Job Purpose:
The CRM Manager is responsible for maximizing user adoption and effectiveness of Veeva CRM and Salesforce through comprehensive training, communication, and support programs. This role develops learning materials, standard operating procedures, user guides, and change management communications while serving as a key point of contact for CRM-related questions, troubleshooting, and user support. The position works collaboratively with business stakeholders and technical teams to ensure users have the knowledge, resources, and support necessary to leverage CRM capabilities effectively.
Essential Functions:
- Serve as the primary business-facing resource for CRM user support, providing timely assistance, troubleshooting, and issue resolution for Veeva CRM and Salesforce users.
- Develop, maintain, and continuously improve CRM training tools, onboarding materials, job aids, quick reference guides, and other learning resources to support user proficiency and adoption.
- Partner with Commercial Training, Sales Operations, Medical Affairs, Patient Services and business stakeholders to identify learning needs and deliver role-based CRM training for new and existing users.
- Create and execute CRM-related communications, including system updates, enhancement announcements, release notes, best practices, and change management initiatives to ensure effective user awareness and adoption.
- Maintain and manage CRM documentation, including standard operating procedures (SOPs), business processes, training materials, knowledge articles, and support documentation.
- Support CRM system releases and enhancements by evaluating user impacts, updating training materials and documentation, developing communication plans, and facilitating end-user readiness activities.
- Monitor CRM adoption/utilization metrics and support tickets to identify training opportunities, user challenges, and areas for process improvement.
- Coordinate user acceptance testing (UAT) activities for CRM enhancements and support validation of business processes prior to deployment.
- Collaborate with Marketing, Sales, Medical Affairs, Patient Services Field teams and Commercial Operations teams to support implementation and adoption of CRM capabilities, including approved email, digital content, CLM materials, and customer engagement tools.
- Partner with CRM platform administrators and IT to support ongoing system maintenance, user access management, and issue resolution.
- Ensure CRM processes, documentation, training materials, and communications comply with company policies, data governance standards, and applicable regulatory requirements.
- Support continuous improvement initiatives by gathering user feedback, identifying opportunities to enhance the CRM user experience, and recommending process improvements.
- Manage assigned projects and deliverables to ensure completion within established timelines, scope, and quality expectations.
