Customer Success Manager
China - Beijing
Product Management & Alliances – 704-R&D Comm PM /
Full-Time /
On-site
The Role
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 China SFA customers to increase the value they get from China SFA. 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 China SFA team is not a team of Account Managers who know little product. It is a team of strategic consultants who know how to identify areas of improvement and have the consulting background to be able to drive progress.
What You’ll Do
- 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 China SFA investment & identify efficiency and effectiveness gains (process & tools)
- Promote awareness of the latest innovations Veeva is releasing
- Providing China SFA program/release management best practices
- Increase the ROI customers get from China SFA
- Assist in managing an account team that will include sales, services, products, 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 analytical 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
- Experience in working with Account teams
- University Degree
- Fluent in English
Nice to Have
- Pharma CRM experience
- Direct experience with China SFA implementations
- Pharma Company Stakeholder connections
Perks & Benefits
- 2% Learning
- Fitness Fee
