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IT CRM Manager
Sunnyvale, CA

IT CRM Manager

General Position Summary/Purpose: 
We are seeking an IT CRM Manager to implement and support our Sales/Commercial and Medical CRM application (Veeva) based on the Salesforce platform. The resource will be hands-on and will collaborate closely with Commercial, Sales, Medical, IT Operations, Marketing, and our partner Veeva. In addition, the IT CRM Manager will direct consulting resources to support Veeva/Salesforce.com. The position will report to the Associate Director, Commercial Applications. 
Key Accountabilities/Core Job Responsibilities: 
  • Direct consulting resources to support Veeva/Salesforce.com.
  • Take ownership for the delivery of solutions for Veeva/Salesforce.com.
  • Serve as the functional expert on the Veeva/Salesforce platform.
  • Lead requirements gathering efforts (Business Process/Functional and Technical Specifications) for the CRM application. Play an active role in the entire SDLC - requirements gathering, design, development, testing, deployment, and operations support.
  • Implement new changes and updates to the Veeva application (application configuration, new functionality, reports, and dashboards)
  • Prepare and execute data loads with the Apex Data Loader
  • Author and validate test plans, prepare test scripts, perform tests, and analyze results
  • Assist in the generation of documents and reports
  • Assist in the creation of training materials
  • Provide CRM administration and operational support including user and security management, hierarchies, roles, data management, and report creation in coordination with Commercial and Sales Operations groups
  • Serve as the system administrator for CRM and be responsible for post-production end-user support
  • Create and manage custom objects, page layouts, fields, and reports within Veeva
  • Implement new products and packages within Veeva and communicate updates to users and vendor partners. Lead system testing of new updates and releases. Manage project/release timelines by coordinating with respective internal stakeholders as well as with vendors/implementation partners.
  • Become an expert and administrator for all existing Sales/Commercial/Medical operational reports and dashboards, and work with Sales/Commercial/Medical to develop and launch new reports and dashboards
  • Escalate issues to Sales/Commercial/Medical Operations and IT Management and vendor support as needed

Qualifications, Experience, and Education Requirements (degree, certifications, etc.): Include must have and preferred 
  • 4+ years of CRM administration and application design/support; previous experience with Salesforce platform required (previous experience with Veeva highly preferred)
  • Experience working with the life sciences industry is preferred
  • Familiarity with relational databases and related concepts
  • Familiarity with customer and sales data
  • Solid business process/requirements analysis and re-engineering
  • Working knowledge of the software development life cycle
  • Understanding of mobile computer trends and concepts
  • Self-motivated with high degree of initiative and excellent follow-up skills, along with strong analytical and problem-solving skills
  • Well organized, results oriented and eager to tackle difficult problems
  • Ability to communicate and work effectively with field-based and non-technical users
  • Good documentation skills, design functional specifications, test scripts, and training documents
  • Strong verbal and written communications skills, able to present information and make recommendations to management and individuals
  • Effectively communicate and coordinate with internal customers, vendors, and others, as necessary
  • Bachelor's degree in business, computer science or related discipline
  • SalesForce.com certified Admin is a plus
Equal Opportunity Employer Minorities/Women/Veterans/Disabled 
For more information on this job posting, click Here.
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