CRM Strategy Lead — Patient Support Services

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

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.