Manager, CRM & Customer Engagement

Grunenthal•Morristown, NJ

14d

About The Position

The Manager, CRM & Customer Engagement will be a hands-on member of the US Commercial Excellence (COMEX) Platforms Team. Reporting to the Senior Director, Commercial & Medical Platforms, they will lead the delivery, support, and continuous improvement of technology solutions to enable teams and enhance interactions and deepen engagement with healthcare professionals and other key customer stakeholders. Partnering closely with sales, market access, marketing, COMEX, medical affairs, finance, legal and compliance, and global information technology (IT) functions, this individual will help advance critical business applications that support business strategies and align with local best practices and Global platform architecture standards and roadmap.

Requirements

Bachelor’s degree in computer science, information systems, engineering, or related field
5+ years of progressive experience in business systems analysis, project management, or consulting roles
Proven technical proficiency with CRM and/or omnichannel customer engagement platforms, data, and integration (e.g., Veeva CRM, Salesforce.com, Salesforce Marketing Cloud, Veeva Vault Campaign Manager, Veeva Vault PromoMats, digital web properties, and media)
Strong understanding of commercial operations, digital marketing, and/or medical operations business processes within the pharmaceutical, biotechnology, healthcare or life sciences industry
Strong business analysis skills including business and functional requirements definition, business process design, and functional specifications
Demonstrated ability to execute technology projects within regulated environments and controlled change management frameworks
Strong understanding of customer (HCP, HCO, Affiliations) master data management (MDM) concepts, data stewardship processes, and operational data quality and governance frameworks
Excellent analytical and problem-solving skills with strong attention to detail
Strong verbal and written communication skills with ability to explain and document technical concepts to non-technical stakeholders
Excels in business process optimization and business requirements gathering with a focus on how to build scalable systems and processes
Customer focused with demonstrated cross-functional collaboration skills and the ability to understand business needs and implement sustainable solutions
Operational driver with continuous improvement and delivery excellence mindset
Proven ability to prioritize and manage multiple projects involving cross-functional teams in a fast-paced, dynamic environment while maintaining attention to detail, quality, and deadlines
Ability to build rapport, establish credibility, and partner effectively with cross-functional teams
Vendor engagement, management, and negotiation skills
Demonstrates the highest level of ethics, integrity, trust while acting with courage and candor
High accountability for your actions and results and ability to ensure a high level of commitment to the success of the organization, your peers and customers
Operates in compliance with all applicable regulations and professional standards at all times

Nice To Haves

Hands-on experience with Veeva Network platform and Veeva OpenData customer reference data a plus
Hands on experience with Veeva Align, Veeva Events Management, and Veeva MyInsights and/or X Pages content delivery a plus

Responsibilities

Manage end-to-end support and change management of Veeva CRM/Network, Veeva Link, and Salesforce Marketing Cloud platforms and internal and 3rd party data interfaces
Supervise and facilitate timely resolution of platform incidents, service requests, and support inquiries in coordination with managed services partners and global lT teams
Collaborate with COMEX and marketing teams to enhance and maintain educational resources and deliver impactful technology training to drive system adoption, process consistency, and accountability
Partner with cross-functional stakeholders to understand their business objectives and priorities, document detailed requirements and user stories, perform process and systems analysis, and lead functional design, testing, and on-time delivery of process optimization and systems enhancements
Serve as US market lead in strategic, global, multi-year CRM and customer engagement ecosystem transformation program
Collaborate with managed services partners and global IT colleagues to optimize US platform support and change management operating models, where appropriate
Partner with US colleagues to support identification and facilitate delivery and testing of Veeva Vault PromoMats enhancements to optimize Legal, Medical, and Regulatory (LMR) review processes and CRM and digital content publishing in accordance with US industry best practices
Partner with marketing, medical communications, and digital agency partners to establish digital asset management capabilities and optimized content development operating models, where appropriate
Partner with marketing and digital agency partners in the implementation and continuous improvement of integrated customer Next Best Action/Engagement (NBA/NBE) platform
Stay informed of relevant emerging platform features and new technologies and guide business partners on opportunities to reinforce enablement strategies and outcomes
Represent the department in cross-functional projects to ensure that operations and digital interests and requirements are considered
Manage vendor relationships including platform managed services partners, ensuring satisfactory service levels, delivery excellence, and adoption