Customer Success Manager - CRM Suite

Veeva Systems, Inc.; San Francisco (CA); Hybrid; USD 75,000 - 115,000; Full time

Benefits offered by this job

Medical insurance

Flexible PTO

Retirement programs

Charitable giving

Job summary

Veeva Systems, Inc. is seeking a CRM Customer Success Manager who combines life sciences industry experience with strong CRM consulting skills. You will collaborate with product, support, sales, services, and consulting teams to maximize Veeva investments for strategic customers.

This role requires 7+ years in CRM consulting, the ability to influence change, and strong data interpretation. You will travel up to 15% and may work from home or in the office, embracing our Work Anywhere model.

Qualifications

• 7+ years of Veeva CRM, Vault CRM, or other CRM consulting experience (delivery/implementation).
• Proven track record as a strategic, trusted advisor to customers with ability to influence change.
• Ability to articulate and present complex concepts to Business and IT audiences.
• Strong ability to analyze and interpret customer data and requirements.
• Self-starter who can own ongoing success of customer assignments.
• Ability to travel up to 15%.
• Must be located in and legally authorized to work in the United States.

Responsibilities

• Engage proactively with customers and understand initiatives, goals, milestones, and culture.
• Align with stakeholders across Commercial and Medical to strengthen CRM management.
• Educate customers about CRM products, services, and operating model.
• Evaluate how customers manage Veeva CRM investment and identify gains.
• Demonstrate CRM capabilities, use-cases, best practices, and address gaps.
• Act as product liaison to feedback customer intelligence to the roadmap.
• Guide customers on best practices to optimize releases and governance.
• Influence and drive change within customer organizations.

Skills

CRM strategy

Stakeholder management

Analytical thinking

Presentation skills

Travel flexibility

Self-starter

Tools

Veeva CRM

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

At Veeva, our CRM Customer Success Managers (CSMs) are strategic consultants - not traditional account managers. Combining life sciences industry experience with technical aptitude, you will collaborate with internal product, support, sales, services, and business consulting teams to help clients maximize their Veeva investments.

In this role, CSMs influence change and drive progress for Veeva’s most strategic customers using a data-driven and consultative approach.

What You'll Do

• Engage proactively with customers and maintain a clear understanding of their initiatives and goals, success criteria, milestones, and culture
• Align with key stakeholders across Commercial and Medical to establish a stronger CRM management program
• Educate customers about our CRM products, services, and operating model
• Evaluate how customers manage their Veeva CRM investment and identify efficiency and effectiveness gains
• Demonstrate CRM capabilities including use-cases, best practices, challenges, and how to address known gaps
• Act as product team liaison to bring back customer captured intelligence and help influence the Veeva product roadmap
• Guide customers on best practices to optimize the consumption of Veeva releases (e.g. governance and change management)
• Influence and drive change within customer organizations

Requirements

• 7+ years of Veeva CRM, Vault CRM, or other CRM consulting experience (delivery/implementation)
• Proven track record as a strategic, trusted advisor to customers having the ability to influence change
• Ability to interpret, articulate, and present complex customer concepts to varying audiences (Business and IT)
• Strong ability to process, analyze, and interpret customer information, such as product utilization data and customer requirements
• Self-starter who is able to own the ongoing success of customer assignments
• Ability to travel up to 15%
• Must be both located in and legally authorized to be employed in the United States

Nice to Have

• Life Sciences industry expertise (Biotechnology, Pharmaceutical, and/or Medical Device and Diagnostics)
• Experience with Veeva Vault or CRM implementations in heavily-regulated industries (e.g., finance/banking, oil/energy, chemicals, agriculture/food products)
• CRM Program management

Interviewing with Veeva

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

• Within 3 days, you will receive a link to a personality assessment administered by a third party.
• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.
• If moving to the interview stage, the process is as follows:
  1. A conversation with the hiring manager
  2. A practical case exercise
  3. 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: $75,000 - $115,000
• 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].