Managed Services Consultant

About the role

In this role, you own the end-to-end remote consulting engagement for a live Veeva Vault customer, acting as their trusted advisor on content-centric business processes. You will diagnose customer needs and translate them into actionable solutions using Veeva Vault to manage clinical trial, quality management, manufacturing, regulatory, sales, and marketing workflows. You will design and deliver training, configuration guidance, and process documentation that enable customer administrators to operate the system efficiently on a daily basis. You will build long-term strategic relationships with key stakeholders, ensuring alignment between system usage and the customer's evolving business objectives. You will leverage your expertise to drive customer success by removing roadblocks and maximizing the value they derive from their Veeva investment. This position requires a proactive mindset and strong communication skills to collaborate effectively in a fully remote environment without the need for travel. You will work closely with internal Veeva teams to escalate issues, share best practices, and contribute to the continuous improvement of our service offerings. This is a permanent, full-time role that provides the opportunity to grow within Veeva and make a meaningful impact on the life sciences industry.

Key facts

What you'll do

Conduct discovery sessions with customer administrators to understand their current content management processes and pain points.

Design tailored solutions in Veeva Vault that address specific customer requirements for clinical operations, quality management, and regulatory compliance.

Develop and deliver remote training programs that empower customer teams to use Veeva Vault effectively and independently.

Create detailed configuration guides, process maps, and standard operating procedures that support long-term system adoption.

Serve as the primary point of contact for assigned customers, responding to inquiries and providing timely resolution of system-related questions.

Analyze system usage data and customer feedback to identify optimization opportunities and drive continuous improvement initiatives.

Collaborate with internal product and engineering teams to communicate customer needs and influence future product enhancements.

Lead the development of customer success plans that outline milestones, adoption targets, and value realization strategies.

Perform regular business reviews with customer stakeholders to review outcomes, discuss new use cases, and reinforce the value of Veeva Vault.

Establish strong working relationships with customer administrators, becoming a trusted advisor in their digital transformation journey.

Support the implementation of new Vault features and modules, ensuring smooth transitions and minimal disruption to ongoing operations.

Document customer-specific configurations and customizations to maintain institutional knowledge and enable seamless handovers.

Identify cross-customer patterns and best practices that can be leveraged to improve service delivery across the Managed Services portfolio.

Act as an internal advocate for customer feedback, elevating critical issues and suggestions to the appropriate Veeva teams for consideration.

Requirements

You must be authorized to work in the United States and not require work authorization sponsorship from Veeva Systems for this position.

You must reside in the state of Pennsylvania

Philadelphia.

You must have the right to work in the United States under federal law without requiring sponsorship or authorization by Veeva Systems now or in the future.

You must be able to start within 30 days of receiving a signed offer letter.

You must have at least three years of professional experience in a consulting, customer success, or project management role.

You must have demonstrated experience managing complex projects and delivering results in a fast-paced, deadline-driven environment.

You must possess strong written and verbal communication skills to effectively interact with customers and internal stakeholders remotely.

You must be comfortable working independently and managing your time effectively in a remote work setting.

You must have a proven track record of building and maintaining long-term relationships with stakeholders at customer organizations.

You must have experience with enterprise software implementations or managed services engagements in a SaaS environment.

You must be proficient in using collaboration tools such as video conferencing, instant messaging, and cloud-based documentation platforms.

You must have strong problem-solving skills and the ability to analyze complex business requirements and propose practical solutions.

You must demonstrate a customer-obsessed mindset, prioritizing customer satisfaction and success in every interaction.

You must be adaptable and comfortable navigating ambiguity while managing multiple priorities and deadlines.

Practical notes

This is a remote, full-time permanent role with Veeva. There is no work location requirement, allowing you to structure your work around your ideal environment. The position is customer-facing but does not involve travel, ensuring a focused remote work experience. However, there may be travel opportunities at select times of the year for internal events, providing a chance to connect with colleagues in person. Veeva Systems does not anticipate providing sponsorship for employment visa status, such as H-1B or OPT, for this role, so candidates must ensure they have the necessary authorization to work in the United States. You are expected to start promptly within 30 days of receiving a formal offer, so please consider your current commitments and availability before applying. The role requires a long-term commitment to customer success and adherence to Veeva's mission of transforming life sciences through technology.