Associate Director, CRM Field Operations

Associate Director, CRM Field Operations

Vertex is in an exciting time of growth and innovation, and technology and data are valued as strategic assets for the organization. The North America Commercial Operations CRM Field Operations Team is looking for an Associate Director, CRM Field Operations to ensure continued customer centricity and success. The Associate Director, CRM Field Operations plays a critical role between the cross-section of sales and marketing and a close partnership with other business functions.

The primary responsibility of this position will be to support designated BU HQ and Field teams with the continuous improvement of the customer relationship management (CRM) system.

The Associate Director, CRM Field Operations will be responsible for defining and prioritizing implementation and enhancements across the Veeva CRM platform that support Sales and Marketing. This role will partner cross-functionally to ensure Vertex provides capabilities and support needed from our systems to enable outstanding customer engagement. They will align our IT services and solutions to the business strategy to streamline and scale customer engagement activities.

• Drives CRM strategy and innovation, partnering with IT on new capabilities, best practices, and CRM maturity to enable our field teams for efficiency and success
• Owns and drives the NA Commercial Sales & Marketing roadmap of annual CRM priorities based on anticipated business needs for designated BUs
• Works with IT counterparts to build requirements and manage the agile workflow in JIRA
• Responsible for approving & prioritizing development work based on business priorities and user feedback
• Proactively identifies and communicates potential new improvements to platforms, leverages subject matter expertise to support both Sales & Marketing in identifying opportunities for improvement and communicating complex technical solutions to business problems
• Work closely with IT to oversee end-to-end sprint management activities and support IT by addressing business related changes throughout the implementation process
• Manages the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira
• Provides implementation support including validation of business requirements and User Acceptance Testing (UAT)
• Partners with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.
• Works with Veeva Align team to ensure correct account hierarchy and set up in Align flows into Veeva CRM.
• Works with Marketing partners on projects that need Veeva CRM integration. Eg:
  Approved email templates, CLM and training content on iPad, Website - Veeva Integration, Veeva batch emails, etc
• Aligns priority decisions with IT business partners, cross-functional teams, business stakeholders & leadership team members
• Serves as subject matter expert for the CRM (Veeva) as well as well versed in understanding the varying business processes and supporting technology used amongst the business team
• Trains end-users (e.g. field & marketing teams) on utilizing new technology & supports adoption

• Deep experience implementing/running technology adoption across global Commercial systems
• Experience working with on and offshore vendor partners within an Agile framework
• Strong JIRA & Confluence experience
• Knowledge of business processes and operations within a Commercial biopharma environment
• Exceptional stakeholder management, communication, problem solving, and presentation skills
• Strategic mindset; ability to identify process improvement opportunities and then deliver them
• Ability to work independently and navigate ambiguity across various levels of an organization
• Ability to travel domestically, as needed

• 8+ years of direct experience with Veeva CRM
• 3+ years of technology related project management experience

• 10+ years in life sciences

$164,400 - $246,600

The range provided is based on what we…