CRM Manager, Omnichannel Customer Experience (OCX)

Kyowa Kirin North America•Princeton, NJ

2d•$125,000 - $166,700•Hybrid

About The Position

The CRM Manager is responsible for maximizing user adoption and effectiveness of Veeva CRM and Salesforce through comprehensive training, communication, and support programs. This role develops learning materials, standard operating procedures, user guides, and change management communications while serving as a key point of contact for CRM-related questions, troubleshooting, and user support. The position works collaboratively with business stakeholders and technical teams to ensure users have the knowledge, resources, and support necessary to leverage CRM capabilities effectively.

Requirements

Bachelor’s Degree or equivalent experience
Minimum of 5 years of relevant work experience is required.
Pharmaceutical or Biotech industries preferred.
Strong analytic and problem-solving skills are essential.
Excellent analytical, writing, and presentation skills, and field sales training experience are essential.
Must be self-motivated and have the ability to prioritize and execute multiple tasks.
Must be highly proficient with Microsoft applications (i.e. PowerPoint, Excel, Access, etc.).
Must be highly organized, detail-oriented, and results-driven.
Proficient in MS Office Suite.
Experience with CRM required (Salesforce & Veeva experience preferred).
Highly motivated with great attention to detail.
Strong endurance to work under tight timelines and complex/changing situations.
Excellent written and oral communication skills.
Excellent problem- solving skills.
Broad level of interpersonal skills and flexibility.
Focused on team-based work, while able to independently deliver within scope.
Cultural sensitivity and ability to develop consensus within a multinational organization.

Nice To Haves

Pharmaceutical or Biotech industries preferred.
Salesforce & Veeva experience preferred.

Responsibilities

Serve as the primary business-facing resource for CRM user support, providing timely assistance, troubleshooting, and issue resolution for Veeva CRM and Salesforce users.
Develop, maintain, and continuously improve CRM training tools, onboarding materials, job aids, quick reference guides, and other learning resources to support user proficiency and adoption.
Partner with Commercial Training, Sales Operations, Medical Affairs, Patient Services and business stakeholders to identify learning needs and deliver role-based CRM training for new and existing users.
Create and execute CRM-related communications, including system updates, enhancement announcements, release notes, best practices, and change management initiatives to ensure effective user awareness and adoption.
Maintain and manage CRM documentation, including standard operating procedures (SOPs), business processes, training materials, knowledge articles, and support documentation.
Support CRM system releases and enhancements by evaluating user impacts, updating training materials and documentation, developing communication plans, and facilitating end-user readiness activities.
Monitor CRM adoption/utilization metrics and support tickets to identify training opportunities, user challenges, and areas for process improvement.
Coordinate user acceptance testing (UAT) activities for CRM enhancements and support validation of business processes prior to deployment.
Collaborate with Marketing, Sales, Medical Affairs, Patient Services Field teams and Commercial Operations teams to support implementation and adoption of CRM capabilities, including approved email, digital content, CLM materials, and customer engagement tools.
Partner with CRM platform administrators and IT to support ongoing system maintenance, user access management, and issue resolution.
Ensure CRM processes, documentation, training materials, and communications comply with company policies, data governance standards, and applicable regulatory requirements.
Support continuous improvement initiatives by gathering user feedback, identifying opportunities to enhance the CRM user experience, and recommending process improvements.
Manage assigned projects and deliverables to ensure completion within established timelines, scope, and quality expectations.

Benefits

401K with company matching
Annual Bonus Program (Sales Bonus for Sales Jobs)
Generous PTO and Holiday Schedule which includes Summer and Winter Shut-Downs, Sick Days and, Volunteer Days
Healthcare Benefits (Medical, Dental, Prescription Drugs and Vision)
HSA & FSA Programs
Well-Being and Work/Life Programs
Life & Disability Insurance
Concierge Service
Pet Insurance
Tuition Assistance
Employee Referral Awards