Customer Success Manager - CRM Suite

Veeva Systems is a mission-driven industry cloud company serving life sciences organizations. The Customer Success Manager will act as a strategic consultant for CRM customers, helping them maximize their Veeva investments through customer engagement, CRM program guidance, product education, data analysis, and change management.

Responsibilities:

• Engage proactively with customers and maintain a clear understanding of their initiatives and goals, success criteria, milestones, and culture
• Align with key stakeholders across Commercial and Medical to establish a stronger CRM management program
• Educate customers about our CRM products, services, and operating model
• Evaluate how customers manage their Veeva CRM investment and identify efficiency and effectiveness gains
• Demonstrate CRM capabilities including use-cases, best practices, challenges, and how to address known gaps
• Act as product team liaison to bring back customer captured intelligence and help influence the Veeva product roadmap
• Guide customers on best practices to optimize the consumption of Veeva releases (e.g. governance and change management)
• Influence and drive change within customer organizations

Requirements:

• 7+ years of Veeva CRM, Vault CRM, or other CRM consulting experience (delivery/implementation)
• Proven track record as a strategic, trusted advisor to customers having the ability to influence change
• Ability to interpret, articulate, and present complex customer concepts to varying audiences (Business and IT)
• Strong ability to process, analyze, and interpret customer information, such as product utilization data and customer requirements
• Self-starter who is able to own the ongoing success of customer assignments
• Must be both located in and legally authorized to be employed in the United States
• Life Sciences industry expertise (Biotechnology, Pharmaceutical, and/or Medical Device and Diagnostics)
• Experience with Veeva Vault or CRM implementations in heavily-regulated industries (e.g., finance/banking, oil/energy, chemicals, agriculture/food products)
• CRM Program management