Overview
Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Inclusion, and Excellence - drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization - an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.
Position Summary
The CRM Business Director will serve as the business-facing owner for ISC2's Salesforce CRM ecosystem, bridging business strategy and technical execution to ensure the platform enables consistent,scalableand secure customer, member,partnerand sales operations.
This role will define andmaintainthe Salesforce platform roadmap,align on CRMbusiness needs across functions,prioritize enhancements, and partner with technical teams to deliver solutions that improve user experience, data quality, reporting, workflowefficiencyand business outcomes.
The incumbent will be accountable for functional alignment across sales and related stakeholder groups, including functional profiles, role-based access needs, data visibility expectations, processstandardizationand adoption of CRM best practices. This role ensures Salesforceremainstrusted,governedand aligned to ISC2's strategicobjectives.
*This position is not available to residents of California.*
Responsibilities
Own the business roadmap for Salesforce CRM, including prioritization of enhancements, backlog management,and coordination of UATto enablerelease readiness and value realization.
Partner with Sales, Marketing, Member Services, Finance, Data,PMO,IT,Securityand other stakeholders to define CRM capabilities that support business strategy and operational excellence.
Translate businessobjectivesinto clear requirements, user stories, process flows, acceptance criteria and success measures for Salesforce configuration, integration,reportingand user experience improvements.
Serve as the primary business decision-maker for CRM scope, prioritization and tradeoffs, balancing stakeholder needs, technical feasibility, risk,complianceand expected business value.
Own business decision rights for CRM changes, including intake, prioritization, approval of requirements, adoptionexpectationsand post-releasevalidation.
Partner with Salesforce administrators, architects, developers, businessanalystsand implementation partners to ensure solutions are scalable, secure,maintainableand aligned to platform standards.
Define and govern functional profiles, roles, permissions, data visibilityrequirementsand business rules in partnership with IT, InformationSecurityand data governance stakeholders.
Support data integrity across sales and related teams byestablishingownership expectations, data standards, validation needs, qualitymonitoringand remediation priorities.
Drive CRM adoption through stakeholder engagement, change readiness, training input, communications, user feedbackloopsand adoption metrics.
Partner with the PMOand IT functions to orchestrateCRM intake and enhancement governance, ensuring requests are evaluated,prioritizedand aligned to enterprise priorities rather than isolated team preferences.
Collaborate on integrations between Salesforce and connected systems, including data flows, process impacts, businessrulesand downstream reporting needs.
Support dashboards, reports and KPIs that provide reliable visibility intopipeline, account activity, relationship management, membership or customer engagement,adoptionand operational performance.
Participate in testing, UAT planning, releasecommunicationsand post-release validation to confirm delivered functionality meets approved business requirements.
Perform according to the following success measures:
Timely delivery of high-value enhancements with well-defined requirements,testingand release readiness.
Improved CRM adoption, usability and stakeholder satisfaction across sales and related business functions.
Higher data quality and confidence in Salesforce reporting,dashboardsand operational metrics.
Clear, prioritized CRM roadmap aligned to enterprise goals and business value.
Reduced process variation, clearerownershipand stronger governance across CRM workflows, accessexpectationsand data standards.
Perform miscellaneous duties, as assigned.
Behavioral Competencies
Strategic and business-oriented, with the ability to connect CRM capabilities to organizationalobjectives, stakeholderoutcomesand measurable value.
Strong communicationskills with the ability to translate between business stakeholders and technical teams clearly,conciselyand credibly.
Collaborative and influential, with the ability to align cross-functional stakeholders around CRM priorities,standardsand decisions.
Highly organized and able to manage competing priorities, backlog items,dependenciesand stakeholder expectations in a structured manner.
Strong analytical mindset, with the ability to interpret data quality issues, reporting needs, processgapsand adoption trends.
Detail-oriented, especially in relation torequirementsquality, data integrity, access considerations, workflowimpactsand release readiness.
Comfortable operating in a governed environment where security, compliance,documentationand stakeholder accountability are important.
Change-oriented and user-focused, with the ability to improve adoption by understanding business needs, user painpointsand operational realities.
Sound judgment and professional presence whenfacilitatingdecisions, resolving ambiguity and escalating risks or tradeoffs.
Qualifications
Strong understanding of SalesforceRevenue CloudcapabilitiesandCRM industry best practices,includingcore objects, user experience, roles/profiles/permission concepts, reporting, dashboards, workflowautomationand release cycles.
Knowledge of CRM data governance practices, including data quality, ownership, standardization, field usage,validationand reporting reliability.
Familiarity with sales operations, pipeline management, account management, customer/member lifecycle processes, relationshipmanagementor revenue operationspreferred.
Proficiencywith reporting and analytics tools such as Salesforce Reports/Dashboards, Power BI,Excelor similar platforms.
Familiarity with Agile, hybrid delivery methods, product ownership practices or project governance frameworks preferred.
Ability to work with implementation partners,vendorsand internal platform teams to support CRM roadmap delivery and operational continuity.
Salesforce Administrator, Salesforce Business Analyst, Salesforce Sales Cloud Consultant, ProductOwneror Agile certification preferred but notrequired.
Education and Work Experience
Bachelor's degree in Business, Information Systems, Sales/Revenue Operations, Marketing, Data Analytics, ProjectManagementora relatedfield.MBA a plus.
8+ years of experience in CRM, Salesforce product ownership, business analysis, sales operations, revenue operations, businesssystemsor rel
