Commercial Services CRM Manager

Remote; San Francisco (CA); Hybrid; USD 100,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, vision

Flexible PTO

Retirement programs

1% charitable giving program

Job summary

Veeva Systems is seeking a Practice Manager for our CRM team to lead Vault CRM projects across North America. This role focuses on building high-performing teams, shaping hiring strategy, and optimizing service delivery to drive customer success.

You will mentor consultants, manage organizational structure, and help scale commercial services while developing value propositions to avoid commoditization. Flexible work from home or office.

Qualifications

• Proven ability to build and manage customer relationships, escalations, and consultant situations.
• Excellent communication and interpersonal skills; experienced mentor.
• Able to source and attract candidates who fit Veeva culture.
• 10+ years of work experience with demonstrated growth.

Responsibilities

• Lead & Scale CRM Projects: own Vault CRM projects and scale operations.
• Customer relationships: manage enterprise and strategic accounts.
• Organizational Optimization: lead CRM team structure and matrixed model.
• Strategic Team Management: staff migration and commercial projects efficiently.
• Drive Business Growth: champion new value propositions for Commercial Services.

Skills

CRM leadership

Stakeholder management

Mentoring

Recruiting

Communication

Customer relationships

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 $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

About Veeva: Veeva is the leader in cloud-based software for the global life sciences industry. We are committed to innovation, speed, and customer success, empowering companies from the largest pharmaceutical giants to emerging biotechs to bring life-saving medicines to patients faster.

Opportunity: We're seeking a CRM Leader and Manager for our North America Commercial Services team. This leadership role is responsible for driving the success of our Vault CRM projects across North America, optimizing our service delivery, and significantly contributing to the growth and evolution of our commercial services offerings within the life sciences sector.

The Role: Veeva is seeking a Practice Manager for our CRM team. This role is ideal for a proven leader and mentor with a passion for building successful teams and ensuring customer success. You will be instrumental in leading our CRM team, shaping our hiring strategy, and managing key operational processes.

What You'll Do

• Lead & Scale CRM Projects: 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

• Customer relationships: Build and maintain strong customer relationships with select enterprise accounts in addition to strategic smaller accounts

• Organizational Optimization: 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

• Strategic Team Management: 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

• Drive Business Growth & Value: 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

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.