DT Technical Lead CRM
About The Position
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. You will serve as the technical and business partner for UCB’s 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. 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.
Requirements
- Bachelor's 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.
Nice To Haves
- 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.
Responsibilities
- 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.
Benefits
- We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
