Commercial Systems Program Manager (f/m/d)

At IDnow, we believe innovation is finding solutions to problems that don't yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.

Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.

We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.

The Commercial Systems Program Manager leads the strategic coordination, integration, and continuous improvement of all commercial technology platforms—including Salesforce (Sales, Service, Billing), HubSpot, activity capture tools, product/pricing modules, and additional commercial systems. This role is responsible for aligning system enhancements and integrations (including AI-driven tools and extensions) with business priorities, balancing urgent business needs with technical debt management, and ensuring seamless collaboration across Commercial, Finance, Product, and other stakeholder teams. The Program Manager also leads the system administration team (Salesforce and HubSpot admins), driving operational excellence and innovation in the commercial technology stack.

Key Responsibilities

• Program Leadership & Cross-Functional Coordination: Oversee the portfolio of commercial systems, ensuring alignment with strategic business objectives and seamless integration across Sales, Customer Success, Marketing, Finance (Billing), and Product (Pricing/Product List).
• Team Leadership: Manage and mentor the Salesforce and HubSpot system administrators, fostering a collaborative, high-performance team environment.
• Prioritization & Governance: Develop and maintain a transparent prioritization framework that weighs business urgency against technical debt and platform stability; facilitate regular stakeholder meetings to review and adjust priorities as needed.
• Tool Integration & Innovation: Lead the evaluation, selection, and integration of new commercial tools—including AI-driven solutions and activity capture platforms—into the existing ecosystem, ensuring scalability and data integrity.
• Rollout & Change Management: Oversee planning, execution, and tracking of system rollouts, enhancements, and bug fixes; ensure effective change management and user adoption across all commercial tools.
• Operational Oversight: Ensure the smooth day-to-day operation of all commercial systems, including basic system administration tasks, user management, and support for minor technical issues.
• Management & Stakeholder Reporting: Act as the central point of communication for management and all stakeholders—including those outside the commercial team—by providing regular, clear, and actionable updates on ongoing tasks, priorities, rollout plans for larger projects, and capacity constraints. Ensure that all relevant parties are always informed and aligned, enabling proactive decision-making and resource planning.
• Reporting & Analytics: Prepare and deliver regular updates, dashboards, and executive summaries on system performance, project status, risks, and outcomes to the VP Commercial Operations and other senior stakeholders.
• Process Documentation & Compliance: Maintain up-to-date documentation of processes, workflows, integrations, and key decisions; ensure compliance with relevant policies and regulations.
• Continuous Improvement: Identify opportunities for process optimization, system enhancements, and adoption of emerging technologies to drive commercial effectiveness and efficiency.

Qualifications

• Bachelor’s or Master’s degree in Business, Information Systems, or a related field (or equivalent experience).
• Proven experience as a program manager, systems manager, or similar leadership role overseeing multiple commercial/business platforms.
• Demonstrated success in cross-functional stakeholder management and balancing competing priorities.
• Hands-on experience with Salesforce and HubSpot, including basic system administration; experience with additional commercial tools (billing, activity capture, product/pricing modules) is a strong plus.
• Experience integrating and managing AI-driven tools or extensions in a business environment.
• Strong leadership, communication, and facilitation skills.
• Analytical mindset with the ability to synthesize complex information for strategic decision-making.
• Familiarity with change management, agile methodologies, and process documentation.

Preferred Skills

• Experience in B2B SaaS or complex commercial environments.
• Prior team leadership or people management experience.
• Familiarity with data privacy, compliance, and security best practices.

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.

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