Commercial Services CRM Manager

Veeva Systems, Inc.; Boston (MA); Hybrid; USD 100,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, vision, and basiclife

Flexible PTO and company paid holidays

Retirement programs

1% charitable giving program

Job summary

Veeva Systems, Inc. is seeking a CRM Leader and Manager for our North America Commercial Services team. This leadership role drives Vault CRM implementations, scales operations, and guides a high-performing team to ensure customer success across enterprise accounts.

You will shape recruitment, manage consultants, and optimize the CRM professional services function. Join a Work Anywhere culture and help grow strategic value for customers and our Commercial Services group.

Qualifications

• Proven ability to build and manage customer relationships, escalations, and consultant situations.
• Mentor with excellent communication and interpersonal skills.
• Ability to source, assess, and attract candidates that fit within the Veeva culture.

Responsibilities

• Own Vault CRM projects and scale operations to meet demand while ensuring high customer satisfaction.
• Build and maintain strong relationships with select enterprise accounts and strategic smaller accounts.
• Lead and optimize the organizational structure for the full CRM suite and manage CRM consultants in a matrixed model.
• Manage the CRM Professional Services team and staff projects effectively while shaping talent development in Commercial Services.
• Contribute to scaling the commercial services business and develop new value propositions to avoid commoditization.

Skills

CRM leadership

Team leadership

Stakeholder management

Mentorship

Communication

Tools

Vault CRM

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

We are seeking a CRM Leader and Manager for our North America Commercial Services team. This critical leadership role is responsible for driving the success of our Vault CRM implementations across North America, optimizing service delivery, and significantly contributing to the growth and evolution of commercial services. As a proven leader and mentor with a passion for building high-performing teams and ensuring customer success. You will be instrumental in guiding our CRM team, shaping our strategic hiring, and managing key operational processes.

What You’ll Do

• Own and ensure the success of Vault CRM projects owned by your team, scaling operations to meet customer demand, ensuring high customer satisfaction, and continuously incorporating lessons learned for future improvements
• Build and maintain strong customer relationships with select enterprise accounts in addition to strategic smaller accounts
• Lead and optimize the organizational structure for the full CRM suite, directly managing a team of CRM consultants. Drive the adaptation of the team towards a more matrixed working model across various services and business consulting functions
• Effectively manage and optimize across the CRM Professional Services team, scaling teams up and down to efficiently staff all migration and other commercial projects. Make informed changes to the to align with and achieve goals across the broader Commercial business. Shape how we hire and develop talent within Commercial Services
• Contribute directly to scaling commercial services business and champion new value propositions for the Commercial Services team, ensuring our services remain strategic and avoid becoming a "commodity."

Requirements

• Proven ability to successfully build and manage customer relationships, escalations, and consultant situations
• Recognized mentor with excellent communication and interpersonal skills
• Ability to source, assess, and attract candidates that fit within the Veeva culture
• 10+ years of work experience with consistent advancement and demonstrated growth

Interviewing with Veeva

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

• Follow the application process and submit your resume.
• 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.

Perks & Benefits

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

Compensation

• Base pay: $100,000 - $200,000
• 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.

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].