Service Delivery Lead – Med Tech CRM

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 $2B 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

Join Veeva as we advance our MedTech customers through the adoption of next-generation Commercial Solutions by building the services team for the industry. Veeva Systems drives innovation for our customers. In this role, you will lead the charge in ensuring customer success—both during implementation and beyond—for our CRM solutions serving Medtech clients. As a Service Delivery Lead, you will lead a team that excels in software implementation delivery. 

Managing with a focus on operational excellence includes:

·       Ensuring customer and employee success

·       Leading through hands-on and strategic initiatives

·       Cultivating a positive and productive environment

·       Driving new practices to support implementation excellence

·       Creating innovative collateral to support delivery

·       Partnering with global and cross-function teams to provide the best outcomes

This is a remote, US-based with a requirement for Eastern or Central Time with required travel.  

What You’ll Do

• Accountable for MedTech customer success with CRM Content through efficient and appreciated services.
• Partners with Services Engagement management team to ensure services offerings are applicable for the MedTech industry
• Onboard and enable resources to successfully deliver on MedTech projects
• Team Management – drives how we hire and develops the team to manage capacity, utilization, staffing on all projects
• Manage supply and demand. Responsible for staffing the right people on the right projects and providing oversight to ensure delivery success. 
• Support and coach. Find and create billable work to drive productivity.
• Manage escalations and support sales and other teams in the pre-sales process to build and maintain strong customer relationships with customer 
• Cultivate trusted relationships with customers that drives high value services
• Coordinate across projects and other Veeva functions to ensure lessons learned and best practices are shared to improve service delivery.  
• Provide executive oversight of internal initiatives and project sponsorship
• Build an internal network across Veeva – Sales, Strategy, Product, and Services – to champion customer and employee success 

Requirements

• 10+ years of experience in Life Sciences with MedTech expertise 
• 2+ years of management experience 
• Proven track record of managing large complex systems projects and teams
• Expertise in enterprise software with deep understanding in system integration to drive product implementation
• Operational excellence in leading Services including utilization and resource management

Nice to Have

• Experience implementing CRM Content Solutions for MedTech

Perks & Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

• Base pay: $80,000 – $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.

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Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [email protected].