At Veeva, we build enterprise cloud technology that powers the biggest names in the pharmaceutical, biotech, consumer goods, chemical amp; 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 RoleThe success of our customers is Veeva's mission and our commitment, delivered by fostering a proactive partnership and providing best-in-class services. Our Safety Customer Success Manager (CSM) team is specifically focused on the success of our Vault Safety customers.
Our Safety CSMs are senior-level individuals with strong life sciences industry experience and PV 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 stakeholders
- Provide product expertise that is sufficient to effectively demo Vault capabilities including use-cases, best practices, challenges, and how to address known gaps
- Guide customers on best practices to optimize the 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 our customers have an avenue for peer-to-peer interactions and the development of best practices
Requirements
- Minimum 7 years of experience working with life sciences companies in the Drug Safety and Pharmacovigilance domain with demonstrated understanding of drug development processes and technologies
- Strong knowledge of Drug Safety and Pharmacovigilance processes and regulations
- Direct experience implementing/consulting on known PV technologies or safety databases - e.g. ArisGlobal LifeSphere Safety and Oracle Argus
- Proven track record of leading software implementation projects as a consultant, business analyst, 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
- Proven ability to translate between IT and Business stakeholders to ensure business goals are achieved
- Ability to balance day-to-day project execution and long-term Customer Success within a fast-paced, collaborative team environment
- Ability to travel 25%
- Bachelor's Degree or equivalent experience
Nice to Have
- Participation in industry efforts outside of day-to-day job responsibilities
- Detailed understanding of emerging PV / Industry best practices, trends, and/or standards
- 21 CFR Part 11 and/or GxP domain knowledge