Partner, Product Management, Patient Services CRM

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

The purpose of this role is to be a business system / product owner of the Patient Services CRM product portfolio using an Agile framework within the Patient Services Organization. The CRM Partner will work in partnership with Alexion IT to ensure the CRM performs as designed.  Leading all aspects of the maintenance, identification, and prioritization of system improvements and new features, ensuring outstanding service to Alexion’s patients, collaborators, customers, partners, and team members.  This position involves being the go-to person for any questions about the Patient Services CRM from collaborators. In addition, this role will be the primary business partner for the Commercial IT team and be the agile business CRM Product Owner. This is a business position that will work closely with the Alexion IT team to ensure a successful Patient Services CRM platform.

Key Responsibilities:

• Working closely with IT and collaborating with cross-functional collaborators, responsible for evolving the Patient Services CRM Roadmap to deliver future state business capabilities
• Proactively engages with customers to understand and anticipate their needs and translate them into product requirements
• Oversee all stages of product creation, including design and development to improve the effectiveness of the user experience and downstream reporting
• Maintaining the product backlog, defining and prioritizing user stories based on changing requirements, and participating in team demos and sprint retrospectives
• Ensure effective and timely communication with internal customers regarding Patient Services systems and key functionality
• Partners with IT in the development and provides approvals for release of ongoing system enhancements
• Partners closely with IT to ensure efficient information flow between service providers, data aggregators and other business systems used within Alexion
• Ensures the successful deployment of new CRM features, including testing and approving user acceptance test results
• Reviews production issues that need system enhancements prioritization or need further business clarification
• Monitor and evaluate Product progress at each stage of the process
• Analyze data to help Product Management make better informed decisions
• Own continuous improvement strategies by reviewing the effectiveness and value of enhancements released

Essential Education, Experience & Skills:

• BA/BS degree and relevant experience in pharmaceuticals/biotech  
• 5+ years successful experience with Salesforce.com projects & data integrations
• Demonstrated product management/product owner experience
• Ability to collaborate and communicate effectively with all levels of an organization
• Familiarity with Agile and Scrum methodologies, often demonstrated through hands-on experience working in Agile teams
• Excellent organizational and time-management skills to prioritize tasks and manage multiple priorities
• Analytical and problem-solving skills to make informed decisions and tackle challenges
• Ability to clearly define product requirements and present vision to both technical and non-technical audiences

Desired Experience & Skills:

• Salesforce.com certification a strong plus in Health Cloud, Marketing Cloud, Experience Cloud
• Product Management, AI Product Management experience or certification
• Biotech rare-disease experience