Clinical Research Support Specialist

Veeva Systems, Inc.; Columbus (OH); Hybrid; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a talented Clinical Research professional to join its Clinical Support team. This exciting role involves providing global support for clinical products, troubleshooting critical issues, and ensuring client success. The company values flexibility, allowing you to work from home or in the office, fostering a thriving work environment. With a commitment to employee and customer success, this position offers the chance to make a significant impact in the life sciences industry. If you're passionate about problem-solving and have a desire to learn and grow, this opportunity is perfect for you.

Benefits

Medical insurance

Dental insurance

Vision insurance

Flexible PTO

Company paid holidays

Retirement programs

1% charitable giving program

Qualifications

• Familiarity with clinical trials operations and budget management principles.
• Experience in client support and technical troubleshooting.

Responsibilities

• Provide global support for Veeva Clinical products and troubleshoot critical issues.
• Document processes and interface with engineering and product teams.

Skills

Analytical mindset

Problem-solving

Communication skills

Team collaboration

Technical troubleshooting

Client support

Education

University Degree in relevant field

3 years relevant experience

Tools

Zendesk

Jira

Confluence

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 $2B 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

We are seeking a talented Clinical Research professional to join our Clinical Support team. You will be part of a young and exciting company that is recognized as the market leader in the SaaS space with our Industry Cloud for Life Sciences.

Our Clinical Support team is growing quickly. As a member of the team, you will be tasked with supporting our customers, as well as internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with Development and QA teams to diagnose, troubleshoot, and resolve complex issues. You will need to learn and adapt quickly, be persistent, and demonstrate 'out of the box' thinking.

This is a full-time job with optional on-call responsibilities for weekend coverage. You must be based and be eligible for employment in the United States.

What You’ll Do

• Provide global support covering all issues related to the Veeva Clinical products
• Learn about Veeva Clinical products and use that knowledge to ensure client success
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration
• Provide coordinated support for getting new releases and configuration changes into production
• Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds
• Be a client-facing representative of the Development and Product teams
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Interface with engineering, product management, and professional services when necessary

Requirements

• Familiarity with budget management principles or working knowledge of clinical trials operations (University Degree or 3 years relevant experience)
• Clinical research system knowledge (eISF, EHR, eTMF)
• The desire to learn new soft and technical skills
• Experience working closely across diverse teams
• Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations
• Fluent in English, both written and verbal
• Analytical mindset, a natural problem solver with a hands-on approach
• Ability to communicate effectively through multi-contact channels

Nice to Have

• Knowledge of Zendesk, Jira, and Confluence
• Support experience in 2nd or 3rd-line product support positions

Perks & Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

• Base pay: $40,000- $65,000
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.

#LI-Remote

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

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. 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].