CRM Operations Manager

Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open friendly culture and the backing of a long-established parent company known for its ethical reputation. We guide customers from whats now to whats next by unlocking the value of their data and applications to solve their challenges achieving outcomes that benefit both business and society. Our people are our biggest asset they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good wed love to hear from you.

Role: CRM Operations Manager
Reports to: Associate Principal
Profession: Salesforce/Veeva CRM Administrator/Business analyst
Office Location: Bangalore

Job Description

This position requires a strong background in CRM platforms (Veeva or ) and aproven ability to deliver high quality support while driving systems enhancements. The candidate willbe responsible for supporting and improving the clients Veeva CRM system and other sales tools. Theposition includes overseeing CRM support operations coordinating enhancements and workingclosely with the Director and Associate Director of Business Systems & Field Excellence to ensure theplatform effectively meets evolving business needs. This is a dynamic highly collaborative role thatplays a key part in enabling the organizations continued growth and long-term success.

Responsibilities

Manage and facilitate the resolution of Veeva system issues in coordination with IT ensuringtimely resolution clear user communication and capturing feedback for continuousimprovement
Co-lead the delivery of system capability enhancements driving meaningful Veevaimprovements that support field team objectives while simplifying system usage
Provide post-implementation support including troubleshooting issue resolution andongoing system optimization
Develop maintain and manage CRM documentation and SOPs ensuring accuracycompleteness and regular updates
Partner closely with the Systems Training team to support the development of trainingprograms that promote effective CRM adoption and usage
Collaborate cross-functionally to gather requirements and deliver solutions aligned withbusiness needs
Present new functionalities processes and tools to stakeholders to drive awareness andadoption
Manage vendor relationships and evaluate new enhancement opportunities to continuouslyimprove and optimize existing platforms
Stay up to date on emerging technologies and innovations related to Veeva CRM PromoMatsAlign and Veeva Link.

Qualifications

Bachelors degree with 3 years of experience supporting implementing managing andenhancing a pharma CRM or enterprise business platform such as Veeva or
Proven ability to work effectively with cross-functional teams and navigate collaborationbetween Business and IT stakeholders.
Advanced proficiency in Excel (or equivalent tools) for data analysis and reporting
Strong analytical thinking and problem-solving ability
Excellent project management skills with ability to manage multiple priorities and meetdeadlines
The ability to collaborate across teams to deliver impactful systems enhancements.
Excellent communication and presentation skills including advanced proficiency in
PowerPoint with the ability to engage diverse stakeholders
Experience managing vendors including offshore teams
Salesforce Administration or Veeva certification preferred
Experience with Veeva Vault PromoMats and Align preferredISMS Responsibilities
Comply with information security policies and processes
Report security weaknesses events or potential events or other security risks to theorganization.