Managed Services Consultant

About the role

The Managed Services Consultant for the Align team at Veeva owns the end-to-end health of assigned life sciences customer accounts utilizing the Align solution. This position requires acting as a subject matter expert for Veeva Align, managing ongoing application administration and consulting for customers in a remote capacity. The consultant will ensure that territory alignment processes function correctly and configure system settings based on client needs during dedicated support sessions. A core responsibility involves creating and maintaining documentation of alignment decisions to facilitate future audits and compliance reviews. This role demands collaboration with internal departments to resolve intricate customer issues efficiently and coordinate resolutions. The consultant will communicate policy updates clearly to ensure clients understand structural changes and their implications. Another critical function is verifying data accuracy after adjustments to prevent downstream reporting issues and maintain data integrity. Finally, the consultant will lead educational sessions and translate client business requirements into technical instructions for the development team to guide product evolution.

Key facts

What you'll do

• Perform comprehensive administration of the Align solution for assigned life sciences accounts to ensure operational excellence.
• Act as a subject matter expert for the Align platform, providing advanced consulting to address complex customer scenarios and requirements.
• Ensure territory alignment processes function correctly for all customers, diagnosing and resolving configuration discrepancies proactively.
• Configure system settings based on client needs during support sessions, tailoring the platform to meet specific business objectives.
• Create and maintain detailed documentation of alignment decisions, providing a clear audit trail for governance and compliance purposes.
• Coordinate with internal departments such as product and engineering to resolve intricate customer issues efficiently and within service level agreements.
• Communicate policy updates to clients in a clear and timely manner, ensuring they understand structural changes and can adapt their workflows accordingly.
• Verify data accuracy after system adjustments and configuration changes to prevent reporting issues and ensure reliable insights.
• Lead educational sessions and training workshops to help clients maximize their investment in the Align solution and achieve desired outcomes.
• Translate detailed client business requirements into precise technical instructions for the development team, facilitating effective product enhancements.
• Manage the full scope of customer interactions for the territory, serving as the primary point of contact for alignment-related inquiries and support.
• Utilize advanced problem-solving skills to troubleshoot issues, driving to resolution while maintaining a high level of client satisfaction.
• Monitor the health of assigned accounts continuously, identifying risks and opportunities to optimize the use of the Align platform.
• Collaborate with cross-functional teams to align support strategies and improve the overall customer experience for life sciences clients.

Requirements

• Must possess three to five years of consulting experience, demonstrating a track record of success in client-facing advisory roles.
• Must have a thorough understanding of Veeva Align features and capabilities, including configuration and administration best practices.
• Must have the right to work in the United States without the need for company sponsorship for employment visas.
• Must exhibit strong verbal and written communication skills to engage effectively in virtual interactions with clients and stakeholders.
• Must be able to work remotely in a fully distributed team environment while maintaining high levels of engagement and productivity.
• Must demonstrate a commitment to adhering to strict deadlines and managing multiple priorities in a fast-paced SaaS environment.
• Must possess a foundational knowledge of life sciences industry terminology and compliance considerations relevant to cloud software platforms.
• Must be proficient in using collaboration tools and video conferencing software to maintain consistent communication with clients.

Nice to have

Previous experience in customer success or client-facing roles within the life sciences or technology sectors is considered valuable for this position.

Practical notes

United States work authorization is required. Veeva Systems does not plan to provide sponsorship for employment visa status for this position. This is a remote, full-time, permanent position. Please verify all information on the official application page. Details regarding location, compensation, and engagement terms are subject to confirmation through official channels.