CRM Business Director

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, scalable and secure customer, member, partner and sales operations.

This role will define and maintain the Salesforce platform roadmap, align on CRM business needs across functions, prioritize enhancements, and partner with technical teams to deliver solutions that improve user experience, data quality, reporting, workflow efficiency and 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, process standardization and adoption of CRM best practices. This role ensures Salesforce remains trusted, governed and aligned to ISC2 ’s strategic objectives.

**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 UAT to enable release readiness and value realization.

- Partner with Sales, Marketing, Member Services, Finance, Data, PMO, IT, Security and other stakeholders to define CRM capabilities that support business strategy and operational excellence.

- Translate business objectives into clear requirements, user stories, process flows, acceptance criteria and success measures for Salesforce configuration, integration, reporting and user experience improvements.

- Serve as the primary business decision-maker for CRM scope, prioritization and tradeoffs, balancing stakeholder needs, technical feasibility, risk, compliance and expected business value.

- Own business decision rights for CRM changes, including intake, prioritization, approval of requirements, adoption expectations and post-release validation.

- Partner with Salesforce administrators, architects, developers, business analysts and implementation partners to ensure solutions are scalable, secure, maintainable and aligned to platform standards.

- Define and govern functional profiles, roles, permissions, data visibility requirements and business rules in partnership with IT, Information Security and data governance stakeholders.

- Support data integrity across sales and related teams by establishing ownership expectations, data standards, validation needs, quality monitoring and remediation priorities.

- Drive CRM adoption through stakeholder engagement, change readiness, training input, communications, user feedback loops and adoption metrics.

- Partner with the PMO and IT function