Associate Director, CRM Field Operations
About the role
The North America Commercial Operations CRM Field Operations Team at Vertex is seeking an Associate Director, CRM Field Operations. This role supports the continuous improvement of the customer relationship management (CRM) system, ensuring efficient and successful customer engagement.
Responsibilities
- Drives CRM strategy and innovation, partnering with IT on new capabilities, best practices, and CRM maturity to enable field teams for efficiency and success
- 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, leveraging subject matter expertise to support both Sales & Marketing in identifying opportunities for improvement and communicating complex technical solutions to business problems
- Works closely with IT to oversee end-to-end sprint management activities and support IT 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, such as 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
Requirements
- 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
Qualifications
- 8+ years of direct experience with Veeva CRM
- 3+ years of technology related project management experience
Skills
- Strategic mindset
- Exceptional stakeholder management
- Communication and problem solving skills
- Ability to work independently and navigate ambiguity
- Ability to travel domestically
Benefits
Vertex offers a competitive compensation package including a range of $164,400 - $246,600, annual bonuses, and annual equity awards. Additional benefits include a generous paid time off policy, medical, dental, and vision benefits, a week-long company shutdown in the Summer and the Winter, and a variety of flexible work arrangements. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law.