Technical Lead CRM

UCB Inc.; Atlanta (GA); On-site; USD 125,600 - 164,900; Full time

Job summary

UCB Inc. in Atlanta, GA seeks a CRM Technical Lead to partner with Digital Technology on Salesforce Health Cloud and patient support technologies. This hybrid role requires 40% on-site presence and travel.

You will translate business needs into scalable CRM solutions, lead projects, manage integrations with healthcare systems, ensure HIPAA compliance, and guide vendors and internal teams to enhance the patient journey across the U.S.

Qualifications

• 7+ years implementing Salesforce Health Cloud or Service Cloud.
• 3+ years in Life Sciences or Healthcare.
• Experience integrating third-party healthcare systems.
• Knowledge of HIPAA, data privacy, regulated environments.
• Strong stakeholder management and leadership.

Responsibilities

• Lead CRM projects and manage system integrations across healthcare partners.
• Translate business needs into scalable Salesforce Health Cloud solutions.
• Oversee deployments, testing, validation, and support.
• Ensure compliance with HIPAA and CSV/21 CFR Part 11.
• Partner with internal and external stakeholders to improve patient experience.

Skills

Salesforce Health Cloud

CRM integrations

Stakeholder management

Project leadership

Healthcare industry experience

Regulatory compliance

Cloud technology

Education

Bachelor's degree

Tools

Salesforce Health Cloud

Job description

Make your mark for patients

We are looking for a CRM Technical Lead who is collaborative, solutions-oriented, and passionate about leveraging technology to improve the patient experience to join our Digital Technology team, based at our U.S. headquarters in Atlanta, Georgia. This hybrid role requires a minimum of 40% on-site presence and 5-10% domestic and international travel.

About the Role

You will serve as the technical and business partner for UCB's patient-facing CRM ecosystem, with a primary focus on Salesforce Health Cloud and related patient support technologies. Reporting to the Head of Digital Technology Omnichannel & Patient Support, this role is responsible for translating business needs into scalable technology solutions that enhance the patient journey across the U.S. market. The position leads CRM projects, manages integrations with healthcare and third-party systems, oversees system support and vendor partners, and ensures compliance with healthcare regulations such as HIPAA and computerized system validation requirements. Success in this role comes from combining technical expertise, partnership, and a commitment to delivering meaningful outcomes for patients through innovative and scalable technology solutions.

Who you'll work with

Internally, you will work closely with the Head of DT Omnichannel & Patient Support, Patient Value Units (PVUs), Insights to Impact (I2I), Market Access and Pricing (MAP) and Patient Support Program teams, Commercial and Omnichannel organizations, Digital Technology delivery teams, Data & Analytics teams, and Legal, Compliance, Privacy, Security, and Quality stakeholders to deliver and support patient-focused CRM capabilities across the U.S. market.

Externally, you will partner with Salesforce and Salesforce Health Cloud consultants, managed service providers (onshore, nearshore, and offshore), patient support and hub service vendors, EHR and healthcare technology providers, system integration partners, healthcare providers, payers, and other third-party organizations that support patient services, engagement, and data integration throughout the patient journey.

What you'll do

• Lead and support Salesforce Health Cloud and patient CRM solutions that enable Patient Support Programs across the U.S.
• Partner with business stakeholders to gather requirements and translate patient support needs into scalable technology solutions.
• Serve as the subject matter expert for CRM technologies, integrations, and patient engagement platforms.
• Manage end-to-end project delivery, from requirements and design through testing, deployment, and ongoing support.
• Oversee system integrations with healthcare, patient support, and third-party vendor platforms.
• Collaborate with internal teams and external partners to improve processes, enhance patient experience, and drive business value.
• Lead managed service providers and technical resources to ensure high-quality support and delivery.
• Ensure system reliability, performance, compliance, and adherence to service level agreements (SLAs).
• Support system enhancements, upgrades, validation activities, and issue resolution across the software development lifecycle.
• Identify opportunities to leverage technology, data, and automation to improve patient services and operational efficiency.

Minimum Qualifications

• Bachelor's degree
• 7+ years of experience implementing, supporting, and administering Salesforce Health Cloud (preferred) or Salesforce Service Cloud solutions.
• 3+ years of experience within the Life Sciences or Healthcare industry.
• Experience supporting patient services technologies and patient support programs.
• Experience managing system integrations with third-party platforms and healthcare-related systems.
• Working knowledge of HIPAA, data privacy, and regulated healthcare environments.
• Strong stakeholder management, problem-solving, and project leadership skills.

Preferred Experience / Skills

• Salesforce Health Cloud Administrator, Consultant, Architect, or related Salesforce certifications.
• Hands‑on experience supporting Patient Support Programs (PSPs) using Salesforce Health Cloud.
• Deep understanding of patient journeys, care coordination, and patient engagement technologies.
• Experience integrating Salesforce with EHRs, healthcare data platforms, and other systems of record.
• Knowledge of healthcare and life sciences data models and patient data ecosystems.
• Experience managing global vendor partners, managed service providers, and offshore delivery teams.
• Knowledge of omnichannel engagement platforms and commercial patient services technologies.
• Proven ability to drive process improvements, automation, and data‑driven solutions that enhance the patient experience.
• Experience with Computerized System Validation (CSV), SDLC processes, and 21 CFR Part 11 compliance.

The reasonably anticipated salary range for this position is $125,600-$164,900 per year. The actual salary offered will take into account related knowledge, skills, experience and location among other factors and may fall outside the expected range.

Are you ready to 'go beyond' to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable federal, state, or local law. UCB invites you to voluntarily self-identify during the application process. Provision of self-identification information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your application for employment, your employment with UCB, or otherwise subject you to any adverse treatment. Any information you provide will be considered confidential and will be kept separate from your application and/or personnel file and will only be used in accordance with applicable laws, orders, and regulations.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [e-mail] for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.