Associate Director, SalesforceVeeva Application Support & Client Operations

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Role Summary
The Associate Director Salesforce/Veeva Application Support & Client Operations is the primary operational owner for assigned Life Sciences clients accountable for end-to-end service delivery of Salesforce- and Veeva based commercial platforms within a managed services model.

This role serves as the voice of the customer ensuring alignment between client objectives contracted services and delivery execution while owning service governance SLA performance financial oversight backlog management and continuous improvement across Veeva CRM Veeva Vault Veeva Network and Vault CRM platforms.

Key Responsibilities:

Client Operations Leadership & Accountability

• Serve as the single operational point of accountability for assigned clients ensuring alignment with business objectives service commitments and escalations.
• Act as the voice of the customer within IQVIA proactively representing client needs priorities risks and product requirements across delivery engineering and product teams.
• Own the end-to-end operational lifecycle for the full contracted scope of services from onboarding through steady state operations and service optimization.
• Partner closely with Key Account Managers (KAMs) and Service Program Managers (SPMs) to ensure alignment across commercial operational and delivery dimensions.

Service Delivery & Operational Control

• Lead ongoing service delivery as the operational project owner managing scope timelines dependencies and documentation.
• Coordinate cross functional teams (support engineering product integration and delivery) to ensure cohesive and predictable service delivery.
• Own and manage incident problem change release and escalation processes serving as the primary escalation point for critical production issues.
• Lead root cause analysis (RCA) efforts to ensure corrective and preventive actions are implemented and tracked to closure.
• Operational Governance & Reviews
• Own and lead recurring Operational Review meetings with clients providing a clear and comprehensive view of service performance risks priorities and upcoming activities.
• Establish and maintain a prioritized action and deliverables list covering incidents service requests and business change requests.
• Ensure clear timely and effective communication to both business and technical stakeholders.

Metrics SLA & Backlog Management

• Define track and report on service metrics SLAs KPIs and operational dashboards ensuring transparency and accountability.
• Monitor support status backlog health trend analysis and SLA attainment proactively identifying risks and improvement opportunities.
• Own backlog prioritization and maintenance balancing client priorities service stability and delivery capacity.
• Financial & Resource Management
• Own cost estimation forecasting and financial control for the operational scope ensuring delivery within contracted and approved budgets.
• Monitor and manage resource capacity and demand adjust staffing and skill alignment based on workload backlog and service risk.
• Support scope management and change control processes including effort estimation and alignment with commercial agreements.
• Team Leadership & Continuous Improvement
• Lead mentor and develop a global application support and operations team within a managed services model.
• Establish structured onboarding training performance objectives and career development plans.
• Drive continuous improvement initiatives to enhance service maturity delivery efficiency and customer satisfaction.
• Ensure adherence to governance audit validation and compliance standards in regulated Life Sciences environments.

Platform & Technical Leadership

• Act as a senior SME for Salesforce and Veeva platforms including Veeva CRM Veeva Vault Veeva Network and Vault CRM.
• Provide operational oversight across Veeva CRM capabilities such as territory management call reporting cycle planning sampling compliance and multichannel engagement.
• Oversee integrations data flows and dependencies across enterprise systems.
• Stay current with Salesforce and Veeva releases translating impacts into operational readiness and client communications.

Qualifications & Experience

• Bachelors degree or equivalent (required).
• Masters degree or equivalent (preferred).
• 10 years of CRM experience with 5 years in the Salesforce/Veeva ecosystem.
• Proven experience leading application support and client operations within a managed services or enterprise support model.
• Demonstrated success owning client-facing operational delivery SLAs financial control and governance forums.
• Strong understanding of Life Sciences (Pharma) commercial operations and validated systems.
• Excellent communication stakeholder management and leadership skills.

Certifications

• Salesforce Administrator Certification Preferred
• Veeva CRM Certification Preferred
• Salesforce Developer Certification Preferred
• Veeva Vault Certification Preferred

IQVIA est un fournisseur mondial de premier plan de services de recherche clinique dinformations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus visitez

IQVIA est fière dêtre un employeur souscrivant au principe de légalité daccès à lemploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race la couleur la religion le sexe lorientation sexuelle lidentité de genre lorigine nationale le handicap lâge létat matrimonial ou tout autre statut protégé par la loi applicable. Des mesures dadaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure dadaptation nous vous encourageons à contacter notre équipe dacquisition de talents au afin quIQVIA puisse soutenir votre participation au processus de recrutement.

IQVIA sengage à faire preuve dintégrité dans son processus de recrutement et applique une politique de tolérance zéro en matière de fraude des candidats. Toutes les informations et toutes les qualifications soumises dans votre candidature doivent être véridiques et complètes. Toute fausse déclaration présentation trompeuse ou omission importante au cours du processus de recrutement entraînera la disqualification immédiate de votre candidature ou la cessation demploi si elle est découverte ultérieurement conformément aux lois applicables. Nous apprécions votre honnêteté et votre professionnalisme.

Veuillez noter quil est possible que nous utilisions lintelligence artificielle (IA) dans le traitement de votre candidature. Cependant nous utilisons lIA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures et non pas pour remplacer la prise des décisions par les membres de notre équipe.

IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability age marital status or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation we encourage you to contact our Talent Acquisition Team at: so that IQVIA can support your participation in the recruitment process.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements misrepresentations or material omissions during the recruitment process will result in immediate disqualification of your application or termination of employment if discovered later in accordance with applicable law. We appreciate your honesty and professionalism.

Please note that we may use artificial intelligence (AI) in the processing of your application. However we only use AI to assist our recruitment team with the screening or assessment of candidacies and not as a substitute for human decision-making.