Vault Quality Customer Success Manager (Remote)

Veeva Systems Philadelphia , PA 19107

Posted 3 months ago

At Veeva, we build enterprise cloud technology that powers the biggest names in the pharmaceutical, biotech, consumer goods, chemical & cosmetics industries. Our customers make vaccines, life-saving medicines, and life-enhancing products that make a difference in everyday lives. Our technology has transformed these industries; enabling them to get critical products and services to market faster. Our core values, Do the Right Thing, Customer Success, Employee Success, and Speed, guide us as we make our customers more efficient and effective in everything they do.

The Role

The success of our customers is Veeva's mission and our commitment, delivered by fostering a pro-active partnership and providing best-in-class services. Our Quality Customer Success Manager (CSM) team is specifically focused on the success of our Vault Quality Enterprise customers.

Our Quality CSMs are highly skilled individuals with strong life sciences industry experience and Quality Management Systems know-how. Combining our customer knowledge with product expertise, we help customers identify how to add value, adopt best practices, and drive industry transformation.

What You'll Do

  • Own a Customer Success strategy for Enterprise and emerging mid-sized life-sciences customers

  • Establish relationships and consistent touchpoints with assigned customer contacts

  • Effectively demo Vault capabilities including use-cases, best practices, challenges, and how to address known gaps

  • Guide customers on best practices to optimize consumption of Veeva releases (e.g. change management and validation)

  • Influence and drive change within customer organizations, including: governance consulting, key business process reviews, application reporting / adoption initiatives, feature enablement

  • Build and manage customer working groups and communities so that R&D customers have an avenue for peer-to-peer interactions and development of standards


  • Required 10+ years' experience working with life-sciences companies in the Quality domain with demonstrated understanding of drug development processes and technologies

  • Deep background in Computer Systems Validation

  • Proven track record of leading life-sciences software implementation projects as consultant, business analyst, or IT lead and/or business sponsor

  • Must be able to take complex business and software concepts and articulate them to an audience of varying perception levels

  • Ability to balance day-to-day project execution and long-term Customer Success within a fast-paced, collaborative team environment

  • Proven ability to work both independently and in teams in a dynamic, fast-moving environment

  • 5+ years in a consulting practice or technology firm

  • Comfortable and willing to participate in Professional Services project delivery

  • Ability to travel 25%

  • Bachelor's Degree

Nice to Have

  • Direct experience implementing /consulting on known Quality technologies - e.g. Vault Quality, Open Text, DXC FirstDoc, Master Control, TrackWise, Pilgrim, Documentum, SharePoint, and/or QUMAS

  • Participation in industry efforts outside of day-to-day job responsibilities

  • Detailed understanding of emerging Quality / Industry best practices, trends, and/or standards

Perks & Benefits

  • Flexible PTO

  • Allocations for continuous learning & development

  • Health & wellness programs


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.

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
Customer Success Manager


Posted 1 week ago

VIEW JOBS 8/15/2019 12:00:00 AM 2019-11-13T00:00 Job Title: Customer Success Manager Location: US, New York, New York City Role Overview: We're looking for a Customer Success Manager to manage our most strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills, strong business and technical acumen. The ideal candidate will work with CISO's and business leaders to understand their needs and map McAfee's security solutions or best practices. At the same time, the candidate will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing account management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills to make McAfee a world class customer success organization. Company Overview From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. McAfee helps businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously and collaboratively. For consumers, McAfee secures your devices against viruses, malware, and other threats at home and away. With the mission of capturing the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company's future by designing and building best in class cyber security solutions. About the Role: * Responsible for the management of a portfolio of client accounts to foster long-term business relationships * Ensure that the customer deployment and onboarding is completed in timely manner and customer is able to maximize value from the product * Increase customer satisfaction by understanding business needs, managing use case enablement plans and providing additional security solutions * Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations. * Ensure that Customer's technical issues are addressed in timely manner * Act as an escalation point to drive resolution in a timely, proactive manner * Drive Stickiness via conducting technical workshops, webinars, roadmap discussion and executive sponsorships. * Drive customer reference for existing customers and prospects * Deliver a proactive customer contact strategy to drive renewals, customer adoption, training, and revenue growth * Identify at-risk renewals and deliver on customer remediation plan * Monitor customer health to track usage and customer satisfaction * Forecast retention, renewal, and status for assigned accounts * Become the customer advocate to drive cross-functional teams across development, product management, and support * Comp TIA Security+ or CISSP certifications are a plus * Experience with McAfee solutions is preferred, but not mandatory. About You: * Experience as a Customer Success Manager * Proven experience in customer facing roles * Excellent customer relationship management skills * Outstanding communication, listening, and writing skills * Ability to problem solve and resolve client issues * Understanding of internetworking and Network security architecture, protocols in SAAS/PAAS model * Background in program/project management of large program (collection of many projects or customers) in cross-functional, cross-companies with consistency, and governance is a plus * Experience with Proxy/NGFW, SIEM, Messaging or Data Security technologies is a huge plus * Organized and reliable: able to work independently with little direction when necessary * Excellent organizational, presentation (in-person) and communication skills * Experience using Salesforce, Gainsight or other customer relationship tools Traits: * The ideal candidate is self-motivated, results oriented, passion about program development and management and is strategically adept * High integrity, excellent judgement — you'll have access to sensitive information and must treat it appropriately * Highly collaborative — you recognize the value of bringing people along * Intellectual curiosity — you're eager to learn new concepts; you're willing to admit you don't know certain things, will ask for help, roll up your sleeves, and learn * Self-aware — you aren't complacent when it comes to personal growth; you're receptive to feedback and eager to grow despite one's seniority * Sense of ownership — you have a mentality of "the buck stops with me" and always ask "what did I contribute to this situation?" * Low ego — you shouldn't be prone to thinking that a job is too small * Brave, adaptable, calm under pressure — you're unafraid to operate in high-pressure, chaotic situations Company Benefits and Perks: Our corporate culture and values are central to McAfee's philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring our true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work. Check out more: Careers & Life at McAfee. Perks may include: * Pension / Retirement Programs * Medical, Dental and Vision Coverage Programs * Paid Time Off * Support for Community Involvement Unleash your Power … Join our Talent Network: Posting Statement: McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Job Type: Experienced Hire Shift: Shift 1 (United States of America) Primary Location: US, New York, New York City Additional Locations: US, Florida, Jacksonville, US, Florida, Miami, US, Florida, Tampa, US, Georgia, Atlanta, US, Maryland, Baltimore, US, Massachusetts, Boston, US, New Hampshire, Nashua, US, North Carolina, Raleigh, US, Pennsylvania, Philadelphia, US, South Carolina, Columbia Mcafee Philadelphia PA

Vault Quality Customer Success Manager (Remote)

Veeva Systems