Customer Success Manager - Quality

Job description

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](https://medium.com/@peter.gassner/public-benefit-corporation-pbc-486e1e9508a6) (PBC), legally bound to balancing the interests of customers, employees, society, and investors. As a [Work Anywhere](https://careers.veeva.com/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](https://www.youtube.com/watch?v=TaPSP8cCSKY&ab_channel=Forbes), 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 Quality 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 Quality 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 Quality applications - 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 experience in Quality within life sciences industry - Experience working with or in large global pharmaceutical companies - Customer-facing consulting experience - Experience managing relationships with key decision makers and application owners - Ability to travel up to 25% ### Nice to Have - Must be based in the EU - 7+ years of working in software, or consulting - SaaS/cloud experience in the management of Quality applications - 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, dental, vision, and basic life insurance - Flexible PTO and company paid holidays - Retirement programs - Maternity & Paternal Leave - Fitness Reimbursement - 1% charitable giving program