CRM Process Manager – Pharma Industry

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the strategy, development, and implementation of key CRM functionalities across the US CRM ecosystem.

• Oversee the complete delivery process of specific CRM features from initial discovery to release, hypercare, enhancements, and ongoing maintenance.

• Convert customer, field, and business requirements into prioritized needs, user stories, acceptance criteria, and success metrics.

• Manage a well-organized, prioritized backlog that aligns with quarterly/PI planning and stakeholder objectives.

• Collaborate with delivery teams to plan, execute, and monitor agile activities; eliminate obstacles; manage scope trade-offs; and ensure high-quality releases.

• Identify workflow challenges, suggest process and user-experience improvements, validate solutions with users, and facilitate change adoption.

• Coordinate efforts with CRM product managers, architecture, analytics, privacy/legal, and commercial/medical stakeholders.

• Assist in governance, risk assessments, privacy, security, regulatory compliance, and data governance requirements.

• Provide daily guidance to analysts, contractors, and other delivery personnel.

• Collaborate with training and communications teams to facilitate release adoption and measure results.

• Relay roadmap updates, risks, decisions, and measurable outcomes to leadership and stakeholders.

• Contribute to product strategy and continuous improvement by utilizing market trends, user feedback, and performance metrics.

• Stay informed about CRM platforms and evolving best practices.

• Deliver quantifiable value, reliable releases, healthy backlogs, user adoption, process enhancements, stakeholder alignment, governance compliance, team efficiency, enablement, cost awareness, and operational rigor.

⛳️ Requirements

• A bachelor's degree in a relevant field is mandatory.

• A Master of Science and/or MBA is preferred.

• 5–7+ years of experience in product management, technology strategy, innovation, or leadership roles, ideally within the pharmaceutical, healthcare, or CRM sectors.

• Proven success in transforming CRM capabilities within commercial operations for a major Pharma client.

• Experience in driving product management for large-scale CRM implementations.

• In-depth understanding of the CRM landscape across Sales, Marketing, and Service domains.

• Familiarity with Salesforce, including Agentforce, Marketing Cloud, Health Cloud, Data360, and the Core platform.

• Knowledge of Veeva and key players in the evolving CRM ecosystem.

• Understanding of CRM, AI, and data platforms and architectures, such as Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies.

• Experience in managing product operations, backlog health and prioritization, agile methodologies, and ceremonies.

• Experience with AI-enhanced product management techniques, including LLM-supported user-story creation and process mapping.

• Exceptional communication and stakeholder alignment abilities.

• Strong analytical and problem-solving capabilities.

• Ability to adjust strategies in a swiftly changing technological environment.

🏝️ Benefits

• Contracted employment.

• Equal opportunity employment.

• Voluntary self-identification and disability accommodation processes.