Sr Director, CRM

Job ID
Information Technology - All Openings
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

The Nuance Global IT team is focused on supporting the company and employees with technical solutions and expertise that help the business run more efficiently, ensure security and data privacy, and support new IT infrastructure initiatives that drive innovation. Our team is composed of problem solvers with constant curiosity and different perspectives who love to collaborate to transform and rethink IT.

Job Summary

The role of Sr Director, CRM a key role in the IT Business Systems group at Nuance. This leadership role will be responsible for defining and leading the systems strategy and implementation of the CRM platform, based on Nuance’s (SFDC) foundation.  This individual must be a well-rounded leader who is willing to assume responsibility, be able to work with limited supervision, and manage a team of resources. The right candidate must be disciplined, dynamic and flexible to manage multiple projects, work effectively in a rapidly changing environment and meet ongoing and overlapping deadlines. Candidate must be a self-starter who can communicate effectively at all levels of the organization. In this role, you will lead and be part of a dynamic team whose responsibility is to build and drive the CRM roadmap, expanding the (SFDC) and associated analytics platforms, covering Direct and Channel Sales processes, Marketing, Legal, Technical Support and Professional Services.


  • Establish and execute a systems roadmap for the CRM space, including the following functions: Direct and Channel Sales processes, Marketing, Legal, Technical Support, and Professional Services. Liaise directly with executive leadership across each of the functions and business units to drive prioritized execution against business goals. Deliver business value through focused project deliverables that reflect both business and IT priorities
  • Balance organizational resources (i.e. people, money, hardware, software etc.) to ensure the right investments at the right time to optimize return to the organization
  • Foster an effective organization with growing capabilities and talents needed to deliver the plans of the organization. Leverage industry best practices to fundamentally improve the value equation for delivery of IT capabilities
  • Implement and maintain a strong governance process for the purpose of effectively managing and prioritizing business demand
  • Develop a technology roadmap ensuring linkage to the overall strategic business objectives of the company
  • Apply managerial and operational controls to maximize return on technology and resource investments
  • Active participation as one of the VP Business Systems’ senior staff leaders, influencing all aspects of strategy and operations
  • Develop annual program budgets, ensuring plans for Enterprise Applications are socialized, coordinated and resourced appropriately across IT functions
  • Provide process leadership and management to key initiatives (i.e Continuous improvement)
  • Act as a consultant to the business on the effective use of new or emerging technologies that drive business value
  • Develop staffing plans, recruit and hire employees. Supervise direct, indirect and functional as well as technical reports. Establish individual performance goals, review performance against goals, provide regular and timely coaching. Plan, approve and implement programs for timely development and progress of individuals. Ensure team approach follows departmental and project / PMO standards


Number of Years of Work Experience: 15+ years of increasing information systems management experience in software development, project management and a well-rounded leadership and management background

Required Skills: 

  • Proven experience leading an IT CRM practice, including associated analytics and leading edge technologies to deliver value to the business
  • Proven track record of delivering information technology projects within established project constraints (on-time, on-budget, within scope, high quality)
  • Proven ability to frame and structure problems, projects, and initiatives, and synthesize complex information from a multitude of resources into an achievable and actionable plan 
  • Deep understanding and experience with project management processes and system development methodologies.
  • Demonstrated ability to drive change through an organization through communication, leadership, influencing and leadership skills.
  • Strong business knowledge to grasp the needs of the business in the short, medium and long term – able to define a roadmap for overall project delivery.
  • Proven track record of delivering information technology projects using varied development approaches for internal and externally developed applications as well as packaged applications.
  • Excellent leadership and communications skills required.
  • Executive-level consultation and thought leadership. Demonstrated skills in fact-based analysis, presentation and interpersonal interaction
  • Experience recruiting, managing, inspiring, and developing a high performing and talented team. Experience leading a matrix team consisting of associates, contractors, and vendors with various skills and disciplines
  • Ability to effectively interface with technical (IT) groups as well as business teams and executives, both in person and remotely
  • Self-starter with high energy to meet the needs of a highly demanding business and IT environment
  • Skills include strong business acumen, future-thinking, strategic, accountable, collaborative, and proactive, all complementing strong tactical execution skills 
  • Strong can-do attitude and a high degree of tenacity and drive. High energy, ability to prioritize, desires to work in a results-oriented fast growth environment

Preferred Skills:

  • Software or Services industry background a plus.
  • Experience working with Finance, HR, Sales, Marketing and/or Services Organizations a plus
  • Experience managing BI/Analytics platforms a plus

Education: Bachelor’s Degree in Computer Science, Information Systems, Information Technology, or Business or equivalent. (MS/MBA, a plus)


Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.


Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.


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