Veeva has been investing in customer success since the founding of the company. To further expand these efforts, Veeva is now establishing a Customer Success Management (CSM) team that will 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 across China. As founding members 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.
Responsibilities
Aligning with key customer CRM stakeholders across IT, SFE, Digital, MKT and other business stakeholders 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
Assist in managing an account team that will include sales, services, product and support.
Requirements
Excellent client facing skills and proven track record of establishing themselves as a strategic trusted advisor to clients
Strong written and verbal presentation skills
Rich and solid Pharma industry knowledge
Strong analytic skills
Demonstrated years of IT or commercial excellence (SFE, Digital Marketing etc.) related consulting experience (delivery/implementation)
Self-starter who is able to own the ongoing success of both large and small clients and extremely well organized
