Job Detail

Description

Based in our European HQ in Zug (Switzerland), this role is responsible to lead the EU CRM program, responsible for partnering with the commercial & medical affairs business functions and vendor partners on defining the configuration, data strategy and technical management of the EU CRM environment. This role will be responsible for technical management of CRM eco systems while strategizing the future state architecture and roadmap of the application ecosystem.

Position Summary:

The Analyst will work closely with functional leaders, organizational units, and subject matter experts to identify, develop, and deploy business processes leveraging existing IT application landscape.

Key Position Deliverables

This role has three major components

• EU CRM Architecture and Roadmap – strategizing, prioritizing, and driving on the future state business needs,


• EU CRM Delivery - managing and delivering on key projects and enhancements and


• EU CRM Support - supporting the application eco system

Principal Responsibilities: 

EU CRM Architecture and Roadmap

• Analyze the applicability of Veeva CRM and other applications as a solution for different busines problems


• Manage the application integrations across CRM landscape.


• Lead plan & deliver new and / or existing strategic platform capabilities that create tangible business value


• Collaborate with matrix teams to shape and drive platform roadmap in support of business & platform needs


• Able to build overall CRM architecture and articulate the data flows across the application landscape


• Ability to manage the overall commercial landscape (CRM, Promomat, Campaign) and integration of Medical affairs

EU CRM Delivery

• Manage the implementation, configuration and ongoing administration of internal CRM deployments, complete regular internal system audits and prepare for upgrades


• Track application changes with version control and ensure that release management is documented appropriately


• Partner with all stakeholders to manage quarterly Veeva CRM releases


• Execute & manage IT vendor contract (s) and Service Order (s) as needed


• Ensure management & control of IT project and / or operational financials and budgets as needed


• Author and maintain SDLC documentation including requirements, configuration specification and test plans

EU CRM Support

• The Analyst will be responsible for executing on the day to day configuration, support, maintenance and improvement of our CRM and other application platforms


• Act as Commercial and Medical Affairs Team’s day to day local administration expert on customer relationship management (CRM) system, including system troubleshooting and basic administrative tasks such as adding new account views, reports, and fields


• Run and maintain backend Veeva CRM processes including account alignment / assignment and account maintenance (addresses, status changes, mergers, and archiving)


• Collaborate closely with the Regulatory and Compliance function to ensure that all Legal and Regulatory requirements are maintained in the development and implementation of all integrated systems


• Govern changes requests via operational change control boards

Qualifications:

• At least 10+ years of experience in a combination of System development, maintenance and project management and delivery


• Deep understanding of Veeva Platform across Commercial products (CRM, CLM, Engage, Approved Email, etc.,)


• Prior experience with Veeva CRM is required. Preferred experience with other integrated applications like Promomat, Salesforce.com, Mavens, Medcomms


• Strong working knowledge of Commercial IT, processes, data, and systems is desired.


• Prior experience with a large transformation / global rollout program in CRM preferred


• Strong technical expertise in troubleshooting and resolving issues


• Strong understanding of the Master Data Management is desired


• Prior Programming experience and IT development tools knowledge: SQL Server, Microsoft Visual Studio using Visual Basic, HTML Web services, Website development, Windows Forms Apps Development and Web APIs


• Veeva CRM Administrator certification preferred


• Experience with multiple SDLC processes (Agile, Waterfall) preferred


• Previous experience in biotech / pharmaceutical setting strongly preferred


• Good business acumen to understand the value of business capabilities enabled by IT, interdependencies, and major risks


• Solid communication, facilitation, and organization skills


• Ability to develop strong and collaborative relationships with people at all levels within different functions


• Travel of up to 20% may be required

Education:

• Bachelor’s Degree in Computer Science or related field