Quality Customer Success Manager (Remote)

New York - New York City /
Services – 432-Sales R&D CSM NA /
Full-Time
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. This is a remote position.

What You'll Do

    • Own a Customer Success strategy for Enterprise and emerging mid-sized life-sciences customers
    • Establish relationships and consistent touchpoints with key customer stakeholders across IT and the Business to establish a strong Veeva Quality program 
    • 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)
    • Evaluate how customers are managing their Vault Quality investment and identify efficiency and effectiveness gains
    • Effectively influence and drive change within customer organizations
    • Build and manage customer working groups and communities so that our customers have an avenue for peer-to-peer interactions and development of best practices

Requirements

    • At least 7 years’ experience working with life-sciences companies in Quality and manufacturing with demonstrated understanding of drug development processes and technologies
    • Proven ability to translate between IT and Business stakeholders to ensure business goals are achieved 
    • Track record of leading life-sciences software implementation projects as 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
    • 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 knowledge
    • 21 CFR Part 11 and/or GxP domain knowledge

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
#LI-Remote

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.