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Building the Industry Cloud for Life Sciences

Feb, 27

Fully Remote

Business/ Sales




Resources to find a job

Customer Success Manager

Veeva is a mission-driven organization that aspires to help our customers in Life Sciences and Regulated industries bring their products to market, faster. We are shaped by our values: Do the Right Thing, Customer Success, Employee Success, and Speed. Our teams develop transformative cloud software, services, consulting, and data to make our customers more efficient and effective in everything they do. Veeva is a work anywhere company. You can work at home, at a customer site, or in an office on any given day. As a Public Benefit Corporation, you will also work for a company focused on making a positive impact on its customers, employees, and communities.

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 Customer Success Management (CSM) team works alongside our Product, Support, Sales, and Services teams to focus our customers to increase the value they get from Veeva solutions.

Our CSMs are highly skilled individuals with a deep, technical knowledge of our products. CSMs are engaged with customers, regardless of size, and maintain a clear understanding of customer success criteria, milestones, culture, and corporate goals. By combining our customer knowledge with product expertise, we help customers identify areas of improvement, develop best practices, and drive industry transformation.

Successful candidates for this role will have significant technical consulting experience and/or CSM experience in a technical setting. Demonstrated experience in content management and/or Life Sciences would be preferable.

Opportunities are available across Europe for this role and the position can be managed remotely. There are options to work from our Veeva offices (once travel restrictions are lifted), and the successful candidate must be legally authorised to be employed in the EU.

What You’ll Do
Align with customers across IT and business to promote strategic focus and strong program management
Evaluate how customers manage their Veeva commercial content investment and identify efficiency and effectiveness gains
Educate customers on Veeva products to optimize best practices and consumption of Veeva solutions (e.g. change management and validation)
Act as the internal advocate for customer success and business requirement fulfilment
Analyse customer data and usage metrics in order to provide insight against industry benchmarks, identify process improvements and drive change

Significant experience (5+years) in a technical consulting or CSM role, interpreting customer requirements and challenges to develop product and application solutions
Experience using and/or implementing content management software within an agency setting or Life Sciences organization (experience with Zinc MAPS or Vault PromoMats/MedComms an advantage)
Proven understanding of complex product capabilities, use-cases, best practices and challenges and ability to articulate these to an IT and Business audience
Strong analytical skills; ability to process and interpret product utilization data, in order to help drive adoption and make process improvements
Understanding of customer success metrics and industry benchmarks. Proven ability to create, communicate and execute on a success plan an advantage
Ability to build and maintain strong customer relationships including setting clear meeting cadence with key contacts focused on increasing product adoption
Ability to adjust to changing priorities and handle multiple projects at once
Nice to Have

Understanding of DAM, MLR review, and EU regulatory requirements
Experience working in Life Sciences
Detailed understanding of emerging industry best practices, trends, and/or standards
Experience performing software demonstrations or conducting training
Fluent in another Foreign Language than English (French or German preferred)
Perks & Benefits

Allocations for continuous learning & development
Health & wellness programs
Veeva charitable giving program
Employee development program
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms. Gender, race, ethnicity, religion, politics, sexual orientation, age, disability and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams.