Own the operational support of Salesforce across Sales, Service, Marketing, and other business functions.
• Ensure platform availability, reliability, and performance.
• Ensure high levels of customer satisfaction by monitoring ticket quality, trends, and recurring issues.
• Act as the primary escalation point for complex or business‑critical Salesforce issues.
• Manage the end‑to‑end user provisioning and access management process for Salesforce and all related commercial applications, ensuring appropriate governance and controls.

Key Responsibilities – Salesforce Configuration Management

• Provide oversight of all Salesforce configuration activities performed by the administrator team, ensuring adherence to Salesforce best practices, governance standards, and scalable design principles.
• Ensure the team effectively manages configuration requests—including fields, page layouts, validation rules, flows, reports, dashboards, permission sets, and other declarative components—while maintaining platform stability and data integrity.
• Ensure upcoming Salesforce seasonal releases are proactively monitored, and new features are evaluated to assesses potential opportunities for the organisation.
• Facilitate the identification and recommendation of new Salesforce features, enhancements, or configuration optimisations that could improve the end‑user experience or deliver greater business value.
• Adhere to the process for testing, validating, and deploying configuration changes through appropriate environments, ensuring alignment with change management and release management practices.
• Ensure comprehensive documentation of configuration changes, design decisions, and administrative processes to support auditability, continuity, and ongoing team enablement.
• Promote continuous learning within the team by encouraging ongoing training and staying current with Salesforce platform advancements.

Key Responsibilities – Team Leadership

• Manage and develop the Salesforce support team Set clear objectives, conduct performance reviews, and provide ongoing coaching and mentoring.
• Ensure appropriate resourcing, rota planning, and on‑call coverage where required.
• Foster a culture of continuous improvement, accountability, and customer focus within the support function.

Key Responsibilities – Stakeholder & Vendor Management

• Build relationships with business stakeholders and senior leadership to ensure alignment between support services and business needs.
• Translate business issues and priorities into clear, actionable technical support plans; working with Enablement to adjust training.
• Support third‑party apps, including escalation to their support teams; when upgrades to installed packages are due communicate the package upgrades to the wider team to ensure the change is incorporated into the configuration and release plan.
• Partner closely with Sales Operations and Enablement teams to support broader communication and change adoption.
• Provide regular reporting on service performance, incidents, trends, and improvement initiatives.

AI & Intelligent Automation Enablement

• Proactively identify opportunities to leverage AI and automation to improve the efficiency, quality, and scalability of the Salesforce support function.
• Drive adoption of AI‑enabled capabilities such as intelligent case routing, sentiment analysis, and predictive issue detection.
• Measure and report the impact of AI initiatives on case volumes, resolution times, and overall user experience.
• Upskill the support team on AI tools and promote innovation across support processes.

Skills & Experience Required

• Strong experience providing technical support in a Salesforce production enterprise environment.
• Proven people management and team leadership experience.
• Deep understanding of Salesforce Sales Cloud.
• Strong understanding of Salesforce security, permission structures, and user management.
• Excellent communication skills with the ability to engage both technical and non‑technical stakeholders.
• Salesforce Administrator/Advanced Administrator certifications.
• Excellent troubleshooting skills and a customer‑service mindset.
• Strong organizational skills with the ability to manage multiple priorities.

Desirable Skills

• Experience working within Agile delivery environments.
• Experience with integrations, APIs, and release management.
• Experience using ITSM tools such as Jira or ServiceNow.
• Experience working with ITIL‑based support processes (Incident, Problem, Change).
• Strong understanding of Salesforce Service Cloud

Why Join Us?

• Opportunity to work with a collaborative and high-performing Finance team.
• Exposure to complex and evolving revenue models in a global business.
• Competitive Compensation And Benefits Package.
• Career growth and development opportunities.

Our Guiding Principles for success at Norstella:

1. Bold, Passionate, and Mission-First
2. Integrity, Truth, and Reality
3. Kindness, Empathy, and Grace
4. Resilience, Mettle, and Perseverance
5. Humility, Gratitude, and Learning

Benefits

• Health Insurance
• Provident Fund
• Reimbursement of Certification Expenses
• Gratuity
• 24x7 Health Desk

Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.

Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you come from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.

All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.com.

Key skills/competency

• Salesforce Administration
• CRM Management
• Team Leadership
• Service Operations
• Configuration Management
• Stakeholder Management
• AI Integration
• ITIL Processes
• Release Management
• Salesforce Sales Cloud