Director, Patient Support Services (PSS) - Platform Solutions

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.

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
• Developing a 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 communicate 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

• 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.

Prefers

• 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.