Customer Facing Application (CFA) Strategy and Operations Senior Specialist

Job Description

Reporting to the CFA Strategy and Operations Lead, the Customer Facing Application (CFA) Strategy and Operations Senior Specialist executes the strategic roadmap for US Commercial customer-facing applications, including the evolution of Veeva and Veeva Account Management. 

Through a deep understanding of customer-facing roles, including that of the Field Sales Representative and Key Account Manager, this individual will partner closely with internal stakeholders across business and technical teams, as well as external providers to evolve our strategic customer engagement model.  The CFA senior specialist will directly contribute to the transformation to a bi-directional engagement model through our Veeva capabilities and processes for field representatives.

The individual will condense the desired changes or strategic platform enhancement requests into consumable artifacts for distribution/sharing with impacted stakeholders to address both long and short-term issues facing field sales. The individual will represent the field facing channel to drive an omnichannel experience with our customers.  The individual will triage and address operational issues that arise related to capability modifications. These capabilities align to key field sales competencies, namely, customer activity reporting, product promotion and business acumen.

Success in this role will require strong project management skills and an effective partnership across many functions including Sales Leadership, Account Executive Leadership, US Market Operations, Technical, Training, Compliance and Communications teams. 

This role will ensure:

• Realization of the US Commercial CFA roadmap

• Drive an omnichannel experience with our customers representing the field facing channel

• CFA capabilities are functioning as intended 

• Related business processes are executed to ensure capabilities continue to be fully realized

• Processes are aligned with compliance requirements

• Core strategic platform upgrades are prepared for from a business perspective

• Operational issues are triaged and addressed in a manner that meets the needs of the business

Responsibilities and deliverables include, but are not limited to:

• Drive creation of planned approach, identify expert stakeholders for engagement and contribution to scope of work

• Facilitate close collaboration with US Market Operations, Sales Operations, Communication and other critical stakeholder teams to execute against planned approach

• Engage with legal, compliance, and other similar bodies to seek guidance and alignment on new/novel approaches for customer interactions with the field

• Communicate with senior Sales and Account Leadership to align on approach, share progress, and for risk mitigation

• Partnering with technical and/or strategic partners to lead the implementation of capabilities

• Define and execute against a plan to measure success

Required Education:

• Bachelor's degree

Required Experience and Skills:

• Strong project management skillset

• Business analysis, problem solving, understanding of sales and marketing strategic priorities

• Minimum 3 years’ experience in Sales/Marketing Operations, field sales, or account management

• Demonstrated ability to collaborate, plan and execute

• Experience in the development or implementation of capabilities (e.g., requirements definition, user acceptance testing)

• Communication and cross-functional collaboration

• Business process design/re-design

• Strategic thinking, business acumen, problem solving, understanding of sales and marketing

• Ability to negotiate and influence key stakeholders, and lead without authority

• Strong verbal and written communication skills

• High Compliance IQ: A strong understanding of field sales policy and compliance priorities within a pharmaceutical organization, including the ability to apply to a variety of real-world sc