Senior Vault CRM Service Center PM — Remote

Veeva Systems, Inc.; Northern (KY); On-site; USD 120,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Flexible PTO

Retirement programs

1% charitable giving program

Job summary

Veeva Systems seeks a Senior Product Manager for Vault CRM Service Center to define the global service and contact center vision within the Vault CRM ecosystem. You will collaborate with the wider Vault CRM PM team to evolve AI agents, engagement channels, and related capabilities to meet the needs of service and contact center users.

You will own the roadmap, translate complex requirements into specifications, and work with UX, engineering, QA, and services to drive features from concept to

Qualifications

• 5+ years in product management for service/contact center or CCaaS software.
• Experience researching customer/market requirements to inform roadmaps.
• Experience building configurable enterprise SaaS solutions in Agile environments.
• Experience writing detailed user stories and maintaining a feature backlog.
• Proven track record collaborating with engineering/QA to define, design, and deliver.
• Ability to communicate architectural requirements and constraints.
• Experience with customers, development, and consulting teams, both local and remote.
• Ability to work independently in a fast-paced environment, with minimal supervision.
• Strong written and verbal communication skills; professional ethics.

Responsibilities

• Own the strategy and delivery of service/contact center functionality roadmaps.
• Collaborate with Vault CRM PM organization to integrate service center needs into core platform.
• Evangelize products as the subject matter expert for internal and external audiences.
• Translate service/contact center processes into detailed functional/technical specs.
• Partner with AI PM team to build agents for service center CRM use.
• Guide features from concept through global release and adoption.

Skills

5+ years product management

Service/Contact Center

CCaaS

Agile methodologies

Requirements gathering

Technical storytelling

Cross-functional collaboration

Excellent communication

Independent work

Ethics and professionalism

Tools

Enterprise SaaS

Job description

Veeva Systems seeks a Senior Product Manager for Vault CRM Service Center to define the global service and contact center vision within the Vault CRM ecosystem. You will collaborate with the wider Vault CRM PM team to evolve AI agents, engagement channels, and related capabilities to meet the needs of service and contact center users.

You will own the roadmap, translate complex requirements into specifications, and work with UX, engineering, QA, and services to drive features from concept to