Veeva Vault CRM Support Specialist

Description:

Veeva Vault CRM Support Specialist

9 Months (possible extension)

Philadelphia, PA

Description:

Role Summary
We are seeking an experienced Veeva CRM Business Support Specialist for a longer-
term role dedicated to ensuring the successful adoption and continuous improvement of
our commercial CRM platform. The ideal candidate will possess deep expertise in
Veeva Vault CRM, a strong understanding of the business context in a life sciences
commercial environment, and the ability to translate business needs into technical
solutions. In this role, you will act as a critical bridge between our field teams and
technical support, driving issue resolution and enhancing system functionality.

Key Responsibilities
1. Business Analysis & Stakeholder Liaison
Act as the primary point of contact for field teams to understand,
document, and translate their feedback and requirements for the technical
team.
Analyze what field teams are asking for and reporting to provide the
necessary business context, ensuring technical solutions appropriately
address the core need.
Serve as a bridge between business stakeholders (Field Teams,
Commercial Operations) and technical teams (IT, Engineering) to facilitate
clear communication and alignment.

2. Advanced Issue Resolution & System Enhancement
Go beyond initial triage to own and drive complex issues toward
resolution, performing root cause analysis on system defects, user errors,
and data discrepancies.
Proactively identify opportunities for system and process improvements
based on recurring issues and user feedback.
Configure and adjust system settings, permissions, security profiles, and
page layouts to better meet evolving business needs.

3. User Enablement & Strategic Guidance
Assist commercial field teams with inquiries related to call reporting,
sample management, content presentation, and overall platform
navigation.

Collaborate with training teams to develop robust support materials (job
aids, FAQs, best practice guides) that address knowledge gaps and
promote effective system use.
Contribute to the long-term CRM roadmap, supporting continuous
releases and enhancements.
4. Cross-Functional Collaboration & Reporting
Partner with IT, Commercial Operations, Veeva Managed Services, and
vendor technical teams to drive rapid issue resolution and project
execution.
Maintain logs detailing incident volumes, resolution status, and recurring
trends to inform strategic decision-making.
Participate in regular meetings to report on system stability, priority open
items, and progress on enhancement initiatives.

Requirements and Qualifications
Essential Qualifications
Veeva Vault CRM Expertise: Direct, hands-on experience supporting,
configuring, or administering Veeva Vault CRM.
Business Acumen in Life Sciences: Deep understanding of commercial
operations within pharmaceuticals or biotechnology, including field team
workflows (e.g., call logging, CLM, Approved Email, target lists) and the business
context behind them.
Technical Translation Skills: Proven ability to understand and articulate business
challenges and translate them into actionable requirements for a technical
audience.
Advanced Troubleshooting: Strong proficiency in diagnosing configuration issues,
data model anomalies, sync errors, and integration touchpoints, and driving them
to resolution.
Ticketing Systems: Experience with enterprise ticketing tools such as Service
Now, JIRA, or Zendesk.
Desirable Certifications & Skills
Veeva Vault Administrator Certification.
Familiarity with Salesforce/Veeva data structures and data management tools.

Strong written and verbal communication skills with the ability to explain complex
concepts to both technical and non-technical users.
High adaptability and problem-solving agility in a dynamic environment.