Manager, CRM & Customer Engagement

Manager, CRM & Customer Engagement

The salary range for this position is between $130k and $160K. Actual salary at the time of hire may vary and may be above or below the range based on various factors, including, but not limited to, the candidate's relevant qualifications, skills, and experience. The company also currently offers a Long-Term Incentive Plan (cash plan) of 15% base salary, annual performance bonus target of 15% base salary (subject to meeting plan requirements) and comprehensive benefits.

Position Summary

The Manager, CRM & Customer Engagement will be a hands-on member of the US Commercial Excellence (COMEX) Platforms Team. Reporting to the Senior Director, Commercial & Medical Platforms, they will lead the delivery, support, and continuous improvement of technology solutions to enable teams and enhance interactions and deepen engagement with healthcare professionals and other key customer stakeholders. Partnering closely with sales, market access, marketing, COMEX, medical affairs, finance, legal and compliance, and global information technology (IT) functions, this individual will help advance critical business applications that support business strategies and align with local best practices and Global platform architecture standards and roadmap.

Key Responsibilities

• Manage end-to-end support and change management of Veeva CRM/Network, Veeva Link, and Salesforce Marketing Cloud platforms and internal and 3rd party data interfaces
• Supervise and facilitate timely resolution of platform incidents, service requests, and support inquiries in coordination with managed services partners and global IT teams
• Collaborate with COMEX and marketing teams to enhance and maintain educational resources and deliver impactful technology training to drive system adoption, process consistency, and accountability
• Partner with cross-functional stakeholders to understand their business objectives and priorities, document detailed requirements and user stories, perform process and systems analysis, and lead functional design, testing, and on-time delivery of process optimization and systems enhancements
• Serve as US market lead in strategic, global, multi-year CRM and customer engagement ecosystem transformation program
• Collaborate with managed services partners and global IT colleagues to optimize US platform support and change management operating models, where appropriate
• Partner with US colleagues to support identification and facilitate delivery and testing of Veeva Vault PromoMats enhancements to optimize Legal, Medical, and Regulatory (LMR) review processes and CRM and digital content publishing in accordance with US industry best practices
• Partner with marketing, medical communications, and digital agency partners to establish digital asset management capabilities and optimized content development operating models, where appropriate
• Partner with marketing and digital agency partners in the implementation and continuous improvement of integrated customer Next Best Action/Engagement (NBA/NBE) platform
• Stay informed of relevant emerging platform features and new technologies and guide business partners on opportunities to reinforce enablement strategies and outcomes
• Represent the department in cross-functional projects to ensure that operations and digital interests and requirements are considered
• Manage vendor relationships including platform managed services partners, ensuring satisfactory service levels, delivery excellence, and adoption

Qualifications, Career Experience and Skills

A combination of relevant education and applicable job experience will be considered.

• Education & Experience
  • Bachelor's degree in computer science, information systems, engineering, or related field
  • 5+ years of progressive experience in business systems analysis, project management, or consulting roles
  • Proven technical proficiency with CRM and/or omnichannel customer engagement platforms, data, and integration (e.g., Veeva CRM, Salesforce.com, Salesforce Marketing Cloud, Veeva Vault Campaign Manager, Veeva Vault PromoMats, digital web properties, and media)
  • Strong understanding of commercial operations, digital marketing, and/or medical operations business processes within the pharmaceutical, biotechnology, healthcare or life sciences industry
  • Strong business analysis skills including business and functional requirements definition, business process design, and functional specifications
  • Demonstrated ability to execute technology projects within regulated environments and controlled change management frameworks
  • Strong understanding of customer (HCP, HCO, Affiliations) master data management (MDM) concepts, data stewardship processes, and operational data quality and governance frameworks
  • Hands-on experience with Veeva Network platform and Veeva OpenData customer reference data a plus
  • Hands on experience with Veeva Align, Veeva Events Management, and Veeva MyInsights and/or X Pages content delivery a plus
• Professional Skills
  • Excellent analytical and problem-solving skills with strong attention to detail
  • Strong verbal and written communication skills with ability to explain and document technical concepts to non-technical stakeholders
  • Excels in business process optimization and business requirements gathering with a focus on how to build scalable systems and processes
  • Customer focused with demonstrated cross-functional collaboration skills and the ability to understand business needs and implement sustainable solutions
• Leadership Skills
  • Operational driver with continuous improvement and delivery excellence mindset
  • Proven ability to prioritize and manage multiple projects involving cross-functional teams in a fast-paced, dynamic environment while maintaining attention to detail, quality, and deadlines
  • Ability to build rapport, establish credibility, and partner effectively with cross-functional teams
  • Vendor engagement, management, and negotiation skills

Ethics and Compliance

• Demonstrates the highest level of ethics, integrity, trust while acting with courage and candor
• High accountability for your actions and results and ability to ensure a high level of commitment to the success of the organization, your peers and customers
• Operates in compliance with all applicable regulations and professional standards at all times

Travel

• The ability to travel up to 10%, including overnights, as dictated by business need and attend all company sponsored events/meetings/conferences

Values & Behaviors

• Live Entrepreneurship: Plan for long-term growth and build a future business predicated on innovation
• Patient Centric: Deliver innovation for patients and challenge each other to improve patient outcomes
• Join Forces: Seek diverse input, collaborate across all functions, and leverage resources from global partners
• Act with Integrity: Apply ethical standards, encourage transparency, and embrace diversity and inclusivity
• Drive Performance: Create an atmosphere that nurtures teamwork in order to enable high performance and sustainable growth

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