CRM Excellence Manager

SetPoint Medical’s CRM Excellence Manager will lead and manage the software infrastructure strategy supporting market access for the first neuroimmune modulation therapy to treat rheumatoid arthritis in the US. As the first non-pharmacologic treatment for rheumatic disease, this disruptive technology has the potential to improve the lives of people living with chronic autoimmune disorders.

The CRM Excellence Manager serves a critical role on the market access team, as the driver of organization-wide CRM platform strategy and evolution. With the support of an experienced management team, industry-leading IT infrastructure and a corporate culture built on flawless execution, the CRM Excellence Manager will have the opportunity to set a new standard in the medical device industry for what a Market Access program can be.

In a fast-paced start-up environment, this role will need effective communication skills, the ability to excel under pressure, the ability to follow a task from start to finish, and excellent cross-functional team collaboration.

• Own the long-term strategic evolution of Courier Health, translating complex business needs from market access, sales, sales operations, finance and patient navigation teams into technical capabilities.
• Serve as the primary internal liaison with Courier Health, ensuring progress across all ongoing initiatives and ensuring the platform continuously serves SetPoint's growth.
• Extend vendor management to additional technology vendors as the ecosystem grows.
• Partner with teams to identify bottlenecks in the patient journey (e.g., time-to-therapy, onboarding friction, data tracking) and design structural, tech-driven solutions to streamline operations.
• Drive the execution of multiple parallel strategic and vendor projects, acting as the operational bridge between involved teams.
• Define and track key performance metrics (e.g., time-to-therapy, onboarding cycle time, data completeness) to measure program effectiveness.
• Partner with sales/training teams to ensure materials reflect current platform capabilities, workflows, and data structures.
• Establish data governance standards, SOPs, and system compliance rules to maintain high data integrity as the user base expands.

• 4-6+ years of experience working with ERP/CRM/Patient Navigation Platforms or EMRs, specifically aligning business process to platform capabilities.
• Ability to manage complex projects, delegate and build teams, either with direct reports are in a matrixed organization.
• Experience with claims follow-up for commercial and governmental payers.
• Awareness of, or ability to quickly learn, the medical device sales process and KPIs to evaluate success.
• Knowledge of the key patient and account value drivers in the care delivery pathway and how to align systems to the internal processes to meet those needs.
• Experience with HIPAA compliance standards for covered entities.

• Successfully build relationships with Courier Health software teams and third party vendors.
• Ability to manage complex projects impacting multiple stakeholders and business process functions.
• Manage complexity and re-prioritize work efforts to drive efficiency and outcomes.
• Ability to understand trends, identify issues and develop corrective actions.
• Ability to thrive in a fast-paced, dynamic startup environment, with a willingness to adapt to changing priorities and market conditions.
• Passion for improving patient outcomes and a commitment to the company's mission and values.

• Comfortable working in a sitting position and performing repetitive tasks.
• Ability to perform routine physical tasks, including lifting to 15 pounds.

This position is remote but may require occasional travel up to 20%, including travel to Company Headquarters in Valencia CA.

SetPoint Medical is a commercial-stage medical technology company dedicated to improving care for people living with chronic autoimmune diseases.

Department: Market Access
Reports To: Sr. Manager, Market Access
FLSA Status: Exempt
Location: Remote

$150,000 - $175,000, depending on experience

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Candidates must have and maintain authorization to work within the United States as a condition of employment.

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