Associate Director, CRM Field Operations
Boston, MA (On-site)
Posted 6 weeks ago
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Job Description
Job Description
Vertex is in an exciting time of growth and innovation, and technology and data are valued as strategic assets for the organization. The North America Commercial Operations CRM Field Operations Team is looking for an Associate Director, CRM Field Operations to ensure continued customer centricity and success. The Associate Director, CRM Field Operations plays a critical role between the cross-section of sales and marketing and a close partnership with other business functions. The primary responsibility of this position will be to support designated BU HQ and Field teams with the continuous improvement of the customer relationship management (CRM) system.
The Associate Director, CRM Field Operations will be responsible for defining and prioritizing implementation and enhancements across the Veeva CRM platform that support Sales and Marketing. This role will partner cross-functionally to ensure Vertex provides capabilities and support needed from our systems to enable outstanding customer engagement. They will align our IT services and solutions to the business strategy to streamline and scale customer engagement activities.
- Drives CRM strategy and innovation, partnering with IT on new capabilities, best practices, and CRM maturity to enable our field teams for efficiency and success
- Owns and drives the NA Commercial Sales & Marketing roadmap of annual CRM priorities based on anticipated business needs for designated BUs
- Works with IT counterparts to build requirements and manage the agile workflow in JIRA
- Responsible for approving & prioritizing development work based on business priorities and user feedback
- Proactively identifies and communicates potential new improvements to platforms, leverages subject matter expertise to support both Sales & Marketing in identifying opportunities for improvement and communicating complex technical solutions to business problems
- Work closely with IT to oversee end-to-end sprint management activities and support IT by addressing business related changes throughout the implementation process
- Manages the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira
- Provides implementation support including validation of business requirements and User Acceptance Testing (UAT)
- Partners with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.
- Works with Veeva Align team to ensure correct account hierarchy and set up in Align flows into Veeva CRM.
- Works with Marketing partners on projects that need Veeva CRM integration. Eg: Approved email templates, CLM and training content on iPad, Website - Veeva Integration, Veeva batch emails, etc
- Aligns priority decisions with IT business partners, cross-functional teams, business stakeholders & leadership team members
- Serves as subject matter expert for the CRM (Veeva) as well as well versed in understanding the varying business processes and supporting technology used amongst the business team
- Trains end-users (e.g. field & marketing teams) on utilizing new technology & supports adoption
Required Knowledge/Skills
- Deep experience implementing/running technology adoption across global Commercial systems
- Experience working with on and offshore vendor partners within an Agile framework
- Strong JIRA & Confluence experience
- Knowledge of business processes and operations within a Commercial biopharma environment
- Exceptional stakeholder management, communication, problem solving, and presentation skills
- Strategic mindset; ability to identify process improvement opportunities and then deliver them
- Ability to work independently and navigate ambiguity across various levels of an organization
- Ability to travel domestically, as needed
- 8+ years of direct experience with Veeva CRM
- 3+ years of technology related project management experience
- 10+ years in life sciences
Pay Range:
$164,400 - $246,600Disclosure Statement:
The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.
Flex Designation:
On-Site DesignatedFlex Eligibility Status:
In this On-Site designated role, you will work five days per week on-site with ad hoc flexibility.
Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.
#LI-Onsite
Company Information
Vertex is a global biotechnology company that invests in scientific innovation.
Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com
Vertex Inc.
The rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before. This complexity demands intelligent solutions that enable businesses to satisfy tax obligations and support growth opportunities.The Trusted Leader in Tax Technology We're Vertex (VERX). A pioneer in tax automation for more than 40 years. We proudly serve over 4,000 customers worldwide with distinction and provide comprehensive tax solutions that enable global businesses to transact, comply and grow with confidence. Our software, content and services address the increasing complexities of global commerce and compliance by reducing friction, enhancing transparency and enabling greater confidence in meeting indirect tax obligations. As a result, our software is ubiquitous within our customers’ business systems, touching nearly every line item of every transaction that an enterprise can conduct. Our software is fueled by over 300 million data-driven effective tax rules and supports indirect tax compliance in more than 19,000 jurisdictions worldwide.We partner with the world’s most respected companies and harness their strengths to deliver the best tax technology solution to businesses across the globe. We integrate with key technology partners that span ERP, CRM, procurement, billing, POS and e-commerce platforms. We also work closely with over 50 tax, accounting and consulting firms to provide the integrated tax technology solutions. Our culture is the foundation of everything we do, guided by a common purpose to build trusted relationships at work, in business and in our communities. We strive to be a values-driven employer of choice who attracts, retains and inspires talented professionals to achieve their full potential. We employ over 1,100 full-time professionals today in the US, Europe and Brazil.
