Customer Success Manager - Quality - Korea
Veeva Systems · Seoul, Seoul, South Korea
- On site
- Full-time
- $120,000 / year
- Seoul, Seoul, South Korea
Job highlights
- Drive customer success with Veeva Quality products.
- Build trusted relationships with key decision-makers.
- Provide strategic guidance on Veeva application use.
- Liaise with internal teams for customer needs.
- Facilitate customer collaboration and industry learning.
About the role
About Veeva Systems
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 $3B 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.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
As a Customer Success Manager, you will be responsible for ensuring our customers’ success with Veeva’s Quality products and services. You will serve as a liaison between Veeva and key customer stakeholders to foster collaboration, triage escalations, and highlight value through proactive engagement.We’re seeking a driven Quality expert who thrives in a customer-facing environment. The role requires a strong communicator with a passion for building enduring, trusted relationships with key decision-makers, and a collaborative spirit for working in a cross-functional enforcement to improve the overall customer experience.
What You’ll Do
- Support Key customers post-implementation with Veeva Quality applications
- Act as a trusted advisor and own the relationship with your customers’ application owners to understand their objectives and challenges
- Liaise with Veeva strategy, sales, product and/or services’ stakeholders to address customer needs
- Lead meetings with customers to demonstrate success and identify additional opportunities to add value
- Provide strategic guidance to optimize use of Veeva applications and help create a customer roadmap based on their business goals and needs
- Lead Quality CSM events (eg: educational session, in person User Group Meetings, online communities) to facilitate customer to customer or customer to Veeva connections for collaboration opportunities and industry learning
- Communicate product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences.
Requirements
- 7+ years of experience in Quality within life science industry
- Experience working with or in pharmaceutical or CRO companies
- Customer-facing consulting experience
- Experience managing relationships with key decision makers and application owners
- Excellent written and verbal communication skills in both Korean and English.
- Ability to travel up to 25%
Nice to Have
- 7+ years of working in software, or consulting
- Saas/ Cloud Experience in the management of Quality
- Experience working with Veeva Vault
Perks & Benefits
- Health & Wellness programs
- Veeva Giving (financial Contributions for the societal causes you’re passionate about)
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.
Key skills/competency
- Customer Success Management
- Quality Assurance
- Life Sciences Industry
- SaaS Solutions
- Relationship Management
- Client Consulting
- Product Roadmapping
- Customer Engagement
- Communication Skills
- Problem-Solving
Skills & topics
- Customer Success Manager
- Quality Assurance
- Life Sciences
- SaaS
- Pharmaceutical
- CRO
- Customer Relationship Management
- Client Consulting
- Product Management
- Korean Market
How to get hired
- Tailor your resume: Highlight your 7+ years of Quality experience in the life sciences industry, pharmaceutical/CRO background, and customer-facing consulting expertise.
- Showcase communication: Emphasize your excellent Korean and English written/verbal skills, and experience managing key decision-makers.
- Demonstrate understanding: Research Veeva's mission, values, and their Public Benefit Corporation status. Understand their Quality products.
- Prepare for interviews: Be ready to discuss your experience in customer success, strategic guidance, and handling escalations.
Technical preparation
Understand Veeva Quality products and Vault.,Study SaaS and cloud quality management.,Prepare to discuss life science industry trends.,Familiarize with pharmaceutical/CRO quality processes.
Behavioral questions
Describe a time you built a strong client relationship.,How do you handle customer escalations effectively?,Share an experience providing strategic product guidance.,How do you translate complex technical information?
Frequently asked questions
- What is the primary focus of a Customer Success Manager at Veeva Systems in Korea?
- As a Customer Success Manager at Veeva Systems in Korea, your primary focus is ensuring customer success with Veeva's Quality products and services. This involves acting as a liaison, fostering collaboration, triaging escalations, and driving value through proactive engagement.
- What industry experience is crucial for the Customer Success Manager role at Veeva?
- Crucial industry experience includes at least 7 years in Quality within the life sciences sector, specifically working with or within pharmaceutical or CRO companies. SaaS/Cloud experience in Quality management is also highly valued.
- How important are bilingual skills for this Customer Success Manager position?
- Excellent written and verbal communication skills in both Korean and English are essential for this role, as you will be liaising with diverse customer audiences and internal stakeholders.
- What is Veeva's commitment as a company beyond its business operations?
- Veeva is committed to its values: Do the Right Thing, Customer Success, Employee Success, and Speed. Uniquely, they are a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors, aiming to make a positive impact.
- What kind of travel is expected for this Customer Success Manager role?
- The Customer Success Manager role requires the ability to travel up to 25% to engage with customers and potentially lead events like user group meetings or educational sessions.
- Does Veeva Systems offer specific benefits for employee well-being and societal contribution?
- Yes, Veeva Systems offers Health & Wellness programs and Veeva Giving, which provides financial contributions for societal causes that employees are passionate about.