CRM Operations Specialist

Amgen; Lisboa; Hybrid; EUR 33,000 - 45,000; Full time

Job summary

Amgen is seeking a CRM Operations Specialist to provide first-line support for Veeva CRM and related business questions across Outside US with a focus on ELMAC. You will collaborate with stakeholders and IT to distinguish business requests from defects, handling data loads, exports, surveys, and user setups.

You will document outcomes, improve processes, and help onboard new Business Analysts while maintaining up-to-date guides and reference materials.

Qualifications

• Experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Understanding of CRM business processes.
• Strong communication, customer support, data management, and process skills.
• Ability to work across regional and cross-functional teams and distinguish business questions from technical defects.

Responsibilities

• Serve as a first point of contact for CRM questions, clarifying requests, providing guidance, resolving issues where possible, and documenting outcomes.
• Handle operational requests such as data loads and validation, exports, survey setup, territory, user and product setup support, key message operations, and batch invalidation.
• Follow approved procedures, templates, and quality checks to ensure accurate and consistent execution.
• Investigate recurring issues, identify root causes, and suggest longer-term fixes or process improvements.
• Prepare clear communications for the CRM Community during broad CRM issues or outages, coordinating with the appropriate teams.
• Support the onboarding of new Business Analyst (BA) users and gradually take ownership of the onboarding process.
• Keep how-to guides, procedures, training and reference documents up to date and aligned with release guidance.
• Use approved automation and AI-enabled tools where appropriate to improve efficiency and consistency.
• Contribute to self-service resources, reusable documentation, process improvements, and team projects when service workload allows.

Skills

CRM operations

Data management

Communication

Sales operations

Cross-functional collaboration

Tools

Veeva CRM

Salesforce

Job description

**CRM Operations Specialist****LIVE****WHAT YOU WILL DO**As a CRM Operations Specialist, you will provide first-line support for Veeva CRM business and operational questions across Outside US (OUS), with a focus on ELMAC. You will help users resolve requests, support key business processes, improve how the team works, and keep the CRM community informed and enabled.You will partner with business stakeholders and the CRM team, who will provide guidance on complex questions and escalations. You will also help distinguish business and operational requests from technical defects or system development needs, routing these to the appropriate IT or product teams.**The responsibilities of the role will include:*** Serve as a first point of contact for CRM and related business-process questions, clarifying requests, providing guidance, resolving issues where possible, and documenting outcomes.* Handle operational requests such as data loads and validation, exports, survey setup, territory, user and product setup support, key message operations, and batch invalidation.* Follow approved procedures, templates, and quality checks to ensure accurate and consistent execution.* Investigate recurring issues, identify root causes, and suggest lasting fixes or process improvements.* Prepare clear communications for the CRM Community during broad CRM issues or outages, coordinating with the appropriate teams.* Support the onboarding of new Business Analyst (BA) users and gradually take ownership of the onboarding process.* Keep how-to guides, procedures, training and reference documents up to date and aligned with release guidance.* Use approved automation and AI-enabled tools where appropriate to improve efficiency and consistency.* Contribute to self-service resources, reusable documentation, process improvements, and team projects when service workload allows.**WIN****WHAT WE EXPECT OF YOU**Our ideal candidate is a clear communicator and customer-focused problem solver who can manage operational requests carefully, work well across teams, and spot opportunities to make processes easier and more consistent.Minimum requirements* Experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.* Understanding of CRM business processes.* Strong communication, customer support, data management, and process skills.* Careful attention to detail and quality.* Ability to work across regional and cross-functional teams and to distinguish business questions and operational requests from technical defects or enhancements.Preferred Requirements:* Experience with Veeva CRM or Salesforce.* Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance.* Experience creating or maintaining procedures, training materials, or user guidance.* Interest in using automation or AI-enabled tools to improve business processes, in line with approved practices.**THRIVE****WHAT YOU CAN EXPECT OF US*** Vast opportunities to learn, develop, and move up and across our global organization.* Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act.* Generous Amgen Total Rewards Plan comprising healthcare, finance, wealth, and career benefits.* Flexible work arrangements.**APPLY NOW**Objects in your future are closer than they appear. Join us.**CAREERS.AMGEN.COM****EQUAL OPPORTUNITY STATEMENT**Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation..**Salary Range**33,271.55 EUR - 45,014.45 EUR