Miles Martin
Digital Director
East Windsor,NJ
Summary
Accomplished Director of Digital Technology at Pfizer Biopharmaceuticals, specializing in Salesforce Health Cloud CRM and omnichannel solutions. Proven track record in enhancing patient services and operational efficiency, leading agile teams to deliver strategic digital transformations. Expert in stakeholder management and process improvement, driving significant revenue growth and optimizing service delivery.
Overview
20
20
years of professional experience
3
3
Certification
Work History
Director of Digital Technology, Patient Services CRM & Hub Solution Delivery
Pfizer Biopharmaceuticals
Collegeville, Pennsylvania
10.2020 - Current
- Directed strategy and implementation of omnichannel solutions for 1.5 million patients via Salesforce Health Cloud CRM.
- Developed and executed CRM and Hub platform strategies aligned with business and compliance requirements.
- Led strategic product ownership for U.S. Salesforce Health Cloud, collaborating with four agile teams on product roadmap.
- Established scalable roadmap for 40 commercial brands through engagement with four internal and five external HUB partners.
- Streamlined operational processes and optimized field reimbursement workflows using Agentforce and Life Science Cloud projects.
- Created Generative AI agents to enhance intake enrollment, adherence, and benefits administration.
- Implemented digital self-service portals to improve patient enrollment and healthcare provider support programs.
- Managed operational $1.8M and capital budgets of $5M for Digital projects, ensuring timely delivery.
Senior Manager, Digital Technology U.S. Revenue Management & Market Access
Pfizer Biopharmaceuticals
Peapack, New Jersey
09.2017 - 09.2020
- Product Owner linking stakeholders and technical teams to develop digital solutions for US Trade Revenue Management, managing cloud CRM, IVR voice services, and BI platforms overseeing $21B in commercial revenue orders.
- Directed digital operations for three U.S. call centers using Omnichannel SAP C4C CRM and NICE inContact, enhancing service delivery by 20%.
- Implemented Salesforce U.S. Price Management platform per DEA regulations and operationalized Pfizer's Controlled Substance Order Management system.
- Led DSA tracking system implementation, improving accountability for KPIs related to $240M annual supply chain wholesaler contracts.
- Managed Microsoft Dynamics CRM implementation for U.S. Customer Service Teams, enhancing knowledge management and improving call center efficiency.
- Served as Client Partner to boost operational efficiency, reduce costs, and manage teams overseeing $5M capital projects.
Program Manager, Revenue Management & U.S. Market Access
Pfizer Biopharmaceuticals
Peapack, New Jersey
07.2013 - 08.2017
- Collaborated with technology, compliance, and commercial teams to design regulatory-compliant solutions and integrate data governance strategies.
- Spearheaded data integration projects, enhancing real-time decision-making and customer service through advanced analytics.
- Developed best practices for system adoption and SDLC change management, ensuring seamless platform upgrades.
- Managed budgets, schedules, and resources for digital programs during acquisitions and divestiture, aligning product launches with project timelines.
- Served as product owner for Digital US Trade PMO, creating project plans and conducting risk assessments to ensure timely completion.
Education
Bachelor of Science - Management Information Systems
Ramapo College of New Jersey
Mahwah, NJHarvard University - Harvard Business Impact, Pfizer EDGE Strategic Leadership
Skills
- Salesforce Health Cloud CRM
- CRM strategy and management
- Digital transformation
- Agile project management
- Omnichannel solutions
- Microsoft Dynamics CRM
- Data visualization with Tableau
- Analytics with Power BI
- Cardinal Sonexus Hub coordination
- Sonexus Health pharmacy operations
- Cencora / LASH Hub management
- IQVIA CoPay and claims management
- Infinitus AI solutions
- WIPRO Medpath AE drug safety
Certification
- Certified Six Sigma Green Belt, Rath & Strong
- Certified Advanced Product Owner, Scrum Alliance
- Certified Scrum Master, Scrum Alliance
- Agile Project Management, Lean Portfolio Manager, SAFe
Executive Leadership Development
- Harvard University, Harvard Business Impact
- Pfizer, EDGE Strategic Leadership
Timeline
Director of Digital Technology, Patient Services CRM & Hub Solution Delivery
Pfizer Biopharmaceuticals
10.2020 - Current
Senior Manager, Digital Technology U.S. Revenue Management & Market Access
Pfizer Biopharmaceuticals
09.2017 - 09.2020
Program Manager, Revenue Management & U.S. Market Access
Pfizer Biopharmaceuticals
07.2013 - 08.2017
Bachelor of Science - Management Information Systems
Ramapo College of New Jersey
Harvard University - Harvard Business Impact, Pfizer EDGE Strategic Leadership
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