Customer Success Manager

3 weeks ago


Shanghai, Shanghai, China Veeva Systems Full time

The Role

Veeva is expanding its customer success efforts by establishing a Customer Success Management (CSM) team. This team will work alongside 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. 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.

Key Responsibilities

  • Align with key customer CRM stakeholders to establish a stronger CRM management program
  • Evaluate how customers manage their China SFA investment and identify efficiency and effectiveness gains
  • Promote awareness of the latest innovations Veeva is releasing
  • 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 related consulting experience
  • 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


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