Customer Success Manager - Quality (EU)

As a Customer Success Manager - Quality at Veeva Systems, your main responsibility is to ensure the success of our customers using Veeva's quality products and services. You’ll work closely with key stakeholders within global pharmaceutical companies, guiding them in leveraging our applications effectively and addressing their strategic needs. This role is vital for fostering collaboration and enhancing overall customer satisfaction, making it an impactful position within our team.

The Customer Success Manager - Quality role at Veeva Systems requires a minimum of 7 years of experience in life sciences, software, or consulting, preferably with large global pharmaceutical companies. Experience in customer-facing consulting roles and managing relationships with executive stakeholders is essential. Additionally, a background in quality systems and SaaS/cloud experience related to the life sciences sector will be beneficial.

Veeva Systems offers a flexible work environment where you can choose to work from home or in the office. This 'Work Anywhere' approach is designed to empower employees to thrive in settings that suit their work style best, promoting both productivity and job satisfaction. By fostering a collaborative culture, Veeva ensures that Customer Success Managers have the support and resources they need to excel in their roles.

A Customer Success Manager - Quality at Veeva Systems can make a significant impact by acting as a trusted advisor to customers. By understanding their objectives, tackling challenges, and identifying additional value opportunities, you foster strong relationships that contribute to customer retention and satisfaction. Your strategic guidance will optimize product use and drive overall success in the life sciences sector.

Key responsibilities include supporting 4-6 large global customers post-implementation of Veeva Vault applications, owning relationships with application owners, and leading meetings to demonstrate customer success. You’ll also facilitate cross-customer connections and strategic guidance to ensure effective consumption of Veeva products while identifying emerging needs in real-time.

At Veeva Systems, the Customer Success Manager - Quality is in a position to enhance their expertise in customer engagement and quality systems within the life sciences industry. With ongoing training and development opportunities, you can expand your skill set, engage with industry leaders, and contribute to innovative projects that make a difference in healthcare.

Veeva Systems offers a range of perks and benefits for Customer Success Managers, including a flexible work policy, health and wellness programs, and the opportunity to engage in 1% charitable giving. Our focus on employee inclusion and diversity also creates a supportive environment where individuals can thrive and contribute to meaningful work.

To prioritize customer needs effectively, I assess the urgency and impact of each request by communicating with various stakeholders. This involves identifying their business objectives, setting up regular check-ins, and ensuring that any potential issues are addressed swiftly to maintain strong relationships and satisfaction.

Absolutely! In my previous role, I initiated monthly review sessions with key customers to gather feedback and proactively address any concerns. This not only reduced support tickets but also cultivated a trusting relationship that led to increased account renewals.

When communicating with executive stakeholders, it's crucial to be succinct, focused, and solution-oriented. I would prepare tailored presentations that highlight the strategic value of our products, ensuring the conversation aligns with their company goals while fostering engagement and feedback.

To ensure successful utilization of Veeva Vault applications, I would establish a deep understanding of the customer's objectives during onboarding. Regular follow-ups and tailored training sessions would be scheduled to maximize their benefits from our features while tracking usage trends to identify areas for additional support.

I leverage CRM systems to track customer engagement and project milestones. Regular surveys and Net Promoter Scores (NPS) can provide valuable insights into customer satisfaction, allowing me to pivot strategies when necessary and focus on delivering meaningful enhancements.

I would approach the situation by first actively listening to the customer’s concerns to understand their perspective. Then, I would work collaboratively to formulate a corrective plan, ensuring they feel supported throughout the resolution process while keeping them informed of any developments.

In my previous roles, I regularly collaborated with product development, marketing, and support teams to facilitate seamless communication. Leveraging tools like Slack and project management software ensured alignment while promoting a collective effort towards improving customer experiences.

I'm drawn to Veeva Systems because of its commitment to transforming the life sciences industry and its values centered around customer and employee success. I admire the company's ethical approach as a public benefit corporation and believe that my background aligns perfectly with your mission.

To elevate customer satisfaction, I would focus on proactive engagement by regularly assessing customer health metrics. By identifying potential adoption issues early, I can implement targeted training or workshops that empower users, thus ensuring they gain maximum value from our offerings.