Services Engagement Manager - Quality (Remote)

As a Services Engagement Manager - Quality at Veeva Systems, your primary responsibility includes ensuring our customers are set up for success during the scoping and planning phases of their Quality Implementations. You'll work to structure the right implementation approaches, manage expectations, and create detailed project charters that outline staffing, timelines, and costs. Furthermore, you'll collaborate with Sales and Services teams to develop implementation proposals, ensuring customer confidence in our delivery capabilities.

To qualify for the Services Engagement Manager - Quality position at Veeva Systems, candidates should possess a Bachelor’s Degree along with at least 5 years of experience in consulting services. You should have strong written and verbal communication skills, a collaborative work style, and the ability to engage and negotiate with various stakeholders. Additionally, experience in Quality Life Sciences is a vital requirement.

The Services Engagement Manager - Quality role at Veeva Systems is designed to be a remote position, offering flexibility to work from anywhere within the UK or Europe. The only requirement is that candidates should be able to travel to an airport as occasional travel may be necessary. This approach supports our commitment to work-life balance, empowering employees to thrive in their ideal working environment.

For the Services Engagement Manager - Quality position at Veeva Systems, the estimated travel requirement is less than 20%. This allows you to maximize your home office experience while maintaining flexibility to meet clients or stakeholders as needed. Our emphasis on balancing personal and professional commitments is reflected in this travel policy.

At Veeva Systems, we uphold the values of doing the right thing, ensuring customer success, fostering employee success, and maintaining speed in our operations. As a Services Engagement Manager - Quality, it's essential for you to embody these values as they drive our mission to enhance life sciences. You'll be part of an inclusive culture that values diversity and encourages each employee to contribute their unique talents and perspectives.

When managing customer expectations, I focus on transparent communication from the outset. I strive to set clear goals and timelines for implementation, ensuring stakeholders understand what to anticipate throughout the process. Regular updates and feedback sessions also play a critical role in maintaining alignment and trust with customers.

I leverage my Quality Life Sciences experience by applying industry best practices to create tailored implementation strategies. This includes understanding regulatory requirements, compliance standards, and incorporating lessons learned from past projects to ensure a streamlined process that aligns with the customer's needs and the nature of their business.

To collaborate effectively with cross-functional teams, I prioritize open communication channels and regular check-ins. I believe in establishing common goals and utilizing collaborative tools to share updates and documents. My focus is always on ensuring every team member understands their role within the project and maintains ownership of their contributions.

In a situation where a project falls behind schedule, I would first assess the root causes by gathering input from the team and customers. Then, I would communicate transparently with all stakeholders about the situation and propose a revised plan that outlines how we will address the delays and get back on track. It's critical to utilize this as an opportunity for learning and improvement.

In my previous roles, I have successfully negotiated project scopes by highlighting value propositions and fostering a collaborative environment. By putting forth data-driven arguments and demonstrating potential ROI, I ensured buy-in from stakeholders while also addressing their concerns. This approach helped build a trusting relationship that benefited all parties involved.

My process for creating project proposals and statements of work starts with thoroughly understanding the client's needs and expectations. I collaborate with relevant internal teams to gather necessary details, such as scope, timelines, resources, and budget. Once I have all the information, I draft a clear, comprehensive, and visually engaging proposal that effectively communicates the project plan to the client.

To ensure long-term customer success, I prioritize relationship building and ongoing support. I follow up regularly post-implementation to check on performance and address any issues or additional needs that may arise. By embedding myself as a reliable partner and being proactive, I aim to create lasting relationships that extend beyond the project itself.

I build rapport with customers by actively listening and demonstrating genuine interest in their challenges and goals. Engaging with them through open dialogue and showing appreciation for their input fosters trust and camaraderie. I also make sure to personalize interactions, as I believe this strengthens the partnership and encourages open communication.

One challenging consulting project involved managing multiple stakeholders with conflicting needs. I focused on identifying common objectives and facilitated strategic workshops to find alignment. Additionally, I created a transparent communication plan that kept everyone informed and engaged throughout the process, which ultimately led to a successful outcome.

I stay informed about industry developments by participating in professional organizations, attending conferences, and following relevant publications and thought leaders. Networking with industry peers and engaging in online forums also provides insights into trends and best practices that I can apply to my role.