IT CRM Service Manager - Commercial - Job ID: 1528

Ascendis Pharma is a dynamic, fast-growing global biopharmaceutical company with locations in Denmark, Europe, and the United States. Today, we're advancing programs in Endocrinology Rare Disease and Oncology.

Here at Ascendis, we pride ourselves on exceptional science, visionary leadership, and skilled and passionate colleagues.

Guided by our core values of Patients, Science, and Passion, we use our TransCon® drug development platform to fulfill our mission of developing new and potentially best-in-class therapies to address unmet medical needs.

Our culture fosters a place where skilled, adaptable, and highly resourceful professionals can truly make their mark. We offer a dynamic workplace for employees to grow and develop their skills.

Are you ready to make a significant impact in the pharmaceutical industry? At Ascendis Pharma, you’ll play a crucial role in implementing, managing, maintaining, developing, and supporting our Commercial business applications and systems. You’ll collaborate with passionate colleagues who are dedicated to developing and delivering innovative medicines to patients worldwide.

In this role, you’ll work closely with IT Business Partners and the Product Team, leveraging your agile and industry expertise to define and achieve success for our products. You’ll inspire and guide your team to turn visionary ideas into reality.

As part of the Ascendis Pharma Global IT, Continuous Delivery organization, you’ll be embedded in product teams that drive business value streams. Together, we’ll create solutions that make a real difference.

Key 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

• Pharmaceutical CRM Systems: In-depth understanding of CRM platforms like Veeva CRM, Engage, Events, and Align, tailored for the pharmaceutical industry.
• Pharmaceutical Regulations: Knowledge of industry-specific regulations, including HIPAA, 21 CFR Part 11, and GxP.
• Digital Marketing in Pharma: Familiarity with digital marketing principles and technologies specific to the pharmaceutical sector.
• Agile Methodologies: Experience working in an agile delivery environment, delivering monthly releases.
• Leadership and Team Management: Proven ability to lead project teams and manage a small team of contractors and third-party services.
• Stakeholder Engagement: Experience engaging directly with business stakeholders to prioritize and define system enhancements, and working closely with product owners on strategy and roadmap development.
• Technical Proficiency: Competence in system configurations, upgrades, continuous improvement processes, and ensuring system health and performance.
• Compliance and Security: Skills in remediating security vulnerabilities and ensuring systems remain secure and compliant with industry regulations.
• Training and Data Management: Experience developing training materials, conducting user training sessions, and supporting data analysis requests to ensure data accuracy across systems.
• Experience: 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