Senior Manager, CRM Field Operations Lead

Vertex Pharmaceuticals•Boston, MA

1d•Hybrid

About The Position

Vertex is in an exciting time of growth and innovation, and technology and data are valued as strategic assets for the organization. The North America Commercial Operations CRM Field Operations Team is looking for a CRM Field Operations Lead to ensure continued customer centricity and success. The CRM Field Operations Lead plays a critical role between the cross-section of sales and marketing and a close partnership with other business functions. The primary responsibility of this position will be to support designated BU HQ and Field teams with the continuous improvement of the customer relationship management (CRM) system. The Senior Manager, CRM Field Operations Lead will be responsible for defining and prioritizing implementation and enhancements across the Veeva CRM platform that support Sales and Marketing. The CRM Field Operations Lead will partner cross-functionally to ensure Vertex provides capabilities and support needed from our systems to enable outstanding customer engagement. They will align our IT services and solutions to the business strategy to streamline and scale customer engagement activities.

Requirements

Bachelor’s degree in business, technology, or equivalent
7+ years in biopharma technology, with experience supporting Commercial functions and with Veeva CRM/Vault
Deep experience implementing/running technology adoption across global Commercial systems
Experience working with on and offshore vendor partners within an Agile framework
Strong JIRA & Confluence experience
Knowledge of business processes and operations within a Commercial biopharma environment
Exceptional stakeholder management, communication, problem solving, and presentation skills
Strategic mindset; ability to identify process improvement opportunities and then deliver them
Ability to work independently and navigate ambiguity across various levels of an organization
Ability to travel domestically, as needed

Responsibilities

Owns and drives the NA Commercial Sales & Marketing roadmap of annual CRM priorities based on anticipated business needs for designated BUs
Works with IT counterparts to build requirements and manage the agile workflow in JIRA
Responsible for approving & prioritizing development work based on business priorities and user feedback
Proactively identifies and communicates potential new improvements to platforms, leverages subject matter expertise to support both Sales & Marketing in identifying opportunities for improvement and communicating complex technical solutions to business problems
Work closely with DTE to oversee end-to-end sprint management activities and support DTE by addressing business related changes throughout the implementation process
Manages the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira
Provides implementation support including validation of business requirements and User Acceptance Testing (UAT)
Partners with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.
Works with Veeva Align team to ensure correct account hierarchy and set up in Align flows into Veeva CRM.
Works with Marketing partners on projects that need Veeva CRM integration. Eg: Approved email templates, CLM and training content on iPad, Website - Veeva Integration, Veeva batch emails, etc
Aligns priority decisions with IT business partners, cross-functional teams, business stakeholders & leadership team members
Serves as subject matter expert for the CRM (Veeva) as well as well versed in understanding the varying business processes and supporting technology used amongst the business team
Trains end-users (e.g. field & marketing teams) on utilizing new technology & supports adoption

Benefits

From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

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