Director, Patient Support Services (PSS) - Platform Solutions

Sanofi; Cambridge (MA); On-site; USD 180,000 - 240,000; Full time

Job summary

Sanofi Cambridge, MA is seeking a Director of Patient Support Services Platform Solutions to lead strategic and tactical efforts across CRM and Events Platforms, driving patient experience improvements and operational excellence.

The role reports to the Sr. Director, Platform Solutions, and requires matrix collaboration with multiple therapeutic areas and stakeholders to scale capabilities and deliver measurable impact.

Qualifications

• Bachelor’s degree in a related field or higher.
• 10+ years building CRM solutions or PSS experience.
• Strong leadership and analytical skills; on-time, on-budget delivery.
• Experience with Salesforce Health Cloud; certifications a plus.

Responsibilities

• Provide strategic analysis and planning; manage multiple internal customer demands.
• Develop and deliver trainings, train subject matter experts as trainers.
• Create a Strategic Training plan for new hires, business users, and SMEs.
• Establish metrics to track value and impact of training initiatives.
• Identify opportunities to improve training outreach across functions.
• Support enhancements for Events Platform capabilities.
• Champion continuous improvement across teams.
• Collaborate with internal/external teams to troubleshoot issues.
• Maintain relationships with key digital stakeholders and tech partners.

Education

Bachelor’s degree or higher

10+ years CRM experience

Leadership & analytics

Stakeholder communication

Tools

Salesforce Health Cloud

Job description

Job title: Director Patient Support Services Platform Solutions

Location: Cambridge, MA

About The Job

The Director, Patient Support Services Platform Solutions will provide both strategic and tactical leadership across Therapeutic Areas with a focus on programs that will optimize the patient experience, improve the productivity and efficiencies of our teams, scale existing capabilities, and drive operational excellence. Responsibility will span all applicable technology platforms including, but not limited to our CRM and Events Platforms.

The candidate must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at working in a matrix environment handling multiple projects with multiple deadlines and stakeholders. The position will report to the Sr. Director, Platform Solutions and is based in Cambridge, MA.

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.

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

• Providing a high level of strategic analysis and planning with the ability to work with and manage demands and expectations from multiple internal customers
• Developing and delivering trainings both face-to-face and virtual; training subject matter experts who will serve as trainers
• Develop Strategic Training plan that provides a consistent experience across TAs for new hires, business users, and SMEs.
• Establish and implement key metrics to track and communication level of value and impact of training initiatives.
• Assessing activities across functions and identifying opportunities for improved training outreach to the business including communication strategy
• Support the enhancement and new capabilities process for Events Platform.
• Act as a champion of continuous improvement
• Work with our internal and/or external teams to support and or troubleshoot issues as needed.
• Develop and maintain relationships with key digital stakeholders and technology partners.

Qualifications

About You

• Completion of a bachelor’s degree (or higher) or another closely related field.
• 10 or more years of experience building CRM solutions or working within PSS or other bio-pharmaceutical experience.
• Strong leadership and analytical skills, ability to deliver on project objectives on time and within budget.
• Experience with Salesforce Health Cloud and ecosystems – Certifications 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

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness program

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.