Associate Director, Patient Support Services – Systems Trainer

Role Summary

Associate Director, Patient Support Services – Systems Trainer. Location: Cambridge, MA. Responsible for strategic planning and implementation of all systems training for CRM and Events Platforms within Patient Support Services, including design and delivery of eLearning, live meetings, virtual and on-demand training, and a train-the-trainer model. Collaborates with PSS leadership to evaluate and improve internal training programs and ensures best practices across systems and processes.

Responsibilities

• Planning, designing, and delivering both large and small-scale systems trainings for new hires, business users and subject matter experts.
• Providing strategic analysis and planning, managing demands from multiple internal customers.
• Establishing and implementing metrics to track value and impact of training initiatives.
• Own on-the-ground execution and deployment of training experiences including office hours and lunch-and-learns.
• Developing and delivering trainings face-to-face and virtual; training subject matter experts who will serve as trainers.
• Assessing activities across functions and identifying opportunities for improved training outreach and communication strategy.
• Maintaining a library of multi-media materials (training guides, videos, e-learnings).
• Creating or curating new training materials to support new functionality, leveraging Salesforce training resources.
• Collaborating with Project/Platform/Patient Services subject matter experts to address training needs; document user issues and escalate as needed.
• Managing Training Environments including configuration and maintenance.

Qualifications

• Completion of a bachelor‚Äôs degree (or higher) or related field.
• 5+ years of experience building CRM solutions or working within PSS or biopharmaceutical context.
• Strong leadership and analytical skills; ability to deliver on objectives on time and within budget.
• Experience with Salesforce Health Cloud and ecosystems; certifications a plus.

Preferences

• Ability to lead and influence teams without direct authority.
• Self-directed; capable of independently managing issues and projects.
• Proven ability to communicate and present effectively to senior leaders and cross-functional teams in a matrix environment.