Associate Director, Patient Support Services - CRM Business Lead

Sanofi; Cambridge (MA); On-site; USD 140,000 - 180,000; Full time

Job summary

Sanofi is seeking an Associate Director, Patient Support Services – CRM Business Lead to spearhead the CRM strategy and roadmap for PSS, guiding Salesforce Health Cloud initiatives and collaborating across PSS and Digital teams in Cambridge, MA.

The role requires strong leadership, data analytics, and vendor management to deliver customer-focused capabilities, with a focus on improving patient journeys and outcomes under a fast-paced, matrix environment.

Qualifications

• Bachelor's degree required.
• 5+ years building CRM solutions or working in healthcare.
• Experience with Salesforce Health Cloud is a plus.
• Strong leadership and communication and analytical skills.

Responsibilities

• Develop and own the CRM roadmap for PSS, aligning with business goals.
• Collaborate with PSS and Digital teams to prioritize capabilities and enhancements.
• Document and promote best practices for standardized processes across programs.
• Contribute to design, build, and testing of CRM initiatives, including user stories and UAT scripts.
• Support data management strategy in integration and migration activities.
• Partner with training teams to design structured programs for business users.
• Quantify CRM impact on current and future pipeline and outcomes.
• Develop deep knowledge of patient journeys and platforms used by patients and providers.
• Conduct market research and CRM benchmarking to align with strategic priorities.
• Coordinate with internal/external teams to troubleshoot issues.

Skills

CRM strategy

Cross-functional leadership

Salesforce Health Cloud

Data analysis

Vendor management

Education

Bachelor's degree

Tools

Salesforce Health Cloud

Job description

Job title: Associate Director, Patient Support Services - CRM Business Lead

• Location: Cambridge, MA

About the Job:

The Associate Director, Patient Support Services – CRM Business Lead is part of the Platform Solutions Team responsible for the strategic direction and roadmap of our core platforms that support our patients and provider services offered through Patient Support Services (PSS). In this role, the Associate Director will be a Subject Matter Expert (SME) in the patient journey driving operational excellence, business value, and outcomes. They will own the strategic roadmap and the prioritization of capabilities and enhancements working cross-functionally with the PSS and Digital Teams.

The candidate must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at managing multiple matrix teams, including external vendors. The position will report to the Sr. Director, Platform Solutions and is based in Cambridge, MA.

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

• Build and maintain the CRM roadmap for the PSS organization by assessing and prioritizing new capabilities/ enhancements that drive business value and outcomes.


• Actively engage with key stakeholders to understand priorities, gather requirements, and ensure solutions are effectively designed and meeting business needs.


• Develop and document best practices to support standardization and harmonization of business processes across PSS Programs.


• Participate in the design, build, and implementation of any/all related CRM initiatives including writing user stories, participating in grooming sessions, sprint planning, and executing UAT scripts.


• Support PSS data management strategy in the design, integration, and migration activities.


• Partner with the training teams to design and implement cohesive and structured training programs to support our business users.


• Identify, measure, and present the current/future impact of the CRM on current and future pipeline


• Develop deep knowledge of the patient journey, platforms, and systems used to support our patients and providers.


• Perform market research and CRM benchmarking activities to ensure solutions align with Play to Win strategy.


• Work with our internal and/or external teams to support and or troubleshoot issues as needed.

About You:

Qualifications:

• Bachelor's degree.


• 5+ years of experience building CRM solutions or working within PSS or other bio-pharmaceutical or healthcare experience.


• Strong leadership and analytical skills, ability to deliver on project objectives on time and within budget.


• Experience with Salesforce Health Cloud and ecosystems with certification is a plus.

Preferences:

• Proven ability to lead and influence teams without direct authority.


• Highly self-directed; proactively and independently work issues and manage projects with minimal direction.


• Proven ability to communicate and present effectively to senior leaders, cross-functional and cross-organizational teams in a matrix environment.

Why Choose Us?

• Make your work count by supporting a company that brings life-changing treatments to millions — and is committed to doing right by patients, communities, and the planet.


• Drive Progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.


• Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.


• Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions.


• Advance your career through stretch roles, cross-functional moves, and development opportunities designed to match your ambition.


• Thrive in inclusive, high-performing teams where every role matters and every voice helps shape what’s next.

Sanofi US Services and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.