Business Technology Solutions Manager - Patient Strategy & Services

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS.
We are looking for experienced leaders with strong Patient Support Services (PSS) and Salesforce CRM/PRM implementation expertise to lead large, complex patient services transformation programs. This role is accountable for end-to-end delivery, solution development, team leadership (including contractors and techno-functional specialists), and growth of new client programs.
The Manager sits at the intersection of strategy, solution architecture, delivery execution, and business development, working closely with senior client stakeholders, ZS leadership, and multi-disciplinary delivery teams.
The ideal candidate brings hands-on implementation experience, a proven ability to build and lead diverse delivery teams, and demonstrated success in selling and scaling new programs across global life sciences clients.
What You'll Do

1. Program Leadership & Delivery Ownership

• Own end-to-end delivery of large-scale Patient CRM / PRM implementations on Salesforce Health Cloud and Life Sciences Cloud, from discovery through go-live and hypercare.
• Lead multiple workstreams across enrollment, case management, reimbursement, patient engagement, nurse educator workflows, and AI-enabled capabilities.
• Establish delivery governance including scope, roadmap, release planning, risk management, quality assurance, and executive reporting.
• Ensure solutions are scalable, compliant, and reusable across brands, markets, and therapeutic areas.

1. Solution Development & Architecture Leadership

• Lead solution development by shaping end-to-end functional and technical designs in partnership with solution architects and engineering leads.
• Drive key design decisions across Health Cloud data models, service processes, integrations, security, and extensibility patterns.
• Ensure alignment between business objectives, Salesforce platform capabilities, and long-term client technology strategy.
• Champion an OOTB-first, accelerator-driven approach to improve speed-to-value and consistency across programs.

1. Team Leadership & Resource Management

• Build, lead, and mentor diverse delivery teams, including ZS consultants, offshore/onshore resources, contractors, and specialized techno-functional 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 the senior client advisor, engaging with executive stakeholders across business, IT, operations, and compliance.
• Lead executive-level workshops to define future-state operating models, KPIs, governance structures, and transformation roadmaps.
• Advise clients on best 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 programs within existing and new client accounts.
• Lead or significantly contribute to pursuits, RFPs, and proposals, including solutioning, scope definition, estimates, resourcing models, and delivery approach.
• Partner with ZS leadership to grow long-term client relationships and expand PSS technology footprint.
• Contribute to development of reusable assets, accelerators, and thought leadership to support go-to-market efforts.

1. Data, Integration & Insights Leadership

• Provide oversight on integration strategy across HUB vendors, specialty pharmacies, EMR partners, and broader patient ecosystems.
• Guide data and reporting strategy for therapy initiation, adherence, operational performance, and patient outcomes.
• Ensure analytics and insights are embedded into solution design to support decision-making and continuous improvement.

What You'll Bring

• 10-14 years of experience in technology consulting, with significant hands-on Salesforce implementation experience.
• Proven track record leading end-to-end CRM/PRM implementations, preferably on Salesforce Health Cloud or Life Sciences Cloud.
• Strong background in life science/pharma essential. Experience and exposure to pharma patient services is preferable. This includes HUB operations, reimbursement, specialty therapies, oncology, or rare disease programs.
• Demonstrated experience managing large, diverse teams, including contractors and specialized techno-functional roles.
• Proven ability to sell, scope, and grow new programs with senior client stakeholders.
• Excellent leadership, communication, and executive-level presentation skills.

Preferred Qualifications

• Salesforce certifications: Health Cloud Consultant, Life Sciences Cloud, or Architecture certifications.
• Experience working with large global pharma clients across multi-brand and multi-market programs.
• Exposure to AI-driven, agentic, or automation-led workflows in patient services or CRM ecosystems.

At ZS, your growth matters. We offer a comprehensive total rewards package that supports your health and well-being, financial future, time away, and professional development. With robust skills-building programs, multiple career progression paths, internal mobility, and a deeply collaborative culture, you'll have the opportunity to do meaningful work, expand your capabilities, and thrive as part of a global community . For details on total rewards in India , visit ZS India office locations | Where we work | ZS .