IT Business Relationship Manager

IT Business Relationship Manager (Salesforce EC3)

Location: AlamedaCA (Onsite)
Experience: 7 Years
Domain: Healthcare / Life Sciences
Platform: Salesforce Service Cloud

We are seeking an experienced IT Business Relationship Manager (BRM) to support the Electronic Consumer Call Center (EC3) Salesforce application within ADC.

EC3 is a US-based customer engagement platform used by Customer Service teams to support FreeStyle Libre consumers through non-technical non-complaint interactions. The platform enables electronic voucher (eCard) issuance customer program enrollment campaign outreach and opt-ins and is expanding to support Key Account Management (KAM) for Health Systems and Market Access.

The IT BRM will act as the primary liaison between Business and IT ensuring EC3 delivers business value remains compliant and evolves in alignment with ADC priorities.

• Serve as the primary IT partner for EC3 business stakeholders across Customer Service Commercial Programs Market Access and KAM.
• Build strong relationships with business leaders and operational teams.
• Understand business priorities operational challenges and success metrics.
• Provide guidance on how to leverage EC3 capabilities to support consumer engagement initiatives.

• Provide end-to-end business-facing ownership of the EC3 Salesforce application.
• Ensure alignment between business goals and platform capabilities including:
  • Account Management (Business & Person Accounts)
  • Case Management across multiple intake channels
  • eCard issuance and third-party fulfillment
  • Campaign management knowledge base and reporting
• Support expansion of EC3 to enterprise CRM capabilities for KAM users.

• Gather and prioritize business requests and translate them into clear IT requirements.
• Work closely with Product Managers Business Systems Analysts and Salesforce DevOps teams.
• Participate in:
  • Requirement reviews
  • Solution design discussions
  • User Acceptance Testing (UAT)
• Support Agile / hybrid delivery models with multiple releases annually.

• Monitor EC3 performance from a business operations perspective (agent efficiency case handling eCard processing).
• Identify improvement opportunities with IT Operations SQA and business teams.
• Lead business-side change management communications and training readiness.

• Ensure EC3 operates in alignment with Abbott security policies and data privacy standards.
• Maintain awareness of regulated vs. non-quality systems.
• Support risk-aware decision making while balancing business needs.

• Bachelors degree in Information Systems Business or related field.
• 7 years of experience in:
  • IT Business Relationship Management
  • IT Business Partner roles
  • Product Ownership
  • Application Management
• Hands-on experience with Salesforce platforms (preferably Service Cloud).
• Experience in healthcare life sciences or regulated industries.
• Ability to collaborate with onshore and offshore delivery teams.

• Experience supporting:
  • Call center or customer engagement platforms
  • Digital voucher / eCard programs
  • Pharmacy payer Medicare or Medicaid workflows
• Salesforce certifications such as:
  • Salesforce Administrator
  • Service Cloud Consultant
• Experience expanding CRM platforms for enterprise or KAM use cases.

• Strong stakeholder management and communication skills
• Ability to translate business needs into IT delivery priorities
• Experience working in fast-paced multi-stakeholder environments
• Strong problem solving planning and decision-making skills