Customer Success Manager - CRM Suite

Veeva Systems, Inc.; United Kingdom; Remote; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision, and basiclife

Flexible PTO and company paid holidays

Retirement programs

Maternity & Paternal Leave

Fitness Reimbursement

1% charitable giving program

Job summary

Veeva Systems is seeking a CRM Customer Success Manager to strategize with life sciences clients, combining industry knowledge with technical insight to maximize Veeva investments.

Based in Europe, you will collaborate with product, support, sales, services and business consulting teams, travel up to 15%, and work from home or in the office in a flexible, Work Anywhere environment. You will influence roadmaps, educate customers on CRM capabilities, and lead governance during releases.

Qualifications

• 7+ years of Veeva CRM, Vault CRM, or other CRM consulting experience.
• Proven track record as a strategic, trusted advisor to customers who can influence change.
• Ability to interpret, articulate, and present complex customer concepts to Business and IT audiences.
• Strong ability to process, analyze, and interpret customer information such as product utilization data and customer requirements.
• Self-starter who can own the ongoing success of customer assignments.
• Ability to travel up to 15%.
• Based in Europe with ability to work across time zones.

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.

Skills

CRM consulting

Strategic advisor

Stakeholder comms

Time-zone coordination

Travel up to 15%

Europe-based

Job description

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

At Veeva, our CRM Customer Success Managers (CSMs) are strategic consultants - not traditional account managers. Combining life sciences industry experience with technical aptitude, you will collaborate with internal product, support, sales, services, and business consulting teams to help clients maximize their Veeva investments.

In this role, CSMs influence change and drive progress for Veeva’s most strategic customers using a data-driven and consultative approach.

What You’ll Do

• 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
• Ability to travel up to 15%
• Based in Europe (with ability to work across time-zones)

Nice to Have

• 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

Perks and Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• Maternity & Paternal Leave
• Fitness Reimbursement
• 1% charitable giving program

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• If moving to the interview stage, our process is as follows:
  1. A conversation with the hiring manager
  2. A personality assessment
  3. A practical case exercise
  4. A final conversation with our group's Senior Leader
• Once all interviews are complete, the manager will be in touch with a final decision.

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

As an equal opportunity employer, Veeva is committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms. Gender, race, ethnicity, religion, politics, sexual orientation, age, disability and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams.

If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [e-mail].