Customer Success Manager - Clinical Operations

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.   At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.   As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.   Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities. Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.   At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.   As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.   Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

As a Customer Success Manager, you will be responsible for ensuring our customers’ success with Veeva’s Clinical Operations’ products and services. You will serve as a liaison between Veeva and key customer stakeholders to foster collaboration, triage escalations, and highlight value through proactive engagement.

We're seeking a driven Clinical Operations expert who thrives in a customer-facing environment. The role demands a strong communicator with a passion for building enduring, trusted relationships with key decision-makers, and a collaborative spirit for working in a cross-functional environment to improve the overall customer experience.

The Role

As a Customer Success Manager, you will be responsible for ensuring our customers’ success with Veeva’s Clinical Operations’ products and services. You will serve as a liaison between Veeva and key customer stakeholders to foster collaboration, triage escalations, and highlight value through proactive engagement.

We're seeking a driven Clinical Operations expert who thrives in a customer-facing environment. The role demands a strong communicator with a passion for building enduring, trusted relationships with key decision-makers, and a collaborative spirit for working in a cross-functional environment to improve the overall customer experience.

What You'll Do

• Support 4-6 large, global customers post-implementation with Veeva Clinical Operations applications (e.g. eTMF, CTMS, Study Startup, etc.)
• Act as a trusted advisor and own the relationship with your customers’ application owners to understand their objectives and challenges
• Liaise with Veeva strategy, sales, product and/or services’ stakeholders to address customer needs
• Lead meetings with customers to demonstrate success and identify additional opportunities to add value
• Provide strategic guidance to optimize use of Veeva applications and help create a customer roadmap based on their business goals and needs
• Facilitate customer to customer or customer to Veeva connections for collaboration opportunities and industry learning

Requirements

• 7+ years of experience in Clinical Operations within life sciences industry
• Experience working with or in large global pharmaceutical companies or Clinical Research Organizations (CROs)
• Customer-facing consulting experience
• Experience managing relationships with key decision makers and application owners
• Ability to travel up to 25%
• Qualified candidates must be legally authorized to be employed in Europe. Veeva Systems does not anticipate providing sponsorship for employment visa status for this employment position

Nice to Have

• 7+ years of working in software, or consulting
• SaaS/cloud experience in Clinical Operations management
• Experience working with Veeva Vault

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• Follow the application process and submit your resume.

• Within 3 days, you will receive a link to a personality assessment administered by a third party.

• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.

• If moving to the interview stage, the process is as follows: 

1. A conversation with the hiring manager

2. A practical case exercise

3. A final conversation with our group's Senior Leader.

• Once all interviews are complete, the manager will be in touch with a final decision. 

Perks & Benefits

• Medical Insurance
• Flexible PTO and company paid holidays
• Retirement Programs
• 1% charitable giving program and fitness reimbursement

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Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.   As an equal opportunity employer, Veeva is committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms. Gender, race, ethnicity, religion, politics, sexual orientation, age, disability and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams.   If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.