Senior Product Manager - Vault CRM - Service Center

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 Senior Product Manager for Vault CRM Service Center, you will be the primary architect of the global service and contact center vision within our broader Vault CRM ecosystem. You will collaborate with the wider Vault CRM PM team to ensure the core platform (AI agents, Engagement Channels like telephony/CCaaS, Email, WhatsApp, SMS, and more) evolves to meet the unique, complex requirements of service and contact center users. You will act as the subject matter expert and advocate, driving a dedicated roadmap to develop a world class solution. In this role, you will have the opportunity to work with a team of life sciences industry and technology A-players, who, together, are bringing the next generation of commercial solutions to the life sciences industry. ### What You’ll Do - **Contribute to the Service Center Roadmap:** Own the strategy and delivery of functionality specific to service and contact center processes - **Collaborate Across Product Teams:** Partner with the wider Vault CRM PM organization to incorporate service and contact center requirements into the core platform. You will ensure that core capabilities are optimized for service and contact center users. - **Industry Representation & Thought Leadership:** Evangelize products and become the subject matter expert for internal audiences, external customers, and market facing communications - **Requirement Synthesis:** Translate the nuances of the service and contact center processes into detailed functional and technical specifications. - **AI & Intelligent Orchestration:** Partner with the AI PM team to build agents that help service and contact center reps utilize CRM efficiently and effectively. - **Full Lifecycle Management:** Work with UX, engineering, QA, and services teams to guide features from initial concept and design to global release and customer adoption. ### Requirements - 5+ years of product management experience in the Service/Contact Center or CCaaS software industry - Experience in researching and understanding customer and market requirements to develop short and long term product roadmaps and plans - Experience developing configurable enterprise SaaS solutions in an agile environment - Experience writing detailed user stories and managing a feature backlog - Track record of effectively collaborating with engineering/QA to define, design, and deliver product - Ability to understand and communicate architectural requirements, preferences, and limitations - Experience interacting with customers, development, and consulting teams, both local and remote. - Ability to work independently in a fast-paced environment, with little direct supervision. - Strong communication skills: written, verbal, and formal presentation - A strong sense of professional ethics ### Nice to Have - Experience with conversational AI, recommendation engines, or large language models (LLMs) - Experience with configurable enterprise SaaS solutions. - Prior exposure to the Veeva Vault Platform. - Background in software development or computer science. ### 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 - 1% charitable giving program ### Compensation - Base pay: $120,000 - $200,000 - The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.