Technical Success Manager

Customer Success Management Parsippany, New Jersey


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 Summary
Veeva has been investing in customer success since the founding of the company. To further these efforts, Veeva is now expanding our Customer Success Management (CSM) team. We 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 CRM customers to increase the value they get from Veeva CRM. In addition, the CSM team will identify and promote best practices for the management of a SaaS CRM program.
We are looking for members of this team to work with Veeva's most strategic customers. As a member of the 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 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.

Successful candidates have Veeva or salesforce.com CRM related consulting experience (delivery/implementation).

Responsibilities:
  • Aligning with key customer CRM stakeholders across IT and Business to establish a stronger CRM management program
  • Evaluate how customers manage their Veeva CRM investment & identify efficiency and effectiveness gains (process & tools)
  • Promote awareness of the latest innovations Veeva is releasing
  • Providing Veeva CRM program/release management best practices
  • Increase the ROI customers get from Veeva CRM
Requirements:
  • Demonstrated years of Veeva or salesforce.com CRM related consulting experience (delivery/implementation)
  • Proven track record of establishing themselves as a strategic trusted advisor to clients
  • Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
  • Strong written and verbal presentation are essential
  • 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
  • Local to job posting location
  • Bachelor's Degree
Nice to Have:
  • Direct experience with Veeva CRM implementations
  • Pharma CRM experience
  • CRM Program management

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.

We don’t accept candidates from recruiters or placement agencies. If you have a candidate interested in Veeva, they should apply directly below or at careers@veeva.com. For more information regarding this policy click here.