Manager, CRM & Customer Engagement

Manager, CRM & Customer Engagement

The salary range for this position is between $130k and $160K. Actual salary at the time of hire may vary and may be above or below the range based on various factors, including, but not limited to, the candidate’s relevant qualifications, skills, and experience. The company also currently offers a Long-Term Incentive Plan (cash plan) of 15% base salary, annual performance bonus target of 15% base salary (subject to meeting plan requirements) and comprehensive benefits.

The Manager, CRM & Customer Engagement will be a hands-on member of the US Commercial Excellence (COMEX) Platforms Team. Reporting to the Senior Director, Commercial & Medical Platforms, they will lead the delivery, support, and continuous improvement of technology solutions to enable teams and enhance interactions and deepen engagement with healthcare professionals and other key customer stakeholders. Partnering closely with sales, market access, marketing, COMEX, medical affairs, finance, legal and compliance, and global information technology (IT) functions, this individual will help advance critical business applications that support business strategies and align with local best practices and Global platform architecture standards and roadmap.

• Manage end-to-end support and change management of Veeva CRM/Network, Veeva Link, and Salesforce Marketing Cloud platforms and internal and 3rd party data interfaces
• Supervise and facilitate timely resolution of platform incidents, service requests, and support inquiries in coordination with managed services partners and global lT teams
• Collaborate with COMEX and marketing teams to enhance and maintain educational resources and deliver impactful technology training to drive system adoption, process consistency, and accountability
• Partner with cross-functional stakeholders to understand their business objectives and priorities, document detailed requirements and user stories, perform process and systems analysis, and lead functional design, testing, and on-time delivery of process optimization and systems enhancements
• Serve as US market lead in strategic, global, multi-year CRM and customer engagement ecosystem transformation program
• Collaborate with managed services partners and global IT colleagues to optimize US platform support and change management operating models, where appropriate
• Partner with US colleagues to support identification and facilitate delivery and testing of Veeva Vault Promo Mats enhancements to optimize Legal, Medical, and Regulatory (LMR) review processes and CRM and digital content publishing in accordance with US industry best practices
• Partner with marketing, medical communications, and digital agency partners to establish digital asset management capabilities and optimized content development operating models, where appropriate
• Partner with marketing and digital agency partners in the implementation and continuous improvement of integrated customer Next Best Action/Engagement (NBA/NBE) platform
• Stay informed of relevant emerging platform features and new technologies and guide business partners on opportunities to reinforce enablement strategies and outcomes
• Represent the department in cross-functional projects to ensure that operations and digital interests and requirements are considered
• Manage vendor relationships including platform managed services partners, ensuring satisfactory service levels, delivery excellence, and adoption

A combination of relevant education and applicable job experience will be considered.

• Education & Experience
  • Bachelor’s degree in computer science, information systems, engineering, or related field
  • 5+ years of…