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Senior Manager, Dupixent Patient Services CRM Data and Systems

Synthorx

Synthorx

Customer Service
Cambridge, MA, USA
Posted on Saturday, August 19, 2023

ABOUT DUPIXENT PATIENT SUPPORT SERVICES (PSS)

The Dupixent PSS team is focused on supporting patients wishing to access Dupixent. This is achieved by offering programs that provide reimbursement and logistics support, financial assistance, and patient education. In addition to the Dupixent program offerings, the Dupixent PSS organization also includes several field teams that provide education and support to patients and customers.

JOB DESCRIPTION

The Senior Manager of Dupixent Patient Services CRM Data and Systems is a member of the US Patient Support Services (PSS) team and will be dedicated to supporting the Dupixent Franchise. Dupixent is a highly visible brand with current indications in atopic dermatitis, respiratory and gastroenterology conditions.

This role is part of a CRM team that is accountable for the successful implementation and post implementation operations of a new Dupixent CRM system (iCare Connect). This is a highly visible position interacting with many internal functional groups within Sanofi.

This role reports to the Senior Director of Operations for Dupixent PSS. The role is based in Cambridge, MA. Sanofi offers a hybrid, flexible working environment, and team members are expected to work in the Cambridge home office between 2-3 days per week. Candidates should be within a commutable distance to Cambridge. This role does not offer relocation.

RESPONSBILITIES

Data Migration:

  • Quality control of data mapping from patient services Hub partner to new CRM system.
  • Work with Hub partner to rectify data discrepancies or inconsistencies as defined in the data transfer agreement.
  • Have a strong understanding and operational knowledge of Dupixent patient support services, processes and reporting needs.
  • Work cross functionally with internal Digital, Data Management and PSS teams, as well as external partners (e.g., Hub and consulting partners).
  • Identify data quality issues such as duplicates, inconsistencies, and data gaps, and causes through profiling reviews and root cause analysis.

Vendor Integration:

  • Knowledge and understanding of scope and impact of data elements.
  • Coordination with internal and external partners to ensure integrations are properly set up and operating based on the patient service program needs.
  • Confirm data layouts and data retention development is consistent with all integrations.
  • Assessing and planning for downstream impact of data with new system integrations.

Systems:

  • Submit new data elements change requests and certification requests to business owners and IT.
  • Review and submit production issue requests to IT and work with IT team and users for quick resolution with end users.
  • Participate in daily scrum and Agile meetings as data matter expert to ensure development meets the business needs.
  • Coordinate with data management and data warehouse teams to ensure insights are based on reliable, high-quality information.

EXPERIENCE

  • BA/BS Degree required, preferably in business, computer science or information technology. MBA is a plus
  • Minimum 2+ years of professional experience with CRM operations, experience with Agile methodology a plus
  • Must have 3+ years of relevant pharmaceutical/biotech/healthcare/consulting industry experience. Patient Support Services experience is a plus
  • Highly self-directed; Must be able to work issues and manage projects with minimal direction
  • Demonstrated excellence in project management and ability to delivery on project objectives in a timely manner
  • Ability to influence, collaborate and interact effectively with multiple teams and cross functional team members, lead and influence teams without direct authority
  • Ability to prioritize and manage multiple projects and stakeholder requests
  • High level of organization and communication skills
  • Must be solution-oriented, operationally savvy and flexible

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.