Service Delivery Lead - MedTech Commercial

About the role

Ensuring customer and employee success and leading through ambiguity
Leading through hands-on and strategic initiatives for long-term success
Cultivating a positive and productive environment
Driving new practices to support implementation excellence
Creating innovative collateral to support delivery
Partnering with global and cross-function teams to provide the best outcomes
Accountable to the delivery of MedTech customer success with Veeva’s Commercial Solutions through efficient and appreciated services
Team Management - drives the how we hire and develops the team to manage capacity, utilization, staffing on all projects
Manage supply and demand. Responsible for staffing the right people on the right projects and providing oversight to ensure delivery success
Support and coach. Find and create billable work to drive productivity
Manage escalations and support sales and other teams in the pre-sales process to build and maintain strong customer relationships with the customer
Cultivate trusted relationships with customers that drives high value services
Coordinate across projects and other Veeva functions to ensure lessons learned and best practices are shared to improve service delivery
Provide executive oversight of internal initiatives and project sponsorship
Build an internal network across Veeva - Sales, Strategy, Product, and Services - to champion customer and employee success

Responsibilities

• Ensuring customer and employee success and leading through ambiguity
• Leading through hands-on and strategic initiatives for long-term success
• Cultivating a positive and productive environment
• Driving new practices to support implementation excellence
• Creating innovative collateral to support delivery
• Partnering with global and cross-function teams to provide the best outcomes
• Accountable to the delivery of MedTech customer success with Veeva’s Commercial Solutions through efficient and appreciated services
• Team Management - drives the how we hire and develops the team to manage capacity, utilization, staffing on all projects
• Manage supply and demand. Responsible for staffing the right people on the right projects and providing oversight to ensure delivery success
• Support and coach. Find and create billable work to drive productivity
• Manage escalations and support sales and other teams in the pre-sales process to build and maintain strong customer relationships with the customer
• Cultivate trusted relationships with customers that drives high value services
• Coordinate across projects and other Veeva functions to ensure lessons learned and best practices are shared to improve service delivery
• Provide executive oversight of internal initiatives and project sponsorship
• Build an internal network across Veeva - Sales, Strategy, Product, and Services - to champion customer and employee success

Requirements

• 10+ years of experience in Enterprise Software Implementation
• 2+ years of people management experience
• Proven track record of managing large complex systems projects and teams
• Expertise in enterprise software with deep understanding in system integration to drive product implementation
• Operational excellence in leading Services including utilization and resource management

Qualifications

• Experience in leading and managing teams
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Excellent problem-solving and analytical skills
• Ability to prioritize tasks and meet deadlines

Skills

• Enterprise Software Implementation
• People Management
• System Integration
• Project Management
• Leadership

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retailer programs
• 1% charitable giving program

Pay

Base pay: $80,000 - $200,000

Schedule

Full-time, remote work option

Company Information

Veeva is a Public Benefit Corporation (PBC) that believes in doing the right thing, customer success, employee success, and speed. Veeva’s core values guide its decision-making and define its culture. Veeva supports charitable causes entirely through employee-driven donations and does not use non-compete agreements.

Equal Opportunity Employer

Veeva is committed to creating a diverse environment and is proud to be an equal opportunity employer. We do not discriminate based on race, color, religion, gender, sexual orientation, age, marital status, disability, veteran status, or any other characteristic protected by law.