Product Expert - Health Data

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.

As a 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, committed to making a positive impact on its customers, employees, and communities.

The Role

As a Product Expert for Veeva Compass, you will be the primary relationship owner and support champion for a group of Compass Patient, Prescriber, and National customers. Sitting in this post-sales support role, you will be responsible for customer onboarding and training on the Compass UI, data ingest, data and core deliverables, fielding customer inquiries and data investigations, new release announcements and education, and ongoing customer value creation using the suite Compass products to maximize customer success.

Additionally, you will bring the voice of the customer to influence the Compass product roadmap. Product Experts are a lead voice in our online communities, customer meetings, in-person events, and are responsible for creating resources for both internal and external teams to realize the value of the innovation within our products.

This is a great opportunity for someone who is knowledgeable and passionate about data to support commercialization in life sciences and is excited about working closely with customers to help make them successful.

What You'll Do

* Independently lead customer engagements as a primary contact from "contracting" onward

* Understand the customer, their strategic objectives, and challenges related to their day-to-day data operations/analytics workflows and the use of the Compass suite of products to ensure customer success

* Keep all customer information including account details, interaction histories, meeting notes, action items, and account health data meticulously updated in Veeva Vault

* Provide guidance to customers on best practices for Compass access and use

* Act as the primary liaison between the customer and various Veeva teams (Account Partners, Business Consulting, Strategy, Product) to address customer needs and ensure a seamless experience

* Communicate effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences. This includes delivering product updates, demonstrating new features, and articulating the value proposition of Compass

* Collect, analyze, and share customer feedback and product gaps, and provide these insights as an input to Product for release planning and roadmap direction

* Create various collateral for external use, including user guides, training presentations, feature brief summaries, etc.

* Collaborate with the wider Product team to create and deliver product communication, such as feature education, demo recordings, and online and in-person community meetings

Requirements

* 6+ years of experience in a customer-facing role at a consulting company / health tech firm OR internal analytical role at a life sciences company

* Prior experience with industry data products/partners, including IQVIA, Komodo (i.e., prescription and medical claims, payer data, sales/performance data sets)

* Deep understanding of customer use cases in life sciences (e.g., patient data analytics, targeting & segmentation, field alerts, incentive compensation, etc.)

* General understanding of the commercial data & analytics landscape, including data, infrastructure, tolling and operational processes

* Ability to understand and communicate data/technical requirements, preferences, and limitations to both business and technical audiences

* Ability to manage multi-layered relationships (from end-users to mid-level management) and facilitate discussions across different departments

* Strong problem-solving skills and a proactive approach to identifying and addressing customer needs and challenges

* Proven ability to drive customer adoption and value realization from data products

* Strong analytical and communication skills; written, verbal, and formal presentation

* Ability to travel occasionally to customer sites

Nice to Have

* Creating materials for technical and non-technical audiences

* Experience with demo/video editing software and performing software demonstrations

* Experience managing an online community

Perks & Benefits

* Medical, dental, vision, and basic life insurance

* Flexible PTO and company paid holidays

*…