Vault Quality Customer Success Manager

Veeva Systems Inc   •  

San Francisco, CA

Industry: Enterprise Technology

  •  

11 - 15 years

Posted 55 days ago

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 Role


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

Requirements

  • Required 10+ years' experience working with life-sciences companies in the Quality domain withdemonstrated 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%
  • Bachelor's Degree

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 & Benefiits

  • Flexible PTO
  • Allocations for continuous learning & development
  • Health & wellness programs