Customer Success Manager

Team: Customer Success

City: Osaka

Country: Japan

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Veeva [NYSE: VEEV] is the leader in cloud-based software for the global life sciences industry. Committed to innovation, product excellence, and customer success, our customers range from the world’s largest pharmaceutical companies to emerging biotechs. Veeva’s software helps our customers bring medicines and therapies to patients faster.
We are the first public company to become a Public Benefit Corporation. As a PBC, we are committed to making the industries we serve more productive, and we are committed to creating high-quality employment opportunities.
The Role
The success of our customers is Veeva’s mission and our commitment, delivered by fostering a pro-active partnership and providing best-in-class services. Our Customer Success Manager (CSM) team is specifically focused on the success of our Vault customers.
 
Our CSMs are highly skilled individuals with strong life sciences industry experience and eClinical, eRegulatory, or eQuality Systems know-how. Combining our customer knowledge with product expertise, we help customers identify how to add value, adopt best practices, and drive industry transformation.
What You’ll Do

  • Own a Customer Success strategy for Enterprise and emerging mid-sized life-sciences customers
  • Establish relationships and consistent touchpoints with key customer stakeholders across IT and the Business to establish a strong Veeva Clinical, Quality or RIM program
  • Effectively demo Vault capabilities including use-cases, best practices, challenges, and how to address known gaps
  • Guide customers on best practices to optimize the consumption of Veeva releases (e.g. change management and validation)
  • Evaluate how customers are managing their Vault investment and identify efficiency and effectiveness gains
  • Effectively influence and drive change within customer organizations
  • Build and manage customer working groups and communities so that our customers have an avenue for peer-to-peer interactions and development of best practices

Requirements

  • Job experience in the life sciences companies or service vendors in Quality, Regulatory or Clinical space
  • Proven ability to translate between IT and Business stakeholders to ensure business goals are achieved
  • Proven ability to hold a deep discussion around drug development with life science customers
  • Understanding of life sciences compliance and computer systems validation requirements.
  • Ability to travel
  • Business level in English and Native level in Japanese verbal and written skills

Nice to Have

  • Direct experience implementing /consulting on known eClinical, eRegulatory, or eQuality technologies – e.g. Vault Applications, OpenText, DXC FirstDoc, Acuta, Extedo, Amplexor, Trackwise, Wingspan, etc.
  • Detailed understanding of emerging Clinical, Regulatory or Quality industry best practices, trends, and/or standards including DIA Ref Model, eCTD, IDMP, etc.
  • Process or Change Management Certifications (Six Sigma, BPM, ITIL, PROSCI or equivalent, GAMP).
  • Knowledge in life sciences compliance and computer systems validation requirements.

Perks & Benefits

  • Allocations for continuous learning and development
  • Health and wellness programs

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

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Work where it’s best for you

Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for each person. This applies across all locations and departments.

We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We’re investing more in offices, culture, and offsite meetings, not less.

Product teams are organized in regional product hubs for optimal collaboration and live within two time zones of their hub. Our current product hubs are located in Pleasanton, Los Angeles, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.

Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.

When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.

Work at Veeva. Work where it’s best for you.

A different kind of company. A Public Benefit Corporation.

Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation’s conduct—including customers, employees, and the community—in addition to shareholders’ interests.

What sets us apart

Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for you.

We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace.

Product teams are organized in regional product excellence hubs for optimal collaboration and live within two time zones of their hub. Our current product hubs are located in Pleasanton, Los Angeles, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.

Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.

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At Veeva, we believe in giving back. Veeva’s support for charitable causes is entirely employee driven because we think giving is personal and should be directed by the individual. With our 1% Veeva Giving program, each employee receives an amount equivalent to 1% of their base salary annually to support the non-profit(s) of their choice. We don’t dictate favored corporate causes or ask employees to donate to specific non-profits. We never support a charitable cause in exchange for commercial advantage or preferential treatment.

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Veeva’s core values — do the right thing, customer success, employee success, and speed — guide our decision making and define our culture. Doing the right thing means that we are concerned about more than just financial success and return to shareholders. We recognize a responsibility to customers, employees, environment, and society.As individuals, we pride ourselves on being good people who are honest, fair, and direct. We treat others with respect. As a company, we strive to be a good corporate citizen, a positive force in the business community, active in our communities, and an example to others.

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