At a Glance
- Tasks: Ensure customer success with Veeva’s Clinical Operations products and services.
- Company: Join a global leader in life sciences technology with a commitment to diversity.
- Benefits: Enjoy flexible PTO, medical insurance, and retirement programs.
- Other info: Work in a dynamic environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by building trusted relationships and optimising customer experiences.
- Qualifications: 7+ years in Clinical Operations and strong customer-facing skills required.
The predicted salary is between 60000 - 80000 £ per year.
The Role
As a Customer Success Manager, you will be responsible for ensuring our customers’ success with Veeva’s Clinical Operations’ products and services. You will serve as a liaison between Veeva and key customer stakeholders to foster collaboration, triage escalations, and highlight value through proactive engagement. We're seeking a driven Clinical Operations expert who thrives in a customer-facing environment. The role demands a strong communicator with a passion for building enduring, trusted relationships with key decision-makers, and a collaborative spirit for working in a cross-functional environment to improve the overall customer experience.
Responsibilities
- Support 4-6 large, global customers post-implementation with Veeva Clinical Operations applications (eTMF, CTMS, Study Startup, etc.)
- Act as a trusted advisor and own the relationship with your customers’ application owners to understand their objectives and challenges
- Liaise with Veeva strategy, sales, product and/or services’ stakeholders to address customer needs
- Lead meetings with customers to demonstrate success and identify additional opportunities to add value
- Provide strategic guidance to optimize use of Veeva applications and help create a customer roadmap based on their business goals and needs
- Facilitate customer-to-customer or customer-to-Veeva connections for collaboration opportunities and industry learning
Qualifications
- 7+ years of experience in Clinical Operations within life sciences industry
- Experience working with or in large global pharmaceutical companies or Clinical Research Organizations (CROs)
- Customer-facing consulting experience
- Experience managing relationships with key decision makers and application owners
- Ability to travel up to 25%
- Qualified candidates must be legally authorized to be employed in Europe. Veeva Systems does not anticipate providing sponsorship for employment visa status for this employment position
- 7+ years of working in software, or consulting SaaS/cloud experience in Clinical Operations management
- Experience working with Veeva Vault
Benefits
- Medical Insurance
- Flexible PTO and company paid holidays
- Retirement Programs
- 1% charitable giving program and fitness reimbursement
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world. As an equal opportunity employer, Veeva is committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms. Gender, race, ethnicity, religion, politics, sexual orientation, age, disability and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams. 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 talent_accommodations@veeva.com.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Clinical Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Veeva. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Veeva before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Clinical Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Veeva:Your cover letter is your chance to shine! Tell us why you want to work at Veeva specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Veeva!
How to prepare for a job interview at Veeva
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
