Associate Director, Patient Support Services - CRM Business Lead
Sanofi
September 03, 2026
On-site
Cambridge, MA
$148,500 - $214,500 USD yearly
Patient Advocacy
Main Responsibilities:
- Build and maintain the PSS CRM roadmap by assessing and prioritizing new capabilities/enhancements that drive business value and outcomes.
- Engage with key stakeholders to understand priorities, gather requirements, and ensure solutions meet business needs.
- Develop and document best practices to support standardization and harmonization of business processes across PSS programs.
- Participate in design, build, and implementation of CRM initiatives (writing user stories, grooming, sprint planning, and executing UAT scripts).
- Support PSS data management strategy for design, integration, and migration activities.
- Partner with training teams to design and implement cohesive, structured training programs for business users.
- Identify, measure, and present current/future impact of CRM on current and future pipeline.
- Develop deep knowledge of the patient journey, platforms, and systems supporting patients and providers.
- Perform market research and CRM benchmarking to ensure alignment with Play to Win strategy.
- Support and troubleshoot issues with internal and/or external teams as needed.
Qualifications:
- Bachelor’s degree.
- 5+ years’ experience building CRM solutions or working within PSS or other bio-pharmaceutical/healthcare experience.
- Strong leadership and analytical skills; deliver project objectives on time and within budget.
- Experience with Salesforce Health Cloud (certification a plus).
Preferences:
- Lead and influence teams without direct authority.
- Highly self-directed; manage issues and projects with minimal direction.
- Strong communication/presentation skills to senior leaders and cross-functional teams in a matrix environment.
- Build and maintain the PSS CRM roadmap by assessing and prioritizing new capabilities/enhancements that drive business value and outcomes.
- Engage with key stakeholders to understand priorities, gather requirements, and ensure solutions meet business needs.
- Develop and document best practices to support standardization and harmonization of business processes across PSS programs.
- Participate in design, build, and implementation of CRM initiatives (writing user stories, grooming, sprint planning, and executing UAT scripts).
- Support PSS data management strategy for design, integration, and migration activities.
- Partner with training teams to design and implement cohesive, structured training programs for business users.
- Identify, measure, and present current/future impact of CRM on current and future pipeline.
- Develop deep knowledge of the patient journey, platforms, and systems supporting patients and providers.
- Perform market research and CRM benchmarking to ensure alignment with Play to Win strategy.
- Support and troubleshoot issues with internal and/or external teams as needed.
Qualifications:
- Bachelor’s degree.
- 5+ years’ experience building CRM solutions or working within PSS or other bio-pharmaceutical/healthcare experience.
- Strong leadership and analytical skills; deliver project objectives on time and within budget.
- Experience with Salesforce Health Cloud (certification a plus).
Preferences:
- Lead and influence teams without direct authority.
- Highly self-directed; manage issues and projects with minimal direction.
- Strong communication/presentation skills to senior leaders and cross-functional teams in a matrix environment.