Job Description

General/Position Summary

The North America Commercial Operations CRM Field Operations Team is looking for an Associate Director, CRM Field Operations to ensure continued customer centricity and success. The Associate Director, CRM Field Operations plays a critical role between the cross-section of sales and marketing and a close partnership with other business functions. The primary responsibility of this position will be to support designated BU HQ and Field teams with the continuous improvement of the customer relationship management (CRM) system.

The Associate Director, CRM Field Operations will be responsible for defining and prioritizing implementation and enhancements across the Veeva CRM platform that support Sales and Marketing. This role will partner cross-functionally to ensure Vertex provides capabilities and support needed from our systems to enable outstanding customer engagement. They will align our IT services and solutions to the business strategy to streamline and scale customer engagement activities.

Key Duties & Responsibilities

• Drives CRM strategy and innovation, partnering with IT on new capabilities, best practices, and CRM maturity to enable our field teams for efficiency and success
• Owns and drives the NA Commercial Sales & Marketing roadmap of annual CRM priorities based on anticipated business needs for designated BUs
• Works with IT counterparts to build requirements and manage the agile workflow in JIRA
• Responsible for approving & prioritizing development work based on business priorities and user feedback
• Proactively identifies and communicates potential new improvements to platforms, leverages subject matter expertise to support both Sales & Marketing in identifying opportunities for improvement and communicating complex technical solutions to business problems
• Work closely with IT to oversee end-to-end sprint management activities and support IT by addressing business related changes throughout the implementation process
• Manages the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira
• Provides implementation support including validation of business requirements and User Acceptance Testing (UAT)
• Partners with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.
• Works with Veeva Align team to ensure correct account hierarchy and set up in Align flows into Veeva CRM.
• Works with Marketing partners on projects that need Veeva CRM integration. Eg: Approved email templates, CLM and training content on iPad, Website - Veeva Integration, Veeva batch emails, etc
• Aligns priority decisions with IT business partners, cross-functional teams, business stakeholders & leadership team members
• Serves as subject matter expert for the CRM (Veeva) as well as well versed in understanding the varying business processes and supporting technology used amongst the business team
• Trains end-users (e.g. field & marketing teams) on utilizing new technology & supports adoption

Required Knowledge/Skills

• Deep experience implementing/running technology adoption across global Commercial systems
• Experience working with on and offshore vendor partners within an Agile framework
• Strong JIRA & Confluence experience
• Knowledge of business processes and operations within a Commercial biopharma environment
• Exceptional stakeholder management, communication, problem solving, and presentation skills
• Strategic mindset; ability to identify process improvement opportunities and then deliver them
• Ability to work independently and navigate ambiguity across various levels of an organization
• Ability to travel domestically, as needed

Required Experience

• 8+ years of direct experience with Veeva CRM
• 3+ years of technology related project management experience

Required Education Level

• 10+ years in life sciences

Pay Range:
$164,400 - $246,600

Disclosure Statement:

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.

At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation:
On-Site Designated

Flex Eligibility Status:

In this On-Site designated role, you will work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

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