CRM Support Analyst (Salesforce/Veeva) Pharma Experience Required

TEKsystems•Parsippany-Troy Hills, NJ

2d•Onsite

About The Position

This role will serve as the Tier 1 line of defense for all CRM-related support and business administration issues, directly supporting the field services/sales team. The position requires pharmaceutical industry experience, excellent customer service, CRM troubleshooting, and systems administration experience. This is a long-term contract role with a potential tenure of over two years, pending performance.

Requirements

Pharmaceutical industry experience
Excellent customer service skills
CRM troubleshooting experience
Systems administration experience
Salesforce.com
Crm
Sales data
Updating user queries
Agile
Project management
Veeva CRM
Proven experience in sales operations or field support roles, preferably within the pharmaceutical or biotech industry.
Strong analytical and problem-solving skills with attention to detail.
Excellent communication and interpersonal skills to engage with field teams and internal stakeholders.
Experience with Veeva, Iqvia, Salesforce systems such as CRM for pharmaceutical sales and sales reporting systems.
Ability to manage multiple inquiries and prioritize effectively in a fast-paced environment.
Highly proficient in Microsoft Office applications (specifically Excel).
2 years working in the Pharmaceutical industry

Responsibilities

Act as lead support analyst for CRM activities, including all aspects of business alignment, enhancement, training, support, and optimization.
Serve as first point of contact for all CRM-related support, including field facing escalations as well as internal home office concerns.
Receive, log, and analyze CRM inquiries to identify root causes and resolution paths.
Collaborate with internal stakeholders across Sales Operations, IT, Incentive Compensation, and Reporting teams to resolve issues.
Provide clear and timely responses to the field force, ensuring high levels of service and satisfaction.
Maintain documentation of inquiries and resolutions to support continuous improvement and knowledge sharing.
Identify trends in inquiries and recommend process or system enhancements to reduce recurring issues.
Support change management activities to ensure optimal release of CRM upgrades and enhancements.
Drive quality assurance to ensure master data correctness in the CRM.
Oversee and facilitate recurring sales hierarchy, customer alignment, roster, and targeting updates.
Perform customer data stewardship activities.
Support training and communication efforts to improve field understanding of operational systems.