Customer Success Manager

2 weeks ago

Shanghai, Shanghai, China Veeva Systems Full time

The Role

Veeva has been investing in customer success since the founding of the company. To further expand these efforts, Veeva is now establishing a Customer Success Management (CSM) team that will work alongside our product, sales, and services teams to help customers achieve even higher levels of success.
The Customer Success Manager will provide strategic guidance to named China SFA customers to increase the value they get from China SFA. In addition, the CSM team will identify and promote best practices for the management of a SaaS CRM program.
We are looking for members of this team to work with Veeva's most strategic customers across China. As founding members of the CSM team, you will help to develop the specific strategies, tactics and processes that will make this team truly valuable to ongoing customer success.
To help calibrate the expectations of this team, the China SFA team is not a team of Account Managers that know a little product. It is a team of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.

What You'll Do

Aligning with key customer CRM stakeholders across IT, SFE, Digital, MKT, and other business stakeholders to establish a stronger CRM management program Evaluate how customers manage their China SFA investment & identify efficiency and effectiveness gains (process & tools) Promote awareness of the latest innovations Veeva is releasing Providing China SFA program/release management best practices Increase the ROI customers get from China SFA Assist in managing an account team that will include sales, services, product, and support

Requirements

Excellent client-facing skills and proven track record of establishing themselves as a strategic trusted advisor to clients Strong written and verbal presentation skills Rich and solid Pharma industry knowledge Strong analytical skills Demonstrated years of IT or commercial excellence (SFE, Digital Marketing, etc.) related consulting experience (delivery/implementation) Self-starter who is able to own the ongoing success of both large and small clients and extremely well-organized Experience in working with Account teams University Degree Fluent in English

Nice to Have

Pharma CRM experience Direct experience with China SFA implementations Pharma Company Stakeholder connections

Perks & Benefits

2% Learning Fitness Fee Veeva's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

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