IT CRM Service Manager - Commercial - Job ID: 1528

Ascendis Pharma - Princeton, NJ

Full-time - Mid Level

Princeton, NJ

Merchant Wholesalers, Nondurable Goods

About the position

The IT CRM Service Manager at Ascendis Pharma is responsible for implementing, managing, maintaining, developing, and supporting the company's Commercial business applications and systems. This role involves collaboration with IT Business Partners and the Product Team to drive digital transformation and enhance marketing effectiveness through reliable technology solutions. The manager will lead a small team, engage with stakeholders, and ensure the operational availability of CRM systems tailored for the pharmaceutical industry.

Responsibilities

• Serve as the CRM Service Manager for IT systems supporting Commercial and Medical Affairs business processes, including platforms like Veeva CRM, Engage, Events, and Align.
• Engage directly with business stakeholders on operational and system enhancement tasks, helping to prioritize and define releases to fit within capacity limitations.
• Work closely with the commercial product owner on product strategy and roadmap, focusing primarily on the US business while providing SME support to European and global counterparts as needed.
• Drive digital transformation within the Marketing function by delivering reliable solutions and optimizing technology usage to enhance marketing effectiveness.
• Develop and maintain technology roadmaps, aligning short- and long-term business goals with technology initiatives.
• Facilitate workshops and gather detailed user requirements, translating them into actionable solutions and project deliverables.
• Lead project teams in the implementation and enhancement of system capabilities, ensuring projects are executed with quality and meet all commitments.
• Oversee system configurations, upgrades, and continuous improvement processes for commercial applications.
• Monitor system health and performance, proactively addressing issues to maintain 24x7 operational availability.
• Administer systems and manage user access, addressing incidents and coordinating support with third-party vendors as needed.
• Develop training materials and conduct user training to ensure proper system usage and adoption.
• Remediate security vulnerabilities, ensuring systems remain secure and compliant with industry regulations.
• Collaborate with IT Infrastructure, QA, and business owners to drive project success and meet business expectations.
• Support critical data analysis requests from stakeholders, ensuring data accuracy across systems.
• Work in an agile delivery environment, delivering monthly releases to continuously improve system capabilities and meet evolving business needs.
• Manage a small team comprised of contractors and third-party managed services, ensuring effective collaboration and delivery of services.

Requirements

• In-depth understanding of CRM platforms like Veeva CRM, Engage, Events, and Align, tailored for the pharmaceutical industry.
• Knowledge of industry-specific regulations, including HIPAA, 21 CFR Part 11, and GxP.
• Familiarity with digital marketing principles and technologies specific to the pharmaceutical sector.
• Experience working in an agile delivery environment, delivering monthly releases.
• Proven ability to lead project teams and manage a small team of contractors and third-party services.
• Experience engaging directly with business stakeholders to prioritize and define system enhancements, and working closely with product owners on strategy and roadmap development.
• Competence in system configurations, upgrades, continuous improvement processes, and ensuring system health and performance.
• Skills in remediating security vulnerabilities and ensuring systems remain secure and compliant with industry regulations.
• Experience developing training materials, conducting user training sessions, and supporting data analysis requests to ensure data accuracy across systems.
• Minimum of 5 years of experience managing CRM systems, preferably within the pharmaceutical industry.

Benefits

• 401(k) plan with company match
• Medical, dental, and vision plans
• Company-offered Life and Accidental Death & Dismemberment (AD&D) insurance
• Company-provided short and long-term disability benefits
• Unique offerings of Pet Insurance and Legal Insurance
• Employee Assistance Program
• Employee Discounts
• Professional Development
• Health Saving Account (HSA)
• Flexible Spending Accounts
• Various incentive compensation plans
• Accident, Critical Illness, and Hospital Indemnity Insurance
• Mental Health resources
• Paid leave benefits for new parents