Customer Success Manager - Quality
Veeva
Full-time
On-site
Tokyo, Japan
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
Veeva is looking for a Customer Success Manager (CSM) to join our team in Japan, focused on ensuring the success of our customers utilizing Veeva Quality Cloud. We're seeking proactive individuals with deep life sciences expertise who are eager to help customers maximize the value of their Veeva solutions.
As a key member of our CSM team, you'll work closely with customers, acting as a trusted advisor for their Veeva Quality initiatives. In this role, you'll be responsible for fostering strong customer relationships, understanding their success criteria, and guiding them in adopting best practices to achieve their business goals with Veeva Quality. You'll proactively identify opportunities for improvement, drive solution adoption, and ensure our customers gain maximum value from their investment. Additionally, you'll proactively track necessary feature enhancements related to Japanese regulatory requirements and collaborate with the Product Manager team to gather product feedback from customers.
This is a full-time permanent role based in our Tokyo office. This is a highly customer-facing position, and while your primary work location will be the Tokyo office, you should be able to travel to customer sites as needed within Japan.
What You'll Do
- Serve as a trusted advisor for a portfolio of key customers utilizing Veeva Quality solutions in Japan, building strong relationships with their application owners and strategic stakeholders.
- Understand customer strategic objectives and challenges related to their operations and the use of Veeva Quality, ensuring their success and maximizing the value they derive from our solutions.
- Proactively track and understand necessary feature enhancements and collaborate closely with the Product Manager team to gather product feedback from customers in Japan.
- Provide strategic guidance to customers on best practices for Veeva Quality, helping them streamline their processes and achieve their business goals.
- Act as the primary liaison between the customer and various Veeva teams (Account Partner, Product, Managers, Services) to address customer needs and ensure a seamless experience.
- Facilitate cross-customer connections within the Japanese life sciences industry for collaboration opportunities and industry learning.
- Communicate effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences. This includes delivering product updates, demonstrating new features, and articulating the value proposition of Veeva Quality enhancements.
Requirements
- 5+ years of experience working in a life sciences environment in a consultative or functional analyst/lead role. Alternatively, over 3+ years of experience using Veeva products or another document/quality event management application.
- Demonstrated ability to build and maintain strong relationships with key customer stakeholders.
- Proven ability to drive customer adoption and value realization from complex software solutions.
- Excellent written and verbal communication skills in both Japanese and English.
- Ability to clearly articulate complex technical and business concepts to diverse audiences.
- Strong problem-solving skills and a proactive approach to identifying and addressing customer needs and challenges.
- Ability to travel occasionally to customer sites within Japan as needed.
Nice to Have
- Experience with Veeva Quality or other quality management systems such as TrackWise, MasterControl.
- Experience in Quality & Manufacturing within a Life Sciences, CMO, or CRO company.
- SaaS/ Cloud experience in the management of Quality Systems or document management system.
- Familiarity with the software development lifecycle and enterprise software implementation methodologies.
Perks & Benefits
- Veeva Giving. Financial contributions for the societal causes you’re passionate about
- Health & wellness programs
- Flexible PTO and company paid holidays
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.