Director, CRM

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues, and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we're transforming the meetings and events industry through innovative technology that powers the human connection.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship – a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

We are seeking a strategic and results-driven Director of CRM with 17+ years of overall experience, including 10–15 years of deep expertise in the Salesforce ecosystem. The ideal candidate is a Salesforce expert with hands-on experience in Salesforce CPQ, Sales Cloud, Service Cloud, and Experience Cloud, and a proven track record of delivering scalable, high-impact CRM solutions.

As Director, CRM, you will lead the end-to-end Salesforce development lifecycle, oversee multiple orgs, and manage strategic initiatives such as M&A integrations, customer-facing Experience Cloud sites, and cross-system data synchronization. You'll implement modern DevOps practices, and align platform capabilities with evolving business needs.

We're looking for a visionary leader who can bridge technical depth with strategic insight, build strong stakeholder relationships, and drive continuous improvement across our CRM ecosystem.

**** We are open to considering candidates for our Bengaluru location as well, so please feel free to apply regardless of your preferred location.

Salesforce Proficiency:

• Expertise in Salesforce CPQ, Sales Cloud, Service Cloud, and Experience Cloud.
• Deep understanding of Salesforce architecture, security model, configuration, and customization.
• Hands-on experience with Apex, Visualforce, Lightning Web Components, and other Salesforce technologies.
• Proven ability to design, develop, and implement complex Salesforce solutions.
• Evaluate new Salesforce products and services to identify opportunities for improvement.
• Expertise in systematically automating quality assurance within Salesforce, including APEX test classes and code coverage.

Salesforce DevOps:

• Experience with release management and sandbox management in Salesforce.
• Oversee the entire Salesforce development lifecycle, from requirements gathering to deployment.
• Implement robust DevOps practices, including continuous integration and continuous delivery (CI/CD).
• Manage code quality, testing, and deployment processes.
• Collaborate with cross-functional teams to ensure smooth releases and minimize downtime.

Team Management:

• History of managing development and engineering teams.
• Proven ability to manage a mix of full-time employees (FTE) and contractors effectively.
• Develop and execute a long-term Salesforce strategy aligned with the organization's business objectives.
• Foster a collaborative and innovative team culture.
• Establish key performance indicators (KPIs) to measure team performance.
• Track and analyze metrics to identify areas for improvement.

Technical Experience:

• Extensive experience (10-15 years) in the Salesforce ecosystem.
• Experience running multiple Salesforce orgs' lifecycles across one or more past job experiences.
• Experience with customer-facing Experience Cloud websites.
• Experience managing the lifecycle of applications outside of Salesforce, such as FinForce.
• Lead Salesforce-related activities during M&A processes, including due diligence, data migration, system integration, and user training.
• Ensure seamless data flow and synchronization between Salesforce and other systems.

Communication:

• Proven ability to build relationships with executives and stakeholders, ensuring alignment with business objectives and effective communication across teams.
• Business-facing experience, including prior experience as a project manager or business analyst, focusing on business communication and stakeholder engagement.
• Strong ability to translate health metrics into actionable recommendations, showcasing the impact of data analysis on strategic decisions.
• Effectively communicate technical concepts to non-technical audiences.
• Manage expectations and deliver on commitments, while proactively identify and address potential issues and risks.
• Present regular updates on Salesforce initiatives and their impact on business goals.
• Create a roadmap for Salesforce adoption and modernization.