Sr. Manager, CRM Business Analyst – Patient Access & Reimbursement Services

Who we are:

Agios is a biopharmaceutical company that is fueled by connections. We thrive in a supportive, fun, and flexible environment full of people empowered to bring their whole selves to work. We care deeply about our work, each other, and the patients who count on us. Our teams cultivate strong bonds with patient communities, healthcare professionals, partners and colleagues, which helps us discover, develop and deliver therapies for rare diseases – and make a bigger difference in their lives. In the U.S., Agios markets a first-in-class pyruvate kinase (PK) activator for the treatment of hemolytic anemia in adults with PK deficiency. Building on the company’s leadership in the field of cellular metabolism, Agios is advancing a robust clinical pipeline of investigational medicines with active and planned programs in alpha- and beta-thalassemia, sickle cell disease, pediatric PK deficiency and MDS-associated anemia.

The impact you will make:

Agios Pharmaceuticals is searching for a dynamic Sr. Manager CRM Business Analyst to join our growing Patient Access & Reimbursement Services team. Reporting to the Sr. Director, the Sr. Manager CRM Business Analyst will be responsible for overseeing the vendor-supported CRM system that the myAgios® Patient Support Services team uses to manage patient and healthcare provider interactions. This position will be instrumental in establishing new and enhancing current business processes within the CRM to support our growing pipeline of products and services. We seek a patient-focused and systems-minded individual who can liaise with users, operational decision-makers and insight reporting-partners to capture and implement business requirements, while maintaining vigilance to the compliance rules for customer and patient interaction.

What you will do:

• Document and assist Market Access CRM users in defining business requirements, process maps/data flows for patient services operations, use cases and reporting needs
• Lead the development of CRM updates to improve operational efficiency.
• Develop systems to monitor operational oversight using CRM data.
• Work closely with Market Access and Commercial Operations & Analytics CRM users to build, refine and prioritize CRM requirements for pipeline product and access support
• Facilitates workshops with Market Access CRM users and cross-functional partners to understand business processes, gather requirements, identify solutions and support the documentation functional specifications
• Maintains a prioritized list of enhancement/change requests and timeline for deployment
• Collaborate closely with Market Access Leadership, Commercial Operations & Analytics, and other cross-functional departments to develop dashboards that focus on performance reporting and insight generation.
• Conduct analysis and documentation of existing CRM business processes; recommend and implement process improvements
• Lead the development of ad hoc reports within the Market Access CRM
• Maintain and enhance existing analytics to support improved operational oversight and performance reporting of market access data partners
• Partner with Commercial Operations & Analytics to support the implementation of commercial data governance, providing input as needed. Address data quality issues in Market Access and help implement solutions to ensure accurate and reliable data delivery.
• Coordinate CRM activities between Commercial Stakeholders, IT liaison & CRM vendor to implement changes and integrations with other data systems, including project management
• Support change management and governance activities by partnering with Market Access CRM users and Commercial Operations & Analytics to ensure new items are tested and implemented to meet the business needs
• Develops and authors test strategy, test plans and test cases and leads testing efforts including drive to issue resolution
• Leads user acceptance testing (UAT) design, planning, and script development to ensure solutions are ready for production deployment
• Builds strong relationships and trust within Market Access, Commercial Operations & Analytics and IT teams and acts as liaison to convey the needs of the Market Access CRM and key solution constraints or issues
• Escalate problems requiring immediate attention to appropriate management personnel across project workstreams
• Manage external partners regarding applications and enhancements in line with the overall company objectives and solution capabilities
• Provide support to Market Access CRM users, and Commercial Operations & Analytics or IT stakeholders to help drive business initiatives, including all phases of development lifecycle through end user training and adoption

What you bring:

• Bachelor's degree
• Minimum of 5 years of experience supporting / working within Patient Services or Market Access.
• Minimum of 2 years of experience in working on enhancements to CRM Systems such Salesforce.com and/or Veeva products.
• Experience supporting applications within the pharmaceutical/biotech industry (or equivalent).
• Demonstrated ability to manage several complex deliverables at the same time.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of commercial and IT Leaders/subject matter experts.
• Team player a must with strong collaboration and customer service orientation.
• Strong analytical skills required including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Knowledge of FDA regulations, GDPR, and/or HIPPA compliance is a plus.
• Demonstrated track record of leading with strong business acumen and a compliance mindset
• Ability to travel up to 20% in each calendar year for meetings, conferences, market research and business review(s).

Concerned that you don’t check off every box in the requirements listed above? Please apply anyway! At Agios, we value each other’s differences and recognize that teams thrive when everyone brings their unique experiences to the table. We are dedicated to building an inclusive, diverse, equitable, and accessible environment where all employees can bring their whole selves to work. If you’re excited about this role but your previous experience doesn’t align perfectly with the job description, we still encourage you to apply. You may be just the right candidate for this role or another opening!

Work Location:

Location Agnostic: Work location for this role is based on employee's individual preference. This role has the ability to be either remote in the US or hybrid in our Cambridge Headquarters. Hybrid schedules vary but are generally less than 3 days per week onsite and hybrid employees are expected to live within commutable distance to our Cambridge Headquarters. Remote employees work entirely from home except for attending Company sponsored events/ meetings. For employees who choose to work remotely, travel may be required for certain company events commensurate to the above job description.

What we will give you:

• Deliberate Development. Your professional growth as one of our top priorities.
• Flexibility. We’re all about individual needs. We embrace different perspectives, work styles, health and wellness approaches, care of families and productivity. When you’re at your best, we’re at our best.
• Premium benefits package. We invest in the health, wellbeing, and security of our people with a premium benefits package that is well-rounded and flexible to help meet the varied personal and professional needs of every member of our team. For more detail on the benefits we offer at Agios, visit the Inside Agios section of our website.
• Competitive and equitable performance-based compensation. This includes base salary and both short- and long-term incentives that are connected to our business strategy and vary based on individual and company performance.
• The current base salary range for this position is expected to be between $127,219 and $190,828 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills and proficiency, degree/education, and internal comparators.
• Psychological safety. We support an environment of fearlessness. We want you to share your ideas, speak candidly and take data-informed risks to help push the boundaries.
• Commitment to diversity. We strive to foster a welcoming workplace where everyone can thrive. We’re continuously looking to improve the inclusivity of our workforce.
• Commitment to community. We’re an active participant in the communities that surround us – the communities where we live, and the community of people and their loved ones in need of better treatment options for conditions that are often overlooked.

Interested in learning more about what makes our culture unique? Visit the Inside Agios section of our website.