Services Engagement Manager - ClinData

A Services Engagement Manager at Veeva Systems plays a vital role in ensuring successful customer engagements for ClinData implementations. Key responsibilities include setting client expectations, delivering proposals and Statements of Work, and collaborating closely with sales and services teams to establish a winning strategy tailored to each client. The SEM also manages project charters including staffing and timelines, along with fostering relationships within the partner ecosystem to ensure a seamless implementation experience.

To qualify for the Services Engagement Manager position at Veeva Systems, candidates should possess over 5 years of experience delivering consulting services in Clinical Data Applications. Additionally, a minimum of 2 years in scoping projects and negotiating Statements of Work, combined with an understanding of clinical trial data capture, is essential. Strong negotiation skills and the ability to engage with varying audience perceptions are also crucial for success in this role.

The Services Engagement Manager contributes to customer success at Veeva Systems by ensuring clear and effective communication of project expectations right from the start. By closely aligning with both internal teams and customers, the SEM sets a solid foundation for implementation projects, determining the right strategies and support needed to enhance customer experiences and ensure that clients achieve their goals efficiently.

Veeva Systems promotes a vibrant work culture centered around its core values: Do the Right Thing, Customer Success, Employee Success, and Speed. As a Services Engagement Manager, you’ll enjoy a supportive environment where your contributions matter. The company embraces a ‘Work Anywhere’ model, allowing flexibility to work from home or the office, which enhances your work-life balance and empowers you to thrive in your ideal setting.

In the role of Services Engagement Manager at Veeva Systems, travel commitments are relatively light, estimated at less than 25%. This allows you to maintain a healthy work-life balance while still meeting with clients as needed to ensure successful implementation and relationship management while primarily working from your preferred location.

Veeva Systems stands out as a unique career choice for a Services Engagement Manager because of its commitment to positive social impact, being a public benefit corporation. The company's focus on customer and employee success, combined with its innovative solutions in the life sciences sector, provides an excellent opportunity for those looking to make a difference while being part of a rapidly growing SaaS organization.

A successful Services Engagement Manager at Veeva Systems must possess strong negotiation and communication skills, along with an understanding of the clinical trials domain. Collaboration and a consultative work style are also key, as SEMs need to engage with various stakeholders, navigate complex project scopes, and ensure client satisfaction throughout the implementation process.

When asked about your experience with clinical trial systems, be prepared to share specific examples from your career. Discuss how you have engaged with clinical data applications, scoping project plans, and negotiating Statements of Work. Highlight any successful implementations you have overseen and the outcomes achieved for clients. Show your understanding of how various systems like EDC, IVRS, and CTMS integrate and function together.

In such a scenario, it’s important to maintain open communication. Start by discussing the issue directly with the client, ensuring you understand their concerns and expectations. Then, clearly articulate the capabilities of the project in relation to their expectations, using data and previous experiences to underline your points. It’s vital to adjust their expectations while emphasizing the commitment to achieving their long-term success.

Creating a detailed project charter starts with thorough scoping and aligning with both clients and internal teams. Discuss the importance of stakeholder engagement to gather comprehensive requirements. Outline how you would define timelines, resources needed, and clearly specify the scope of work. Highlight the importance of documenting every step accurately and getting client sign-off to ensure everyone is on the same page.

To ensure a successful implementation process, I focus heavily on upfront communication and setting clear objectives with clients. By establishing a solid relationship and understanding their unique needs from the outset, I can tailor the project plan accordingly. Regular check-ins and feedback loops during the implementation help monitor progress and adjust strategies proactively.

Collaboration is key when working with sales and services teams. I prioritize open and ongoing communication, ensuring all parties understand their roles and project goals. Regular meetings to discuss progress and updates help align efforts, while leveraging the unique expertise of each team member can lead to more innovative solutions and increased client confidence.

I rely on tools such as project management software like Asana or Trello to track timelines and deliverables efficiently. Additionally, agile methodologies prove effective, allowing for adaptability and iterative progress checks. I find regular stand-up meetings very useful to keep the team focused and on track while tackling challenges that may arise.

When faced with negotiation, it is crucial to approach the discussion with a problem-solving mindset. Share a scenario where you actively listened to the client's concerns and used data to provide them with clear options. By keeping the lines of communication open and focusing on creating a win-win situation, you can often reach a satisfactory resolution that fosters trust and strengthens the relationship.

Managing stakeholder expectations is vital in my role. Discuss instances where you effectively communicated timelines, deliverables, and potential challenges to stakeholders. Use specific examples that illustrate how you adjusted strategies and communicated transparently to achieve a positive outcome for both clients and the internal team.

I stay updated on life sciences trends through various channels such as industry journals, webinars, and networking with peers. I attend conferences and actively participate in professional groups that focus on clinical data applications. By continuously educating myself, I can provide clients with the most relevant insights and solutions tailored to their needs.

Success as a Services Engagement Manager requires strong communication skills, adaptability, and the ability to forge relationships. You must be a strategic thinker who can navigate complexities and negotiate effectively. Being detail-oriented in project management, while also maintaining a focus on customer success and collaboration, are equally important in leading client engagements effectively.