Senior IT Business Relationship Manager - Commercial

Job Summary

Cristcot is seeking an experienced Senior IT Business Relationship Manager – Commercial to serve as the primary IT partner for the Commercial and Medical Affairs organizations. This role will drive alignment between business strategy and technology capabilities, enabling effective commercialization and operational excellence through the planning, delivery, governance, and continuous improvement of Commercial technology solutions.

The role will have immediate responsibility for supporting Salesforce Life Sciences Cloud capabilities across Sales, Marketing, and Medical functions, as well as overseeing integrations and related business applications.

The successful candidate will combine strong business relationship management, technology delivery, vendor management, and regulated life sciences experience. This individual must be able to operate effectively in a growing organization that relies on external partners and service providers to support commercialization and business operations.

Primary Relationships

• Within Cristcot:  The Senior IT Business Relationship Manager will collaborate closely with, Commercial leadership, Sales, Marketing, Medical Affairs. Regulatory Affairs, Quality Assurance, Legal and Compliance, Finance, Data and Analytics, and Information Technology.
• Outside Cristcot: The Senior IT Business Relationship Manager will engage with commercialization and business service partners, software vendors, implementation and integration partners, consultants, managed service providers

Primary Job Responsibilities

The Senior IT Business Relationship Manager – Commercial will serve as the primary IT partner to Commercial and Medical Affairs, aligning business needs with technology solutions and managing the Commercial application portfolio and roadmap. The role will oversee the delivery, integration, and optimization of Salesforce Life Sciences Cloud and related platforms, support the transition to Veeva PromoMats, and lead cross-functional initiatives with internal teams and external partners. This individual will ensure systems are compliant, secure, and aligned with business priorities while driving user adoption, process improvement, and effective technology governance.

The activities of the Senior IT Business Relationship Manager – Commercial will include, but are not limited to:

Business Relationship Management

• Serve as the primary IT relationship manager for Commercial and Medical Affairs.
• Develop a strong understanding of business strategies, operational processes, product launch priorities, and technology needs.
• Translate business objectives and requirements into practical, scalable, and supportable technology solutions.
• Develop and maintain the Commercial technology roadmap in alignment with organizational priorities.
• Provide technology recommendations that improve business performance, user experience, compliance, and operational efficiency.

Commercial Platforms and Applications

• Provide IT oversight for Salesforce Life Sciences Cloud capabilities supporting Sales, Marketing, and Medical functions.
• Coordinate enhancements, integrations, releases, support activities, and platform optimization.
• Support the current promotional materials review and approval platform and associated business processes.
• Partner with Commercial, Medical, Regulatory, Quality, and Legal stakeholders to prepare for and lead the future migration to Veeva PromoMats.
• Ensure Commercial platforms are integrated appropriately with data, analytics, content, identity, and other enterprise systems.

Project and Portfolio Leadership

• Lead Commercial technology initiatives from business case development and requirements definition through implementation, validation, deployment, and support.
• Prioritize initiatives based on business value, risk, regulatory requirements, resource availability, and launch timelines.
• Develop project plans, budgets, resource requirements, status reporting, and risk mitigation strategies.
• Coordinate cross-functional business, IT, vendor, and partner resources.
• Provide clear project and portfolio updates to business and IT leadership.

Vendor and Partner Management

• Manage relationships with software vendors, implementation partners, consultants, and managed service providers.
• Establish clear roles, responsibilities, service expectations, escalation paths, and delivery standards.
• Monitor vendor performance, project deliverables, budgets, timelines, and service levels.
• Coordinate issue resolution and escalation across internal and external teams.
• Ensure externally delivered solutions align with Cristcot architecture, security, compliance, and support requirements.

Governance, Compliance, and Documentation

• Partner with Quality Assurance, Regulatory, Legal, Compliance, and business stakeholders to ensure Commercial systems meet applicable regulatory and company requirements.
• Support computer system validation and assurance activities where required.
• Participate in change control, release management, incident management, risk management, access management, and periodic system review processes.
• Maintain appropriate system documentation, procedures, work instructions, business requirements, test evidence, and support materials.
• Ensure systems and data are managed in accordance with applicable privacy, security, data integrity, records retention, and electronic records requirements.

Adoption, Support, and Continuous Improvement

• Serve as the primary IT escalation point for Commercial and Medical Affairs application issues.
• Coordinate user acceptance testing, training, communications, and change management.
• Monitor user feedback, system performance, support trends, and adoption.
• Identify opportunities to simplify processes, improve data quality, reduce manual work, and enhance platform value.
• Support reporting, dashboards, analytics, and data-driven decision-making across Commercial and Medical Affairs.

Skills and Qualifications:

• Bachelor's degree in information technology, Computer Science, Information Systems, Business, or related discipline.
• 12+ years of experience supporting Commercial, Medical Affairs, or related functions within the pharmaceutical, biotechnology, or life sciences industry.
• Experience serving as an IT Business Relationship Manager, IT Business Partner, Product Owner, or similar business-facing technology role.
• Equivalent combinations of education, training, and relevant professional experience will also be considered. Candidates without a Bachelor's degree may qualify with a minimum of 15+ years of progressive experience in pharmaceutical and/or biotechnology information technology, business relationship management, or related disciplines demonstrating comparable knowledge and expertise.
• Strong understanding of pharmaceutical Commercial, Medical, Marketing, Sales, promotional review, and product launch processes.
• Experience implementing, supporting, or governing Salesforce CRM platforms; experience with Salesforce Life Sciences Cloud is strongly preferred.
• Experience with promotional materials review and approval platforms, preferably Veeva PromoMats, Vodori, or similar solutions.
• Demonstrated experience leading enterprise application implementations, integrations, enhancements, and platform migrations.
• Experience working with external commercialization partners, software vendors, consultants, and managed service providers.
• Knowledge of regulated life sciences requirements, including GxP, computer system validation, electronic records, data integrity, privacy, and security.
• Strong project management, vendor management, stakeholder engagement, communication, and change management skills.
• Ability to manage multiple priorities and operate effectively in a fast-paced, growing organization.
• Experience supporting pharmaceutical product launches is strongly preferred.
• Ability to travel 10-15%.