Customer Success Manager - Clinical Operation
China - Shanghai
Product Management & Alliances – 443-Sales R&D Asia /
Full-Time /
On-site
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
Veeva is looking for a Customer Success Manager (CSM) to join our team in China, focused on ensuring the success of our customers utilizing Veeva Clinical Operations. We are seeking proactive individuals with deep life sciences expertise who are eager to help customers maximize the value of their Veeva solutions.
As a key member of our CSM team, you will work closely with customers, acting as a trusted advisor for their Veeva Clinical Operations initiatives. In this role, you will be responsible for fostering strong customer relationships, understanding their success criteria, and guiding them in adopting best practices to achieve their business goals with Veeva Clinical Operations. You willl proactively identify opportunities for improvement, drive solution adoption, and ensure our customers gain maximum value from their investment. Additionally, you will proactively track necessary feature enhancements related to Chinese regulatory requirements and collaborate with the Product Manager team to gather product feedback from customers.
This is a full-time permanent role based in our Shanghai or Suzhou office. This is a highly customer-facing position, and while your primary work location will be the Shanghai or Suzhou office, you should be able to travel to customer sites as needed within China.
What You’ll Do
- Serve as a trusted advisor for a portfolio of key customers utilizing Veeva Clinical Operation solutions in China building strong relationships with their application owners and strategic stakeholders
- Understand customer strategic objectives and challenges related to their operations and the use of Veeva Clinical Operation, ensuring their success and maximizing the value they derive from our solutions
- Proactively track and understand necessary feature enhancements and collaborate closely with the Product Manager team to gather product feedback from customers in China
- Provide strategic guidance to customers on best practices for Veeva Clinical Operation helping them streamline their processes and achieve their business goals
- Act as the primary liaison between the customer and various Veeva teams (Account Partner, Product, Managers, Services) to address customer needs and ensure a seamless experience
- Facilitate cross-customer connections within the Chinese sciences industry for collaboration opportunities and industry learning
- Communicate effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences. This includes delivering product updates, demonstrating new features, and articulating the value proposition of Veeva Clinical Operation enhancements
Requirements
- 5+ years of experience in a Life Sciences environment, either in a consultative, functional role/ lead, or 3+ years of experience using Veeva Products
- Engaging communication skills with the ability to effectively convey complex ideas and build rapport with customers
- Proven ability to build relationships with key customer stakeholders at multiple levels, fostering trust and partnership
- Focus on cross-functional collaboration to meet customers where they are and address their unique needs and challenges
- Strong analytical and presentation skills, with the ability to interpret data and deliver compelling presentations to internal and external audiences
- Demonstrates empathy and natural curiosity in supporting, administering, and using technical solutions to translate the customer’s perspective
- Ability to travel up to 50% for onsite customer meetings and Veeva events, as needed
Nice to Have
- Experience in clinical operation within a Life Sciences, Sponsor or CRO company
- SaaS/ Cloud experience in the management of Clinical Operation Systems
- Life Science, computer science, or related Business degree
Perks & Benefits
- Veeva Giving. Financial contributions for the societal causes you’re passionate about
- Health & wellness programs
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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.
