Customer Success Manager - CRM Suite

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 cultureAlign with key stakeholders across Commercial and Medical to establish a stronger CRM management programEducate customers about our CRM products, services, and operating modelEvaluate how customers manage their Veeva CRM investment and identify efficiency and effectiveness gainsDemonstrate CRM capabilities including use-cases, best practices, challenges, and how to address known gapsAct as product team liaison to bring back customer captured intelligence and help influence the Veeva product roadmapGuide 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 changeAbility 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 requirementsSelf-starter who is able to own the ongoing success of customer assignmentsAbility to travel up to 15%Based in Europe (with ability to work across time-zones)
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
Perks and Benefits
Medical, dental, vision, and basic life insuranceFlexible PTO and company paid holidaysRetirement programsMaternity & Paternal LeaveFitness Reimbursement1% charitable giving program
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:
A conversation with the hiring managerA personality assessmentA practical case exerciseA final conversation with our group's Senior LeaderOnce all interviews are complete, the manager will be in touch with a final decision.