Veeva [NYSE: VEEV] is the leader in cloud-based software for the global life sciences industry. Committed to innovation, product excellence, and customer success, our customers range from the world’s largest pharmaceutical companies to emerging biotechs. Veeva’s software helps our customers bring medicines and therapies to patients faster.
We are the first public company to become a
Public Benefit Corporation. As a PBC, we are committed to making the industries we serve more productive, and we are committed to creating high-quality employment opportunities.
The Role
The Customer Success Manager will provide strategic guidance to customers to increase the value they get from Veeva Commercial cloud solutions and keep customers successful long-term with our products by ensuring customers are up to date on releases, best practices, and existing functionality.
With a deep understanding of our products and our customers, you need to establish a good relationship with customers as their trusted advisor and promote ongoing improvement, incorporating a data-driven approach, to ensure Veeva products continue to be an appreciating asset.
You need to be an expert who knows how our products are actually being used, in customer-context, and feed industry trends back to Veeva teams to make our products better.
In addition, as a member of the CSM team, you will contribute to developing the specific strategies, tactics, and processes that will make the team truly valuable to ongoing customer success.
What You'll Do
- Contribute day-to-day Customer Success operations to ensure projects are running efficiently and that customers are “live and happy”
- Develop and execute account plans for target accounts, build relationships and independently lead customer engagements
- Understand customer’s success criteria through the optimal key stakeholder management
- Identify opportunities to add ongoing value for customers on Veeva Commercial cloud solutions
- Build and share “Best practices” in defined subject areas
- Support to manage the user group, named “Veeva Club”, and motivate key customers to become the membership and participate actively
- Lead cross-functional teams’ collaboration to ensure accurate and timely service delivery to customers
Requirements
- 5+ years of experience in Pharma CRM or Commercial content, three years of which have been in Commercial Excellence or IT roles
- Working knowledge of the Japanese local commercial pharma industry or experience working at a local pharma company
- Experience to take complex client and vendor concepts and explaining them to an audience of varying perception levels
- Good project management, presentation, communication, and persuasion skills to influence internally or externally as an expert
- Self-starter who can plan and execute customer success management
- Business level communication in both Japanese and English
Nice to Have
- Direct experience with Veeva CRM implementations
- CRM integration project management
- CSM experience in SaaS application in the pharma industry
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.
