Customer Success Manager - Quality (EU)

The Customer Success Manager - Quality at Veeva Systems plays a key role in supporting large global customers post-implementation of Veeva Vault applications. They ensure customer satisfaction by acting as a trusted advisor, managing relationships with application owners, and providing strategic guidance on how to optimize product usage and realize additional value.

To qualify for the Customer Success Manager - Quality position at Veeva Systems, candidates should possess over seven years of experience in life sciences, software, or consulting, with a focus on large global pharmaceutical companies. Strong customer-facing skills and experience managing executive relationships are essential.

Veeva Systems supports employee flexibility by offering a Work Anywhere policy, allowing Customer Success Managers - Quality to work remotely or in the office. This flexibility enables employees to thrive in their preferred working environment.

Working as a Customer Success Manager - Quality at Veeva Systems comes with numerous benefits, including remote work options, health and wellness programs, and an inclusive culture that values diversity. Employees also enjoy opportunities for charitable giving, contributing 1% of their salary to worthwhile causes.

Yes, this role may require occasional travel, up to 25%. This allows Customer Success Managers - Quality to meet with clients face-to-face and build stronger relationships, while also gaining valuable insights into customer needs.

The work culture at Veeva Systems is built around strong values that emphasize doing the right thing, customer success, and employee satisfaction. As a Customer Success Manager, you'll be part of a mission-driven organization that fosters collaboration, support, and a sense of purpose.

Veeva Systems encourages career development for Customer Success Managers through continuous learning opportunities, cross-functional projects, and active participation in strategic initiatives impacting customer success within the organization.

When answering this question, emphasize your ability to stay calm and focused. Share an example where you addressed a difficult issue by actively listening to the customer's concerns and collaborating to find a solution that satisfied all parties.

In your response, elaborate on your past work with global customers, highlighting your strategies for understanding diverse cultural needs, maintaining clear communication, and building trust with stakeholders across various regions.

Explain your approach to prioritization by discussing tools or methods you use to assess urgency and impact. Share a specific example where you successfully managed competing demands while ensuring each customer's needs were met.

When addressing this question, discuss your knowledge of Veeva's offerings and how you would leverage relationships to educate customers on new features or maximize their existing usage to achieve their business goals.

Provide a detailed account of a project you led, emphasizing your leadership skills, collaboration with teams, and how your efforts contributed to achieving customer satisfaction and improving outcomes.

Discuss key metrics such as customer retention rates, product adoption rates, and customer satisfaction scores. Explain why these metrics matter and how you have used them to track customer success in the past.

Share your commitment to continuous learning by mentioning resources you utilize, such as industry publications, webinars, and networking events. Emphasize your proactive approach to adapting to changes that could affect your customers.

Describe your familiarity with quality management principles in the life sciences sector, including any hands-on experience implementing systems that ensure compliance and help drive product quality.

Elaborate on your communication and interpersonal skills, providing examples of how you have effectively brought different teams together to work toward a shared objective, emphasizing the importance of synergy in achieving customer success.

Express your passion for customer success and share specific experiences that demonstrate your ability to connect with customers, your relevant industry expertise, and your alignment with Veeva's values, showcasing how you can positively impact their mission.