Senior Manager, Commercial IT CRM Lead

Role Summary

This role will be responsible for owning and supporting Mirum’s Salesforce Life Sciences Cloud (SFLC) platform that powers the Patient CRM and HCP Portal. It serves as the IT Platform lead with accountability for platform stabilization, operational excellence, and scalability after the initial implementation and go-live of the Patient Services Hub. Over time, the role will expand to support additional Commercial systems related to customer engagement platforms. The ideal candidate is a CRM platform leader with deep experience in regulated life sciences environments, complex CRM implementations, and cross-system integrations.

Responsibilities

• Salesforce Platform Ownership & Leadership
  • Serve as the IT platform owner for Salesforce Life Sciences Cloud platform supporting Patient CRM and HCP Portal capabilities.
  • Assume platform ownership during the final phase of implementation to ramp up, assess solution design, and prepare for steady-state operations.
  • Provide strategic leadership for platform stability, scalability, and long-term roadmap post–go-live.
  • Own Salesforce account, user, role, profile, and territory management, ensuring appropriate access controls and alignment with business operating models.
  • Oversee reporting and dashboard creation, supporting operational visibility for Patient Services and HCP engagement teams.
  • Utilize Salesforce Workbench and other approved tools to perform secure data exports, analysis, and issue investigation in support of operational and compliance needs.
  • Lead post-launch stabilization, production support, incident management, and root cause analysis, and manage backlog prioritization, defect remediation, and technical debt reduction following initial implementation.
  • Establish and mature operational processes, including monitoring, support models, and release management.
• Stakeholder Management & Prioritization
  • Partner with Patient Services and business stakeholders to support and enhance the platform.
  • Ensure platform configurations, data models, security, and workflows align with evolving patient and HCP needs.
  • Enable controlled enhancements while minimizing risk to live operations.
• Governance, Compliance & Risk Management
  • Own Salesforce platform governance, ensuring alignment with Mirum’s security, privacy, and compliance requirements.
  • Implement and enforce change management, access controls, and audit-ready documentation.
  • Act as the primary IT escalation point for platform-related risks impacting patient services or HCP engagement.
• Collaboration & Continuous Improvement
  • Partner with implementation vendors, integration teams, and enterprise architecture to ensure knowledge transfer and solution continuity.
  • Document platform architecture, configurations, and operational procedures to ensure long-term maintainability.
  • Stay current on Salesforce Life Sciences Cloud capabilities and recommend improvements that enhance operational efficiency and scalability.

Qualifications

• 6+ years of experience supporting Salesforce platforms in regulated industries, with leadership experience preferred.
• Proven experience owning platforms post-implementation, including stabilization and steady-state operations.
• Strong experience with Salesforce Life Sciences Cloud or complex Salesforce CRM implementations.
• Experience supporting Commercial systems such as Veeva CRM, Master Data Management, Events Management, or similar HCP engagement platforms preferred.
• Demonstrated ability to lead cross-functional teams and manage vendor-delivered solutions.

Skills

• Strong knowledge of core Commercial and Patient Services processes, including territory alignment, HCP/HCO customer master data management, patient enrollment and case management workflows, and compliant HCP engagement.
• Deep expertise in Salesforce architecture, security model, data design, automation, integrations, reporting, and environment management (preferably Salesforce Life Sciences Cloud).
• Proven ability to lead post–go-live stabilization, production support, backlog prioritization, and steady-state platform operations.
• Experience integrating CRM with Commercial ecosystem systems such as MDM, data warehouses, marketing automation, and HCP engagement platforms
• Strong leadership, analytical, and stakeholder management skills with the ability to balance strategic roadmap ownership and hands-on operational accountability.
• Excellent problem-solving and decision-making skills in production environments.
• Strong communication and stakeholder management skills in fast-paced, regulated environments.

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.