ERP/CRM Systems Manager

Role Summary

The ERP/CRM Manager will be responsible for the administration, enhancement, and strategic direction of the ERP and CRM platforms, ensuring they support the company’s operational, financial, and commercial needs while maintaining compliance with GxP, SOX, and other regulatory requirements. They will collaborate with internal teams and external vendors to optimize system capabilities, drive process improvements, ensure data integrity, and oversee validation and qualification efforts. Location: Burlington, MA (in-office Monday–Thursday; remote Fridays).

Responsibilities

• Serve as the primary IT system owner for ERP and CRM platforms and related systems, ensuring system reliability, performance, and compliance.
• Manage system configurations, upgrades, integrations, and user administration alongside internal and external resources.
• Partner with Finance, Supply Chain, Manufacturing, and Commercial Operations to align ERP and CRM capabilities with business needs including meaningful and real time reporting and analytics.
• Lead data integrity, master data management (MDM), and reporting strategies to enhance decision-making.
• Oversee vendor relationships for ERP/CRM support, ensuring SLAs and service quality meet business needs.
• Identify and implement process improvements to enhance operational efficiency, automation, and reporting.
• Collaborate with cross-functional teams to evaluate, develop, and deploy new ERP/CRM features or modules.
• Work closely with business teams to define best practices, standard operating procedures (SOPs), and training programs for ERP/CRM users.
• Ensure ERP and CRM systems comply with SOX, GxP, and 21 CFR Part 11 where applicable.
• Oversee change management, validation, and documentation in alignment with regulatory requirements.
• Manage ERP/CRM-related IT compliance records within the QMS system, including but not limited to Change Control Records (CCRs), deviations and events, SME assessments, and other record types as required.
• Support internal and external audits, ensuring all system-related compliance artifacts are up to date.
• Partner with IT infrastructure, security, and data teams to manage integrations between ERP, CRM, and other enterprise systems.
• Ensure seamless data flow between ERP, CRM, Business Intelligence (BI) tools, and other platforms.
• Serve as the primary point of contact for ERP/CRM users across business functions.
• Work with third-party vendors, MSPs, and implementation partners to ensure system stability, support, and enhancements.
• Monitor vendor performance, licenses, and system costs to align with IT budget constraints.

Qualifications

• Bachelor's degree ideally in engineering or IT related field
• 6–9+ years of direct experience managing ERP and CRM platforms, preferably in the life sciences industry.
• Strong understanding of ERP/CRM system administration, configurations, and best practices.
• Direct experience with MS D365 ERP strongly preferred.
• Experience in SOX compliance, GxP validation, CSA principals, and IT governance for regulated enterprise applications.
• Proven ability to optimize business processes and improve system efficiency alongside various stakeholders.
• Experience with system integrations, master data management, and reporting/analytics.
• Ability to manage vendor relationships, service contracts, and support agreements.
• Strong collaboration and communication skills, with the ability to interact with Finance, Supply Chain, Manufacturing, and Commercial Operations teams.
• Strong project management and communication skills
• Proven ability to manage time effectively and handle multiple conflicting priorities