Field CRM Lead

Responsibilities

• A. CRM Platform Ownership & Product Roadmap | Estimate: 35% of Time• Vision in leadership: Develop and drive a clear organizational vision for our field CRM systems, and drive functionality, usage, and effectiveness in support of helping our field teams maximize performance. • Multi-Platform Stewardship: Own the functional configuration, optimization, and system lifecycle of Veeva CRM (supporting sales, account management, and field marketing) and Salesforce (supporting Patient Services/FAM and PAM workflows). Play an active role in the overall experience with CRM and our reporting dashboard to ensure an optimized experience. • Enhancement Prioritization: Direct the governance framework to capture, evaluate, and prioritize system enhancements, translating field user feedback and brand strategies into structured CRM and reporting product backlogs. • Vendor & Integrator Governance: Partner with IT to lead collaborations with platform vendors, data consulting groups (e.g., ZS Associates), and implementation agencies to steer project timelines and scope deliveries. • System Integration Alignment: Oversee how the CRM architecture connects with peripheral data systems, ensuring territory alignments, data change requests (DCRs), and roster changes sync cleanly across all commercial applications.
• B. User Experience (UX) Advocacy & Field Enablement | Estimate: 25% of Time• Cross-functional leadership: Drive consistent proactive cross functional collaboration to align enhancements to the broad vision and tactical decisions • Voice of the Field: Serve as the definitive advocate for CRM user experience, implementing structured feedback mechanisms (e.g., field surveys, operational focus groups) to identify and systematically resolve process friction. • Training Strategy & Program Delivery: Partner with commercial trainers to design, deploy, and co-facilitate ongoing system education, monthly commercial operations office hours, and robust CRM onboarding for new field hires. • Advisory Council Leadership: Establish and lead a monthly Field CRM Advisory Team to capture real-time system performance insights and pilot usability solutions before broad field deployment.
• C. Digital Capabilities & Campaign Execution | Estimate: 20% of Time• CRM and Dashboard Experience: Partner with IT and the data team to ensure the CRM interface provides seamless, high-performance integration with data visualization dashboards to ensure a connected user experience. Think beyond the CRM system, and think about the user. Partner closely with functions, the analytics team, and the data team to develop a broad point of view and reflect it effectively. • Marketing Digital Support: Partner with marketing operations to drive the technical capabilities and system setups to support the digital dissemination of promotional assets, detailing tools, and remote engagement platforms (e.g., RTEs).

Requirements

• • Bachelor’s Degree: Required (preferably in Business Administration, Information Systems, Healthcare Management, Marketing, or a related commercial/technical discipline). • Biopharma / Life Sciences Industry: 6+ years of progressive experience within commercial operations, sales operations, or marketing operations in the pharmaceutical, biotechnology, or medical device industries. • Commercial Tech Stack Ownership: 4+ years of hands-on experience managing, configuring, or strategically administering life sciences CRM platforms—specifically Veeva CRM and Salesforce. • Multi-User Profile Governance: Proven track record of supporting and optimizing CRM workflows for matrixed field team roles, including Key Account Managers (KAMs/Sales), Field Marketing, Field Access Managers (FAMs), and Patient Access Managers (PAMs). • Vendor & Integrator Oversight: Demonstrated experience managing external implementation partners, data consulting firms, MarTech vendors, or systems integrators. • Product Roadmap & Enhancements: Experience designing user feedback loops, collecting field requirements, managing technical backlogs, and leading phased enhancement releases. • Cross-Functional Data Architecture: Deep working knowledge of how CRM environments integrate with peripheral commercial data systems, including data visualization dashboards, territory alignment processes, data change requests (DCRs), and roster controls. • Regulatory & Compliance Acumen: Thorough understanding of healthcare compliance rules governing field interactions, promotional material usage, HIPAA/data privacy guardrails, and aggregate spend tracking.

Preferred

• Advanced Degree / Certifications (Preferred): ○ Master’s Degree (MBA or MS in Information Systems/Healthcare) is a plus. ○ Administrator or Consultant Certifications in Veeva CRM (e.g., Veeva Certified Administrator) and/or Salesforce (e.g., Salesforce Certified Administrator / Sales Cloud Consultant).

Benefits

• BENEFITS OF JOINING OUR TEAM • Comprehensive medical benefits: we value access to healthcare for our patients as well as our employees • Generous vacation / holiday time off: we care about our employees and encourage a balanced lifestyle • Competitive 401(K) matching