Vertex
CRM Field Operations Lead
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.
Key Duties and 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 and 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
Required Education and Experience
Bachelor's degree in business, technology, or equivalent
7+ years in biopharma technology, with experience supporting Commercial functions and with Veeva CRM / Vault
Required Knowledge, Skills, and Abilities
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
Pay Range: $139,200 - $208,800 Disclosure Statement : The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. 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.
Flex Designation: Hybrid-Eligible or On-Site Eligible Flex Eligibility Status : In this Hybrid-Eligible role, you can choose to be designated as : 1. Hybrid : work remotely up to two days per week; or select 2. On-Site : work five days per week on-site with ad hoc flexibility.
Company Information Vertex is a global biotechnology company that invests in scientific innovation. 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. Vertex is an E‑Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
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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.
Key Duties and 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 and 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
Required Education and Experience
Bachelor's degree in business, technology, or equivalent
7+ years in biopharma technology, with experience supporting Commercial functions and with Veeva CRM / Vault
Required Knowledge, Skills, and Abilities
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
Pay Range: $139,200 - $208,800 Disclosure Statement : The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. 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.
Flex Designation: Hybrid-Eligible or On-Site Eligible Flex Eligibility Status : In this Hybrid-Eligible role, you can choose to be designated as : 1. Hybrid : work remotely up to two days per week; or select 2. On-Site : work five days per week on-site with ad hoc flexibility.
Company Information Vertex is a global biotechnology company that invests in scientific innovation. 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. Vertex is an E‑Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
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