Business Technology Solutions Manager - Patient Strategy & Services

We are looking for experienced leaders with strongPatient Support Services (PSS) and Salesforce CRM/PRM implementation expertiseto lead large, complex patient services transformation programs. This role is accountable forendtoend delivery, solution development, team leadership (including contractors and technofunctional specialists), and growth of new client programs.

The Manager sits at the intersection ofstrategy, solution architecture, delivery execution, and business development, working closely with senior client stakeholders, ZS leadership, and multidisciplinary delivery teams.

The ideal candidate bringshandson implementation experience, a proven ability tobuild and lead diverse delivery teams, and demonstrated success inselling and scaling new programsacross global life sciences clients.

What Youll Do

1. Program Leadership Delivery Ownership

• Ownendtoend deliveryof largescale Patient CRM / PRM implementations onSalesforce Health Cloud and Life Sciences Cloud, from discovery through golive and hypercare.
• Lead multiple workstreams acrossenrollment, case management, reimbursement, patient engagement, nurse educator workflows, and AIenabled capabilities.
• Establish delivery governance including scope, roadmap, release planning, risk management, quality assurance, and executive reporting.
• Ensure solutions arescalable, compliant, and reusableacross brands, markets, and therapeutic areas.

1. Solution Development Architecture Leadership

• Lead solution developmentby shaping endtoend functional and technical designs in partnership with solution architects and engineering leads.
• Drive key design decisions acrossHealth Cloud data models, service processes, integrations, security, and extensibility patterns.
• Ensure alignment betweenbusiness objectives, Salesforce platform capabilities, and longterm client technology strategy.
• Champion an OOTBfirst, acceleratordriven approach to improve speedtovalue and consistency across programs.

1. Team Leadership Resource Management

• Build, lead, and mentordiverse delivery teams, includingZS consultants, offshore/onshore resources, contractors, and specialized technofunctional roles.
• Own staffing strategy, onboarding, performance management, and capability development across programs.
• Foster strong collaboration across business analysts, architects, developers, QA, data/integration specialists, and change management teams.

1. Stakeholder Management Client Advisory

• Serve as thesenior client advisor, engaging with executive stakeholders across business, IT, operations, and compliance.
• Leadexecutivelevel workshopsto define futurestate operating models, KPIs, governance structures, and transformation roadmaps.
• Advise clients onbest practices in patient services, reimbursement models, digital adherence, specialty and rare disease programs.
• Manage escalations, align expectations, and ensure sustained client satisfaction and value realization.

1. Selling Program Expansion

• Identify, shape, and sell new programswithin existing and new client accounts.
• Lead or significantly contribute topursuits, RFPs, and proposals, including solutioning, scope definition, estimates, resourcing models, and delivery approach.
• Partner with ZS leadership to grow longterm client relationships and expand PSS technology footprint.
• Contribute to development of reusable assets, accelerators, and thought leadership to support gotomarket efforts.

1. Data, Integration Insights Leadership

• Provide oversight onintegration strategyacross HUB vendors, specialty pharmacies, EMR partners, and broader patient ecosystems.
• Guide data and reporting strategy fortherapy initiation, adherence, operational performance, and patient outcomes.
• Ensure analytics and insights are embedded into solution design to support decisionmaking and continuous improvement.

What Youll Bring

• 1014 yearsof experience in technology consulting, withsignificant handson Salesforce implementation experience.
• Proven track record leadingendtoend CRM/PRM implementations, preferably onSalesforce Health Cloud or Life Sciences Cloud.
• Strong background in life science/pharma essential. Experience and exposure to pharma patient servicesis preferable. This includes HUB operations, reimbursement, specialty therapies, oncology, or rare disease programs.
• Demonstrated experiencemanaging large, diverse teams, including contractors and specialized technofunctional roles.
• Proven ability tosell, scope, and grow new programswith senior client stakeholders.
• Excellent leadership, communication, and executivelevel presentation skills.

Preferred Qualifications

• Salesforce certifications:Health Cloud Consultant, Life Sciences Cloud, or Architecture certifications.
• Experience working withlarge global pharma clientsacross multibrand and multimarket programs.
• Exposure toAIdriven, agentic, or automationled workflowsin patient services or CRM ecosystems.