Strategic Customer Success Consultant
2 months ago
The Role
Veeva is committed to customer success, and we're establishing a Customer Success Management (CSM) team to work alongside our product, sales, and services teams to help customers achieve 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, identifying and promoting best practices for SaaS CRM program management.
We're looking for members of this team to work with Veeva's most strategic customers across China, helping to develop strategies, tactics, and processes that will make this team valuable to ongoing customer success.
Key Responsibilities
- Align 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 Veeva innovations
- Provide 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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