At Veeva, we build enterprise cloud technology that powers the biggest names in the pharmaceutical, biotech, consumer goods, chemical & cosmetics industries.
Our customers make vaccines, life-saving medicines, and life-enhancing products that make a difference in everyday lives.
Our technology has transformed these industries; enabling them to get critical products and services to market faster. Our core values, Do the Right Thing, Customer Success, Employee Success, and Speed, guide us as we make our customers more efficient and effective in everything they do.
The director for Commercial Customer Success in Europe is responsible for the day to day management and performance of the CRM and Commercial Content CSM teams within the region.
This is a management role with both direct reports who are individual contributors and first line managers as well as hiring responsibilities.
This role can be either based in Barcelona or Remote in Europe.
What You'll Do
Lead regional vision and execution of CSM team
Performance management of existing Customer Success team
Active senior leader in the Veeva EU management team
Drive Customer Success : Improve our clients experience by partnering with other functions; marketing, sales, product management, and strategy to improve the end to end customer experience to drive customer satisfaction and retention
Provide sales with an early warning on renewal risks by maintaining health status across all customers - identifying and addressing any customer product related issues or escalations
Work with the Product Management team to provide insight on the live customer experience
Engage with Sales and strategy on account team model
Drive program success for Enterprise and SMB customers across Force.com and Vault platforms
Monitor quarterly progress of CSMs against their territory plans’
Lead Customer Community Events coordination within the region
Recruitment and hiring of new CSMs
Educate, manage and mentor first line managers
Deep understanding of SaaS Enterprise CRM and / or content management applications
3+ years management experience
3+ years consulting or customer success experience
Strong technical aptitude
Excellent communication skills customer facing and internal
Track record of managing Customer and Employee Success
Nice to Have
Life Sciences sales and marketing process knowledge
Experience with regulated content management in Life Sciences
Experience managing first line managers
Customer Success Management experience
Experience deploying CRM to multi-national companies
Perks & Benefits
Allocations for continuous learning & development
Health & wellness programs