Responsibilities

• Develop and lead the North America CRM and Field Platform strategy, roadmap, and governance model.
• Serve as the business owner and strategic lead for Veeva CRM and associated field technologies.
• Build and execute multi-year platform roadmaps aligned with Commercial, Medical, Market Access, and enterprise priorities.
• Establish platform governance processes that balance innovation, scalability, compliance, and user experience.
• Drive prioritization of platform enhancements, releases, investments, and capability expansion initiatives.
• Lead continuous optimization of CRM workflows, data capture processes, customer engagement capabilities, and field user experiences.
• Drive adoption and utilization of CRM capabilities across multiple customer-facing organizations.
• Partner closely with field leadership and business stakeholders to ensure CRM functionality aligns with business priorities and customer engagement models.
• Evaluate and deploy emerging Veeva capabilities that improve field effectiveness and operational efficiency.
• Partner with Digital, IT, and Data & AI teams to identify, pilot, and scale AI-enabled CRM capabilities.

Requirements

• Bachelor's degree required; Advanced degree (MBA, MSc, Information Systems, Engineering, Technology, Business, or related field) preferred.
• 10+ years of pharmaceutical, biotechnology, healthcare, commercial operations, or related technology experience.
• Minimum 5+ years leading CRM platforms, customer engagement technologies, or field technology organizations.
• Deep expertise with Veeva CRM, including platform strategy, governance, business ownership, enhancements, and lifecycle management.
• Demonstrated success leading CRM transformation, implementation, optimization, or modernization initiatives at scale.
• Experience leading large cross-functional initiatives involving business stakeholders, technology teams, vendors, and executive leadership.
• Strong understanding of customer engagement processes and customer-facing business operations.
• Experience managing platform governance, prioritization, release planning, and capability deployment.
• Experience designing and managing complex system integrations.
• Strong executive communication, presentation, and stakeholder management skills.

Preferred

• Experience with Veeva Vault, Approved Email, Engage, CRM Pulse, Nitro, Next Best Action, and emerging Veeva AI capabilities.
• Experience implementing or scaling AI-enabled CRM capabilities .
• Experience leveraging Generative AI, workflow automation, intelligent assistants, predictive recommendations, or digital engagement technologies.
• Salesforce ecosystem experience.
• Commercial Operations or Field Excellence leadership experience.
• Product launch and commercialization support experience.
• Field technology governance experience.
• Enterprise platform integration experience.
• Customer master data and CRM data architecture experience.
• Experience supporting large-scale organizational transformation initiatives.

Benefits

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year