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Sanofi Group Associate Director, Patient Support Services, iCare Connect - Oncology in Cambridge, Massachusetts

Position Title: Associate Director, Patient Support Services, iCare Connect - Oncology

Position Overview:

The Associate Director , Patient Support Services, iCare Connect - Oncology is responsible for the successful design, build, and implementation of Sanofi Genzyme’s Customer Relationship Management platform, iCare Connect. iCare Connect will be developed on the Salesforce Health Cloud platform and will support the patient and provider services offered through CareASSIST, Sanofi Genzyme’s Oncology Patient Support Program. In this role, the Associate Director will represent the business needs of patient support services (PSS) in Oncology and work closely with the Global Digital IT team to design, build, and implement a solution using an Agile methodology. Strong collaboration and understanding across stakeholders will be critical to ensure iCare Connect and its reporting solution, iCare Insights, support the needs of relevant cross-functional business partners in an efficient manner. The candidate must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at managing multiple matrix teams, including external vendors. The position will report to the Director, Patient Support Services, Oncology and is based in Cambridge, MA.


  • The successful implementation of the Oncology Patient Support Services CRM – iCare Connect on time, on budget, and in line with business requirements

  • Perform market research and CRM benchmarking activities to ensure solutions align with Play to Win strategy

  • Actively participate in the design, build, and implementation of any/all Oncology related CRM initiatives

  • Understanding how the matrix teams/partners fit together to ensure the CRM is built to support them all in an efficient and effective way

  • Represents the Oncology PSS perspective in all CRM discussions translating the PSS perspective, goals, and objectives with adequate detail to internal and external stakeholders

  • Incorporate PSS data strategy in the data management design, integration, and migration activities

  • Assist writing, maintaining, and performing of UAT scripts and sessions

  • Design and implement cohesive and structured training program and resources

  • Main point of contact for CRM related concepts and materials through Review Committee

  • Collaborate with Oncology PSS, Field Reimbursement, and Data Analytics teams to ensure iCare Insights platform delivers effective solutions for all stakeholders

  • Identify, measure and present the current/future impact of the CRM on current and future pipeline of Oncology products

  • Prioritization and rollout of any enhancements post the implementation of the iCare Connect and iCare Insights programs


  • Bachelor's degree

  • 3+ years of professional experience building CRM solutions

  • Patient Support Services or other bio-pharmaceutical experience

  • Demonstrated and strong communication and customer service mindset


  • Experience with Salesforce systems

  • Demonstrated ability to work collaboratively as part of a matrix team

  • Proven ability to lead and influence teams without direct authority

  • Highly self-directed; proactively and independently work issues and manage projects with minimal direction

  • Proven ability to communicate and present effectively to senior leaders, cross-functional and cross-organizational teams in a matrix environment

  • Strong leadership and analytical skills, ability to delivery on project objectives in a timely manner required

Candidates must complete all fleet safety training and must maintain an acceptable driving record regarding accidents and incidents.

As a healthcare company and a vaccine manufacturer, Sanofi has an important responsibility to protect individual and public health. All US based roles require individuals to be fully vaccinated against COVID-19 as part of your job responsibilities.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.



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.