Technical Customer Success Manager

Veeva Systems Parsippany , NJ 07054

Posted 2 months ago

Company Information

Be a part of the future of cloud at one of the fastest growing and profitable companies in enterprise software. Veeva is experiencing rapid growth and strong demand as the cloud software market is evolving toward industry-specific, cloud solutions. Veeva topped the Fortune Future 50 list of U.S. companies poised for breakout growth and was listed as one of the fastest growing companies among Forbes Fast Tech 25.

We build innovative SaaS solutions that span CRM, content management, and data for the life sciences industry. Our more than 675 customers ranging from emerging biotechs to the largest global pharmaceutical companies including Bayer, Lilly, Merck, and Novartis.

We are driven by our core values: do the right thing, employee success, customer success, and speed. We are innovators, collaborators, and thought leaders out to create and bring to market solutions that help our customers improve and extend human life.

Job Description

Veeva has been investing in customer success since the founding of the company. To further expand these efforts, Veeva has establishing a Customer Success Management (CSM) team that will work alongside our product, sales and services teams to help customers achieve even higher levels of success.

The Customer Success Manager will provide strategic guidance to named Veeva customers to increase the value they get from Veeva's Master Data Management software (Veeva Network). In addition, the CSM team will identify and promote best practices for the management of a SaaS MDM program.

We are looking for members of this team to work with Veeva's valued customers across North America. As a key member of the Veeva Network CSM team, you will help to develop the specific strategies, tactics and processes that will make this team truly valuable to ongoing customer success.

To help calibrate the expectations of this team, the Veeva Network CSM team is not a team of Account Managers that know a little product. It is a team of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.


  • Align with key customer MDM stakeholders across IT and Business to establish a strong MDM program

  • Evaluate how customers manage their Veeva Network investment & identify efficiency and effectiveness gains

  • Promote awareness of the latest innovations Veeva is releasing

  • Providing Veeva Network program/release management best practices

  • Increase the ROI customers get from Veeva Network

  • Be a customer advocate for ongoing product innovation


  • Experience related to Master Data Management, Data Warehousing, Customer Success, or CRM

  • Proven track record as a trusted advisor to clients

  • Ability to communicate technical information with business relevance to both technical and business audiences

  • Excellent verbal and written communication skills

  • Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption

  • Self-starter who is able to own the ongoing success of both large and small clients

  • Knowledge of the Pharmaceutical / Life Sciences industry

Nice to Have

  • Direct experience with Veeva Network Implementations

  • Experience in Data Governance and/or Data Stewardship

  • Experience with Customer Success Programs

  • MDM Program Management

  • Background in a customer facing role with the intent of improving the customer's experience with software


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Priority Customer Success Manager

Citrix Systems Inc.

Posted 4 weeks ago

VIEW JOBS 3/21/2019 12:00:00 AM 2019-06-19T00:00 We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU! Job Description: As the Priority Customer Success Manager, you will work with a small number of our most strategic Customers as they move their Citrix relationship to the Citrix Cloud suite of products. As part of the Citrix team assigned to that customer your ultimate goal is to ensure your customers are actively using, expanding and renewing their Citrix Cloud subscriptions. You'll do this by focusing on success planning, adoption and expansion managements strategies as you take on the role of Customer's strategic adviser for how their Citrix subscriptions helps them achieve short and long term desire outcomes. Primary Duties / Responsibilities: * Be a trusted adviser with customer stakeholders and executive sponsors to manage the customer experience, drive Citrix Cloud adoption and ensure the customers are leveraging the solution to achieve full business value across the lifetime of the Cloud subscription * Responsible for creating policies and procedures that optimize the customer experience. May gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices. * Manage and nurture customers to identify and eliminate risk of attrition, partner with internal teams to recommend solutions and remediation in order to ensure successful renewals * Coordinate Citrix resources to ensure the right focus and technical resources are being applied to maximize customer success activities, including working closely with the TAM, Sales, and Engineering and product management teams. * Apply the proven Customer Success methodology to lead them through all phases of the implementation journey. Jointly responsible for the Success plan for Priority customers * Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment * Responsible for delivering on key organizational metrics along with reporting at an individual and portfolio level on Customer success activities and key success measures. * Analyze and assess complex processes and systems of customer's business to ensure solution will meet the needs of the end users * Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active use * Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities * Create customer adoption benchmarks and forecasts based on defined business use cases * Mentor and coach others to ensure we are reaching all customers with a consistent and high level of service Qualifications: * Customer relationship management experience – large/complex enterprise, customer-facing, and executive level customer relationship and account management experience desired * Professionalism and confidence to work closely with, and advise, senior executives * Excellent problem solver, ability to work cross-functionally to deliver results * Ability to work both independently and collaboratively, think creatively and take on challenges, and proactively solve problems to successfully deliver projects * BS/BA required; 6 + years' experience in Customer Success management (or related discipline) with a proven record of successful delivery of SaaS customer implementations, management or support * Excellent communicator both orally and in writing * Highly organized and able to multi-task * Self-driven and proactive nature * Knowledge of customer service practices * Travel as needed to visit and work on-site with customers (up to 50% on-site with customers). #LI-MC1 Functional Area:Customer Success Management About us: Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we're all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You'll enjoy our workstyle within an incredible culture. We'll give you all the tools you need to succeed so you can grow and develop with us. Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications. Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at for assistance. If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications. ","industry":"Customer Success Management","title":"Priority Customer Success Manager","datePosted":"2019-03-20T00:00:00","occupationalCategory":"Professional Services/Cloud Adoption","@context":""}Priority Customer Success Manager in Parsippany, New Jersey, United States of America | Professional Services/Cloud Adoption at citrix Job Description Share this Opportunity Citrix Systems Inc. Parsippany NJ

Technical Customer Success Manager

Veeva Systems