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 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%
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
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.