Director, Commercial Customer Success
Veeva Systems
Barcelona, Spain
hace 5 días

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 Role

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 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
  • Requirements

  • 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
  • University education
  • 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
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