Customer Success Manager - CRM Suite

The Role

Veeva is looking for a Customer Success Manager (CSM) to join our team in Japan, focused on ensuring the success of our customers utilizing Vault CRM suite products. We're seeking proactive individuals with deep life sciences expertise who are eager to help customers maximize the value of their Veeva solutions.

As a key member of our CSM team, you'll work closely with customers, acting as a trusted advisor for their CRM related initiatives. In this role, you'll be responsible for fostering strong customer relationships, understanding their success criteria, and guiding them in adopting best practices to achieve their business goals with the CRM suite. You'll proactively identify opportunities for improvement, drive solution adoption, and ensure our customers gain maximum value from their investment. Additionally, you'll proactively track necessary feature enhancements related to Japanese commercial and medical requirements and collaborate with the Product Management team to gather product feedback from customers.

This is a full-time permanent role based in our Japan office. This is a highly customer-facing position, and while your primary work location will be the Japan office, you should be able to travel to customer sites as needed within Japan.

What You’ll Do

• Independently lead customer engagements as a primary contact from “go live” onward
• Understand the customer, their strategic objectives, and challenges related to their day-to-day commercial operations and the use of CRM suite products, ensuring their success and maximizing the value they derive from our solutions.
• Serve as a trusted advisor for a portfolio of key customers utilizing CRM suite products in Japan, building strong relationships with their application owners and strategic stakeholders.
• Proactively track and understand necessary feature enhancements related to Japanese commercial requirements for CRM suite products and collaborate closely with the Product Management team to gather product feedback from customers in Japan.
• Provide strategic guidance to customers on best practices for CRM suite products, helping them streamline their processes and achieve their business goals.
• Act as the primary liaison between the customer and various Veeva teams (Account Partner, Business Consulting, Product, Support, Services) to address customer needs and ensure a seamless experience.
• Facilitate cross-customer connections within the Japanese life sciences industry for collaboration opportunities and industry learning.
• Communicate effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences. This includes delivering product updates, demonstrating new features, and articulating the value proposition of CRM suite product enhancements.
• Lead CRM related communities with Strategy and Product for CRM suite existing customers. This community is to foster a vibrant, knowledgeable, and engaged group of commercial professionals. It will serve as a collaborative space for CRM suite customers to share insights, engage in educational sessions, and discuss regulatory updates and technical challenges.

Requirements

• 5+ years of experience in a customer-facing role working with enterprise software solutions.
• Solid understanding of the broader enterprise commercial software landscape, including CRM, MA, BI/Analytics, and AI.
• Ability to manage multi-layered relationships (from end-users to mid-level management) and facilitate discussions across different departments.
• Strong problem-solving skills and a proactive approach to identifying and addressing customer needs and challenges.
• Proven ability to drive customer adoption and value realization from complex software solutions.
• Excellent written and verbal communication skills in both Japanese and English.
• Ability to travel occasionally to customer sites within Japan as needed.

Nice to Have

• Good working knowledge of the local commercial pharma industry, the compliance, and the regulations or experience for working at a local pharma company.
• Prior experience with Veeva Products or other CRM systems such as Salesforce, IQVIA OCE, MS Dynamics 365.
• Familiarity with the software development lifecycle, enterprise software implementation methodologies, and API-based integrations.