Technical Lead CRM

Make your mark for patients

We are looking for a CRM Technical Lead who is collaborative solutions-oriented and passionate about leveraging technology to improve the patient experience to join our Digital Technology team based at our U.S. headquarters in Atlanta Georgia. This hybrid role requires a minimum of 40% on-site presence and 5-10% domestic and international travel.

About the Role
You will serve as the technical and business partner for UCBs patient-facing CRM ecosystem with a primary focus on Salesforce Health Cloud and related patient support technologies. Reporting to the Head of Digital Technology Omnichannel & Patient Support this role is responsible for translating business needs into scalable technology solutions that enhance the patient journey across the U.S. market. The position leads CRM projects manages integrations with healthcare and third-party systems oversees system support and vendor partners and ensures compliance with healthcare regulations such as HIPAA and computerized system validation requirements. Success in this role comes from combining technical expertise partnership and a commitment to delivering meaningful outcomes for patients through innovative and scalable technology solutions.

Who youll work with

Internally you will work closely with the Head of DT Omnichannel & Patient Support Patient Value Units (PVUs) Insights to Impact (I2I) Market Access and Pricing (MAP) and Patient Support Program teams Commercial and Omnichannel organizations Digital Technology delivery teams Data & Analytics teams and Legal Compliance Privacy Security and Quality stakeholders to deliver and support patient-focused CRM capabilities across the U.S. market.

Externally you will partner with Salesforce and Salesforce Health Cloud consultants managed service providers (onshore nearshore and offshore) patient support and hub service vendors EHR and healthcare technology providers system integration partners healthcare providers payers and other third-party organizations that support patient services engagement and data integration throughout the patient journey.

What youll do

• Lead and support Salesforce Health Cloud and patient CRM solutions that enable Patient Support Programs across the U.S.
• Partner with business stakeholders to gather requirements and translate patient support needs into scalable technology solutions.
• Serve as the subject matter expert for CRM technologies integrations and patient engagement platforms.
• Manage end-to-end project delivery from requirements and design through testing deployment and ongoing support.
• Oversee system integrations with healthcare patient support and third-party vendor platforms.
• Collaborate with internal teams and external partners to improve processes enhance patient experience and drive business value.
• Lead managed service providers and technical resources to ensure high-quality support and delivery.
• Ensure system reliability performance compliance and adherence to service level agreements (SLAs).
• Support system enhancements upgrades validation activities and issue resolution across the software development lifecycle.
• Identify opportunities to leverage technology data and automation to improve patient services and operational efficiency.

Interested For this role were looking for the following education experience and skills
Minimum Experience/Skills Required:
Minimum Qualifications:

• Bachelors degree
• 7 years of experience implementing supporting and administering Salesforce Health Cloud (preferred) or Salesforce Service Cloud solutions.
• 3 years of experience within the Life Sciences or Healthcare industry.
• Experience supporting patient services technologies and patient support programs.
• Experience managing system integrations with third-party platforms and healthcare-related systems.
• Working knowledge of HIPAA data privacy and regulated healthcare environments.
• Strong stakeholder management problem-solving and project leadership skills.

Preferred Experience/Skills:

• Salesforce Health Cloud Administrator Consultant Architect or related Salesforce certifications.
• Hands-on experience supporting Patient Support Programs (PSPs) using Salesforce Health Cloud.
• Deep understanding of patient journeys care coordination and patient engagement technologies.
• Experience integrating Salesforce with EHRs healthcare data platforms and other systems of record.
• Knowledge of healthcare and life sciences data models and patient data ecosystems.
• Experience managing global vendor partners managed service providers and offshore delivery teams.
• Knowledge of omnichannel engagement platforms and commercial patient services technologies.
• Proven ability to drive process improvements automation and data-driven solutions that enhance the patient experience.
• Experience with Computerized System Validation (CSV) SDLC processes and 21 CFR Part 11 compliance.

The reasonably anticipated salary range for this position is $125600-$164900 per year. The actual salary offered will take into account related knowledge skills experience and location among other factors and may fall outside the expected range.

Are you ready to go beyond to create value and make your mark for patients If this sounds like you then we would love to hear from you!

About us
UCB is a global biopharmaceutical company focusing on neurology and immunology. We are over 9.000 people in all four corners of the globe inspired by patients and driven by science.

Why work with us
At UCB we dont just complete tasks we create value. We arent afraid to push forward collaborate and innovate to make our mark for patients. We have a caring supportive culture where everyone feels included respected and has equal opportunities to do their best work. We go beyond to create value for our patients and always with a human focus whether thats on our patients our employees or our planet. Working for us you will discover a place where you can grow and have the freedom to carve your own career path to achieve your full potential.

At UCB weve embraced a hybrid-first approach to work bringing teams together in local hubs to foster collaborative curiosity. Unless explicitly stated in the description or precluded by the nature of the position roles are hybrid with 40% of your time spent in the office.

UCB is an equal opportunity employment decisions will be made without regard to any characteristic protected by applicable federal state or local law. UCB invites you to voluntarily self-identify during the application process. Provision of self-identification information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your application for employment your employment with UCB or otherwise subject you to any adverse treatment. Any information you provide will be considered confidential and will be kept separate from your application and/or personnel file and will only be used in accordance with applicable laws orders and regulations.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.