Manager, Veeva CRM PlatformUS-Remote-Based Position SummaryWe have an exciting new opportunity for a remote-based Veeva CRM Platform Manager. This is a full-time salaried position with a comprehensive benefits package, including 401(k), company-funded long-term and short-term disability, paid time off, paid holidays, medical, dental, vision, and more.
The Manager, Veeva CRM Platform will serve as a business-facing technology leader responsible for platform strategy, client solution delivery, governance, administration, managed services, and innovation across Amplity's Veeva capabilities. This leader will partner closely with internal stakeholders, clients, vendors, and cross-functional teams to deliver reliable, scalable, and client-focused CRM platform services.
Essential Duties and ResponsibilitiesPlatform Strategy and Product Management- Define the Veeva Vault platform vision and roadmap aligned with Amplity's Client Systems and Services strategy.
- Evaluate new Veeva capabilities and develop client-facing service offerings, including value, business impact, cost, resource needs, and implementation plans.
- Manage the feature backlog, release roadmap, and platform enhancement priorities.
Client Solution Delivery- Lead solution design for new client implementations on Veeva Vault CRM and related products.
- Standardize implementation methodologies, deployment templates, solution designs, playbooks, and reusable accelerators.
- Build integrations, as needed, with other Client Systems service offerings, Amplity's client data lake, and analytics environment.
Platform Governance and Administration- Establish governance for platform configuration, security, releases, compliance, and best practices.
- Ensure platform stability, quality, scalability, and operational consistency.
- Support administration, release management, optimization, and production support services.
Commercial and Medical Operations Enablement- Design and support capabilities for territory management, targeting, alignment, customer master data, and field force effectiveness.
- Support Veeva Territory Designer, Veeva Align, and related commercial and medical operations workflows.
- Build a robust reporting model utilizing X-Pages and related reporting capabilities.
Managed Services Development- Develop Amplity's Veeva managed services offering, including administration, release management, platform support, and optimization services.
- Create operating procedures, service-level expectations, documentation, and pricing model inputs.
- Partner with Client Services to promote Veeva managed services and provide online client-facing information, including release notes, operating procedures, and key platform updates.
Vendor and Partner Management- Manage technical and product relationships with Veeva, implementation partners, and third-party service providers.
- Oversee vendor performance, issue resolution, and relationship management.
Release and Validation Management- Coordinate Veeva releases, regression testing, user acceptance testing, and production readiness.
- Develop release plans, test strategies, validation documentation, and production readiness checklists.
Innovation and AI Strategy- Evaluate emerging Veeva capabilities and AI-enabled features, including Vault AI, that may improve commercial execution and client value.
- Own the AI roadmap, innovation backlog, business cases, and pilot initiatives related to Veeva platform capabilities.
Stakeholder and Client Engagement- Serve as the primary business-facing technology leader for Veeva solutions.
- Partner with Sales, Client Solutions, Commercial Operations, Medical Operations, and clients to align technology with business objectives.
- Develop and deliver executive presentations, client solution proposals, roadmap reviews, and stakeholder communications.
Operational Excellence, Budget, and Leadership- Establish key performance indicators, support metrics, knowledge management, and continuous improvement initiatives for platform operations.
- Participate in annual budget planning and track spend against budget for assigned platform activities.
- Provide leadership, mentoring, coordination, and development support to assigned team members or project resources.
- Manage assigned projects, including scope, objectives, timelines, resources, reporting, execution, and value creation.
Primary Platform ResponsibilitiesPrimary Platforms- Veeva Vault CRM, including Commercial, Medical, Patient, Vault AI, and X-Pages.
- Veeva CRM, including legacy environments where applicable.
- Veeva ecosystem connected services, as applicable, including Network, OpenData, Engage, CLM, Approved Email, Align, Territory Designer, and Events Management.
Supporting Platforms- Microsoft Power BI.
- Microsoft Power Platform.
- Azure DevOps.
- Microsoft Teams and SharePoint.
- Freshservice Service Management Platform.
Integration Responsibilities- Reporting and analytics platforms.
- Commercial data providers, such as IQVIA, Symphony, MedPro, and Definitive.
- Client data warehouses.
- Identity and access management.
- NICE CXone, where applicable.
- Patient hubs, client portals, and other integrations as determined.
This role is responsible for helping design, launch, and support client services across the following areas:
- CRM platform services, including Veeva CRM managed services, Vault CRM implementation and migration, CRM administration, platform optimization, release management, and production support.
- Commercial operations services, including territory management, territory realignment, Veeva Align administration, targeting and segmentation, customer master data, HCP/HCO data stewardship, call planning, and cycle planning.
- Client enablement, including user onboarding, end-user training, change management, adoption monitoring, documentation, and knowledge management.
- Reporting and analytics collaboration, including CRM reporting requirements, KPI definition, dashboard requirements, commercial analytics, and field force effectiveness metrics.
- Innovation initiatives, including AI-enabled CRM capabilities, next best action, commercial automation, and platform optimization.
Required Experience- A minimum of 8 years of experience in CRM, commercial platforms, or commercial technology within the pharmaceutical, biotechnology, life sciences, or healthcare industry. 12 years or more preferred.
- 5+ years of hands-on experience with Veeva CRM or Veeva Vault CRM, including Veeva Llign, Network, Open Data, Engage, and Approved Email.
- Leading CRM implementations, platform administration, or managed services.
- Working with Commercial Operations, Sales Operations, or Medical Affairs organizations.
- Partnering with business stakeholders, technology teams, and external vendors.
- Supporting multiple pharmaceutical clients in a consulting, CRO, CSO, or client services environment.
- Building reusable implementation methodologies, playbooks, and service accelerators.
- Excellent written and verbal communication skills.
- Effective with executive-level and client-facing engagement.
- Strong client relationship management skills.
- Ability to translate business needs into practical, scalable technology solutions.
- Must be able to work within U.S. time zones, US Eastern and Central time zone residents preferred
- Direct engagement with internal business partners, clients, and vendors is required.
CertificationsRequired- Veeva Vault CRM Administrator certification.
Preferred- Vault AI and X-Pages certification or relevant experience.
- Veeva Align certification or relevant experience.
- Microsoft Certified: Power BI Data Analyst Associate.
- Microsoft AI Fundamentals.
Subject Matter Expertise- Deep understanding of pharmaceutical commercial operations.
- Veeva CRM functional expertise.
- Commercial field force processes and Medical Affairs workflows.
- Territory management and alignment.
- Targeting and segmentation.
- CRM product management.
- Client consulting and solution design.
- Business process optimization and change management.
Technical and Product Expertise- Veeva Vault CRM.
- Veeva Align.
- Veeva Network.
- CRM integrations and APIs.
- Power BI fundamentals.
- Working knowledge of SQL.
- Azure DevOps or other Agile delivery tools.
Leadership and Business Skills- Product ownership.
- Project management.
- Vendor management.
- Cross-functional leadership.
- Strategic planning.
- Financial and commercial acumen.
- Team leadership and mentoring.
