CRM Business Operations Senior Associate

Amgen; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Amgen seeks a Senior Associate to provide first-line Veeva CRM and business support, covering JAPAC with focus on Outside US. The role combines ticket resolution with broader process support, onboarding, and continuous improvement, working closely with the CRM team.

You will balance daily requests with project work, ensuring accurate responses and adherence to established procedures. Pharma knowledge is an advantage, and collaboration with stakeholders is key.

Qualifications

• Graduation and 5–9 years of experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Understanding of CRM processes; Veeva CRM or Salesforce experience preferred.
• Strong communication, customer support, data management, and process skills, with attention to detail.
• Ability to distinguish business questions from technical requests and work across regional teams.
• Knowledge of territory alignment, customer data, surveys, cycle planning, field processes, compliance, or data governance is an advantage.
• Pharma experience is an added advantage.

Responsibilities

• Provide first-line CRM and business support as the initial contact for CRM questions.
• Handle CRM service requests: data loads, exports, metadata setup, territory and user onboarding, and outputs.
• Identify recurring issues and propose permanent fixes or process improvements.
• Onboard and enable new Business Analyst users; update training materials with releases.
• Use automation and AI-enabled tools to improve efficiency and documentation.
• Support team projects like CRM Scan or Field Excellence Summit preparations.

Skills

CRM knowledge

Veeva/Salesforce

Communication

Data management

Process improvement

Cross-functional collaboration

Pharma experience

Education

Graduation

Tools

Veeva CRM

Salesforce

Job description

Key responsibilities

• First-line CRM and business support — Serve as the first point of contact for CRM and related business‑process questions. Clarify the request, provide guidance or resolve it where possible, document the outcome, and involve CRM team colleagues for advice or escalation when needed.
• Operational requests — Handle CRM service requests such as data loads and validation, exports, metadata‑driven and survey setup, territory, user and product setup support, key message operations, and batch invalidation. Follow approved procedures, templates, and quality checks.
• Recurring issues and communication — Identify recurring problems, investigate root causes, and propose permanent fixes or process improvements. Initiate and prepare clear communications to the CRM Community for broad CRM issues or outages, coordinating with the appropriate teams.
• Business analyst onboarding and enablement — Participate in onboarding new Business Analyst (BA) users and gradually take ownership of the onboarding process. When new how-to guides or procedures are created, ensure related training and reference documents are updated consistently. Keep materials aligned with guidance for each release.
• Efficiency and improvement — Use automation and AI‑enabled tools, where appropriate and approved, to improve efficiency and consistency. Contribute to self‑service, reusable documentation, and process improvements.
• Project support — Participate in team projects when service workload allows, such as CRM Scan or Field Excellence Summit preparations.

Qualifications and capabilities

• Any Graduation and 5-9 years of Experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.
• Strong communication, customer support, data management, and process skills, with careful attention to detail and quality.
• Ability to distinguish business questions and operational requests from technical defects or enhancements, and to work across regional and cross-functional teams.
• Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.
• Pharma experience is an added advantage.

The Senior Associate provides first-line support for Veeva CRM business and operational questions across Outside US (OUS) with focus on JAPAC. The role combines request resolution with broader business process support, continuous improvement, community communication, and user onboarding. The role works closely with the CRM team, which can advise on complex questions and escalations.

Role balance and collaboration Ticket and request resolution remains a core responsibility, alongside the business support and improvement work above. The role is not dedicated exclusively to tickets; priorities and project participation are balanced with incoming demand. The Senior Associate partners with business stakeholders and the CRM team, and routes technical defects or system development needs to the appropriate IT or product team.

Measures of success Timely, accurate support; improved first‑time‑right execution and reduced repeat issues; clear communication during broad CRM issues; smooth BA onboarding; current guidance and training materials; and practical improvements in efficiency and user experience.

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

For more information, visit www.amgen.com and follow us on www.twitter.com/amgen