CRM Strategy Lead — Patient Support Services

Biopharma Careers; Cambridge (MA); On-site; USD 149,000 - 215,000; Full time

Job summary

Sanofi US Services in Cambridge, MA is seeking an Associate Director, Patient Support Services - CRM Business Lead to own the strategic CRM roadmap for PSS and drive cross-functional. You will work with PSS and Digital teams to implement capabilities that enhance patient and provider outcomes.

The role requires 5+ years in CRM solutions within bio-pharma/healthcare, leadership strength, and Salesforce Health Cloud experience (certification a plus).

Qualifications

• Bachelor’s degree.
• 5+ years of experience building CRM solutions or working in bio-pharma/healthcare.
• Strong leadership and analytical skills with ability to deliver on objectives on time and within budget.
• Experience with Salesforce Health Cloud and related ecosystems; certification is a plus.

Responsibilities

• Build and maintain the CRM roadmap for PSS by prioritizing capabilities that drive business value and outcomes.
• Engage with stakeholders to understand priorities and ensure solutions meet business needs.
• Develop and document best practices for standardizing PSS processes across programs.
• Participate in design, build, and implementation of CRM initiatives including writing user stories and planning sprints.
• Support PSS data management strategy during design, integration, and migration activities.
• Partner with training teams to design cohesive training programs for business users.
• Measure and present CRM impact on current and future pipeline.
• Develop deep knowledge of patient journeys, platforms, and systems used by patients and providers.
• Conduct market research and CRM benchmarking to align with Play to Win strategy.
• Collaborate with internal/external teams to troubleshoot issues as needed.

Skills

CRM solutions

Leadership

Analytical skills

Project delivery

Salesforce Health Cloud

Education

Bachelor’s degree

Tools

Salesforce Health Cloud

Job description

Sanofi US Services in Cambridge, MA is seeking an Associate Director, Patient Support Services - CRM Business Lead to own the strategic CRM roadmap for PSS and drive cross-functional. You will work with PSS and Digital teams to implement capabilities that enhance patient and provider outcomes.

The role requires 5+ years in CRM solutions within bio-pharma/healthcare, leadership strength, and Salesforce Health Cloud experience (certification a plus).