Senior Manager, IT - Patient CRM Lead

MISSION Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We are collaborative, creative, and experienced professionals and we’re looking to augment our team with other individuals who embody our values: care, be real, get it done, and have fun, seriously. POSITION SUMMARY The Senior Manager, Commercial IT Patient CRM Lead will serve as the IT platform and technical lead for Mirum’s Salesforce Agentforce Life Sciences (formerly Life Sciences Cloud) platform supporting Patient Services. This role is accountable for maintaining a stable, secure, and scalable production environment while leading its continued evolution to support future Patient Services capabilities and business growth. The role requires a strong combination of Salesforce technical depth, solution architecture expertise, and hands-on experience with Life Sciences Cloud and/or Health Cloud in a Patient Services environment. The ideal candidate can move comfortably between strategic architecture, detailed technical design, production problem-solving, and cross-functional collaboration in a regulated life sciences environment. JOB FUNCTIONS/RESPONSIBILITIES Salesforce Platform Ownership & Architecture - Own Salesforce platform architecture, technical roadmap, solution design, and lifecycle management for Patient Services. - Establish scalable technical standards and design patterns to support current operations and future capabilities. - Provide deep technical leadership across Salesforce data models, configuration, automation, security, environments, and platform capabilities. - Make sound architectural decisions balancing native capabilities, configuration, customization, scalability, and maintainability. Patient Services & Platform Evolution - Partner with Patient Services and cross-functional IT teams to translate evolving business needs into scalable Salesforce solutions. - Apply deep Life Sciences Cloud/Agentforce Life Sciences and/or Health Cloud expertise to platform architecture and solution design. - Lead Salesforce architecture for significant platform enhancements and evolving digital capabilities, including patient and HCP engagement experiences. - Evaluate new capabilities and enhancements based on business value, architectural fit, dependencies, complexity, and risk. Production Operations & Team Leadership - Provide technical direction and oversight to onshore and offshore operations teams supporting the Salesforce production environment. - Guide incident resolution, root cause analysis, defect remediation, and technical debt management, engaging directly on complex issues as needed. - Own Salesforce backlog priorities, release strategy, and environment management while ensuring effective execution by operations and delivery teams. - Establish clear operational standards for support, monitoring, testing, change management, and releases. Cross-System & Technology Collaboration - Partner closely with integration, vendors and business teams on end-to-end solutions spanning Salesforce and connected Patient Services systems. - Bring strong technical understanding of Salesforce integrations with patient and HCP portals, contact center/IVR platforms, fax solutions, and other Patient Services technologies. - Understand end-to-end data flows and system dependencies to assess the broader impact of Salesforce platform changes. - Collaborate on architecture, testing, troubleshooting, and delivery while maintaining clear accountability for the Salesforce platform. Vendor & Delivery Management - Provide technical direction and oversight to Salesforce implementation and support partners. - Review and challenge vendor-proposed designs for solution quality, scalability, and maintainability. - Hold partners accountable for delivery quality, documentation, and knowledge transfer. - Build strong internal Salesforce expertise so platform architecture and technical decisions remain owned within Mirum IT. Governance & Continuous Improvement - Ensure Salesforce changes follow appropriate governance, security, privacy, compliance, and change-management requirements. - Maintain appropriate technical and operational documentation to support platform continuity and audit readiness. - Stay current with evolving Salesforce capabilities and identify opportunities to improve platform architecture, reliability, and user experience. QUALIFICATIONS Education /Experience: - Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent relevant experience. - 6+ years of Salesforce experience supporting complex, business-critical production environments. - Hands-on experience architecting, implementing, and supporting Salesforce Life Sciences Cloud/Agentforce Life Sciences and/or Health Cloud solutions within pharmaceutical Patient Services. - Strong understanding of Patient Services processes, workflows, and supporting technology ecosystems. - Strong Salesforce solution architecture and technical expertise across data modeling, security, automation, configuration, environments, APIs, integrations, and release management. - Experience designing or supporting integrations between Salesforce and patient/HCP portals, contact center or IVR platforms, fax solutions, and other Patient Services technologies. - Demonstrated experience leading significant enhancements to a live Salesforce platform while maintaining production stability. - Experience providing technical direction to onshore/offshore support, managed-service, or technical delivery teams. - Experience leading Salesforce partners and working collaboratively across integration, data, security, architecture, and business teams. Preferred Qualifications - Experience integrating Five9 or a comparable contact center/IVR platform with Salesforce. - Experience with Salesforce-integrated patient and HCP portals and fax solutions. - Experience within biotechnology or pharmaceutical Commercial IT. - Relevant Salesforce certifications in architecture, Health Cloud, Life Sciences Cloud, or related disciplines. - Experience across broader life sciences technology ecosystems, including master data, data platforms, integration platforms, and Commercial systems. KNOWLEDGE, SKILLS & ABILITIES - Deep knowledge of Salesforce Life Sciences Cloud/Agentforce Life Sciences and/or Health Cloud and its application to Patient Services. - Ability to move comfortably between solution architecture, detailed technical design, and complex production troubleshooting. - Strong understanding of Patient Services technology and Salesforce integration patterns across digital, contact center, data, and related platforms. - Ability to guide operations and technical teams while retaining accountability for Salesforce platform quality and technical direction. - Ability to anticipate the impact of new capabilities on a live production platform and identify architectural dependencies and risks early. - Strong technical judgment with the ability to evaluate and challenge vendor-proposed solutions. - Excellent communication and collaboration skills across business, IT, and external partner teams. The salary range for this position is $190,000 to $205,000 USD. Compensation will be determined based on several factors including, but not limited to; skill set, years of experience, and the employee’s geographic location. Please note that the required compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits unless otherwise provided. #LI-HYBRID Mirum Pharmaceuticals is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and Local laws that prohibit employment discrimination on the basis of race, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability, veteran’s status or any other classification protected by applicable State/Federal/Local laws. Mirum Pharmaceuticals provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.