Senior Manager, IT - Patient CRM Lead

Mirum Pharmaceuticals•Foster City, CA

4d•Hybrid

About The Position

The Senior Manager, Commercial IT Patient CRM Lead will serve as the IT platform and technical lead for Mirum’s Salesforce Agentforce Life Sciences platform supporting Patient Services. The role is accountable for maintaining a stable, secure, and scalable production environment while leading its continued evolution to support future Patient Services capabilities and business growth. It combines Salesforce technical expertise, solution architecture, hands-on Life Sciences Cloud and/or Health Cloud experience, production problem-solving, and cross-functional collaboration in a regulated life sciences environment. The role owns the Salesforce platform architecture, technical roadmap, solution design, and lifecycle management for Patient Services. It partners with Patient Services and cross-functional IT teams to turn business needs into scalable solutions, leads architecture for significant platform enhancements, and evaluates new capabilities for business value, fit, dependencies, complexity, and risk. The position also provides technical direction to onshore and offshore operations teams and Salesforce partners; oversees production operations, backlog priorities, releases, and environment management; and collaborates on end-to-end solutions connecting Salesforce with other Patient Services systems. It ensures appropriate governance, security, privacy, compliance, change management, documentation, and audit readiness while building internal Salesforce expertise and identifying opportunities for continued improvement.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent relevant experience.
6+ years of Salesforce experience supporting complex, business-critical production environments.
Hands-on experience architecting, implementing, and supporting Salesforce Life Sciences Cloud/Agentforce Life Sciences and/or Health Cloud solutions within pharmaceutical Patient Services.
Strong understanding of Patient Services processes, workflows, and supporting technology ecosystems.
Strong Salesforce solution architecture and technical expertise across data modeling, security, automation, configuration, environments, APIs, integrations, and release management.
Experience designing or supporting integrations between Salesforce and patient/HCP portals, contact center or IVR platforms, fax solutions, and other Patient Services technologies.
Demonstrated experience leading significant enhancements to a live Salesforce platform while maintaining production stability.
Experience providing technical direction to onshore/offshore support, managed-service, or technical delivery teams.
Experience leading Salesforce partners and working collaboratively across integration, data, security, architecture, and business teams.
Deep knowledge of Salesforce Life Sciences Cloud/Agentforce Life Sciences and/or Health Cloud and its application to Patient Services.
Ability to move between solution architecture, detailed technical design, and complex production troubleshooting.
Strong understanding of Patient Services technology and Salesforce integration patterns across digital, contact center, data, and related platforms.
Ability to guide operations and technical teams while retaining accountability for Salesforce platform quality and technical direction.
Ability to anticipate the impact of new capabilities on a live production platform and identify architectural dependencies and risks early.
Strong technical judgment and ability to evaluate and challenge vendor-proposed solutions.
Excellent communication and collaboration skills across business, IT, and external partner teams.

Nice To Haves

Experience integrating Five9 or a comparable contact center/IVR platform with Salesforce.
Experience with Salesforce-integrated patient and HCP portals and fax solutions.
Experience within biotechnology or pharmaceutical Commercial IT.
Relevant Salesforce certifications in architecture, Health Cloud, Life Sciences Cloud, or related disciplines.
Experience across broader life sciences technology ecosystems, including master data, data platforms, integration platforms, and Commercial systems.

Responsibilities

Own Salesforce platform architecture, technical roadmap, solution design, and lifecycle management for Patient Services.
Establish scalable technical standards and design patterns for current operations and future capabilities.
Provide technical leadership across Salesforce data models, configuration, automation, security, environments, and platform capabilities.
Make architectural decisions that balance native capabilities, configuration, customization, scalability, and maintainability.
Partner with Patient Services and cross-functional IT teams to translate evolving business needs into scalable Salesforce solutions.
Lead Salesforce architecture for significant platform enhancements and evolving digital capabilities, including patient and HCP engagement experiences.
Evaluate new capabilities and enhancements based on business value, architectural fit, dependencies, complexity, and risk.
Provide technical direction and oversight to onshore and offshore operations teams supporting the Salesforce production environment.
Guide incident resolution, root cause analysis, defect remediation, and technical debt management, engaging directly on complex issues as needed.
Own Salesforce backlog priorities, release strategy, and environment management, ensuring effective execution by operations and delivery teams.
Establish operational standards for support, monitoring, testing, change management, and releases.
Partner with integration, vendor, and business teams on end-to-end solutions spanning Salesforce and connected Patient Services systems.
Assess end-to-end data flows and system dependencies to understand the broader impact of Salesforce platform changes.
Collaborate on architecture, testing, troubleshooting, and delivery while maintaining clear accountability for the Salesforce platform.
Provide technical direction and oversight to Salesforce implementation and support partners.
Review vendor-proposed designs for solution quality, scalability, and maintainability, and hold partners accountable for delivery quality, documentation, and knowledge transfer.
Build internal Salesforce expertise so platform architecture and technical decisions remain owned within Mirum IT.
Ensure Salesforce changes follow governance, security, privacy, compliance, and change-management requirements.
Maintain technical and operational documentation to support platform continuity and audit readiness.
Stay current with Salesforce capabilities and identify opportunities to improve platform architecture, reliability, and user experience.