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Customer Success Strategist

1 month ago

Shanghai, Shanghai, China Veeva Systems Full time

Veeva Systems is a leading provider of cloud-based software solutions for the life sciences industry. Our mission is to help our customers achieve their goals and improve patient outcomes.

About the Role

We are seeking a highly skilled Customer Success Manager to join our team in San Francisco Bay Area. As a Customer Success Manager, you will be responsible for providing strategic guidance to named China SFA customers to increase the value they get from China SFA.

You will work closely with our product, sales, and services teams to identify and promote best practices for the management of a SaaS CRM program. This role requires excellent client-facing skills, strong written and verbal presentation skills, rich Pharma industry knowledge, and strong analytical skills.

In this role, you will also assist in managing an account team that will include sales, services, product, and support. You will need to have experience in working with Account teams, university degree, and fluency in English.

The ideal candidate will be a self-starter who can own the ongoing success of both large and small clients and extremely well-organized. You will also have the opportunity to develop the specific strategies, tactics, and processes that will make our team truly valuable to ongoing customer success.

Responsibilities
  • 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
Perks & Benefits
  • $120,000 - $180,000 annual salary depending on experience
  • 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.