Account Director

Team:
Professional Services City:
Lyndhurst State: NJ
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.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role The Account Director is responsible for overseeing one or more customers and teams, ensuring the delivery of honest, reliable services with transparency and clarity. They act as a strategic partner, offering innovative solutions when technology alone may not meet a customer’s goals. Collaborating closely with internal teams, the Account Director plays a key role in driving both customer and employee success.

Through proactive leadership, clear communication, and a commitment to excellence, they foster strong relationships that support long-term growth and satisfaction for all stakeholders.

This role is expected to be office based at least 2-3 days a week.

What You’ll Do Relationship Management Serve as the primary escalation point for customer stakeholders, ensuring swift issue resolution

Develop and maintain strong, long-term customer relationships that foster trust, advocacy, and sustained business growth

Participate in customer meetings (weekly, monthly, quarterly) to align on goals and objectives

Identify and pursue new business opportunities with existing and potential customers

Service Excellence & Strategic Guidance Ensure teams successfully deliver on customer requests and objectives, including reporting, technology updates, and service execution

Provide strategic guidance on industry best practices to enhance customer operations

Maintain a deep understanding of life sciences, regulated environments, event planning, and speakers bureau operations to provide expert-level service

Stay up to date with relevant industry regulations, such as OIG guidelines and the PhRMA Code, ensuring compliance and high-quality service delivery

Continuously seek ways to improve processes and enhance the overall customer experience

Team & Operational Management Build, mentor, and develop internal teams, fostering professional growth and high performance

Manage staffing within budget constraints for various customer structures, collaborating with internal teams to ensure appropriate resourcing

Oversee Statements of Work (SOWs) and ensure project scopes are effectively managed

RequirementsB.S. or B.A. degree or equivalent experience5+ years of customer service or account management or operations3+ years of personnel development and leadership

Prior experience within Life Sciences,  Speakers Bureau, and Event Planning Strong analytical and problem-solving skills

Professional and clear oral and written communication

Demonstrate ability to work in a fast-paced environment, and/or multitask often to meet fluctuating customer/company priorities

Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint)
Nice to Have Familiar with the Life Science industry

Maintain current knowledge of appropriate regulations, e.g., OIG, PhRMA Code Fundamental knowledge of Veeva Commercial CRM Product Suite including but not limited to Veeva CRM, Veeva Vault, Events Management, and Engage Ability to work and thrive in a team atmosphere

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