Customer Success Manager - Clinical Operation
China - ShanghaiFull-TimeManagerSupport / Customer Success
What You’ll Do
- Serve as a trusted advisor for a portfolio of key customers utilizing Veeva Clinical Operation solutions in China building strong relationships with their application owners and strategic stakeholders
- Understand customer strategic objectives and challenges related to their operations and the use of Veeva Clinical Operation, ensuring their success and maximizing the value they derive from our solutions
- Proactively track and understand necessary feature enhancements and collaborate closely with the Product Manager team to gather product feedback from customers in China
- Provide strategic guidance to customers on best practices for Veeva Clinical Operation helping them streamline their processes and achieve their business goals
- Act as the primary liaison between the customer and various Veeva teams (Account Partner, Product, Managers, Services) to address customer needs and ensure a seamless experience
- Facilitate cross-customer connections within the Chinese sciences industry for collaboration opportunities and industry learning
- 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 Veeva Clinical Operation enhancements
Requirements
- 5+ years of experience in a Life Sciences environment, either in a consultative, functional role/ lead, or 3+ years of experience using Veeva Products
- Engaging communication skills with the ability to effectively convey complex ideas and build rapport with customers
- Proven ability to build relationships with key customer stakeholders at multiple levels, fostering trust and partnership
- Focus on cross-functional collaboration to meet customers where they are and address their unique needs and challenges
- Strong analytical and presentation skills, with the ability to interpret data and deliver compelling presentations to internal and external audiences
- Demonstrates empathy and natural curiosity in supporting, administering, and using technical solutions to translate the customer’s perspective
- Ability to travel up to 50% for onsite customer meetings and Veeva events, as needed
Nice to Have
- Experience in clinical operation within a Life Sciences, Sponsor or CRO company
- SaaS/ Cloud experience in the management of Clinical Operation Systems
- Life Science, computer science, or related Business degree
Perks & Benefits
- Veeva Giving. Financial contributions for the societal causes you’re passionate about
- Health & wellness programs
