Senior Manager, CRM IT

Location: Princeton, NJ (onsite)

Overview of Role: 

The Senior Manager, CRM IT will serve as the technology and business process leader for Veeva CRM, partnering closely with Commercial Operations, Sales, Medical Affairs, Market Access, and IT leadership to define, implement, optimize, and support CRM capabilities across the organization. 

This role is responsible for the end-to-end ownership of the Veeva CRM platform, including strategy, implementation, configuration, release management, vendor oversight, business process optimization, and operational support. The ideal candidate will possess deep expertise in pharmaceutical commercial operations and hands-on experience implementing and managing Veeva CRM solutions supporting Sales, Medical Affairs, Key Account Management, Market Access, and Field Reimbursement teams. 

The Senior Manager will act as a trusted partner to business stakeholders, translating commercial and medical engagement strategies into scalable CRM capabilities that drive customer engagement, field effectiveness, data quality, compliance, and operational excellence. 

 

Role and Responsibilities: 

CRM Strategy & Business Partnership 

• Define and execute the Veeva CRM roadmap in partnership with Commercial Operations, Sales Leadership, Medical Affairs, Market Access, and Executive Leadership, ensuring alignment with organizational objectives and field engagement strategies. 

• Serve as the primary IT business partner for Sales, Medical Affairs, and Market Access organizations, translating business priorities into CRM capabilities, process improvements, and technology investments. 

• Lead CRM governance processes, ensuring prioritization of enhancements, releases, and strategic initiatives based on business value, regulatory requirements, and operational impact. 

Veeva CRM Implementation & Optimization 

• Lead the implementation, configuration, enhancement, and ongoing optimization of Veeva CRM across Commercial, Medical, and Market Access functions. 

• Drive deployment and operational support of key Veeva CRM capabilities including: 

• Call Reporting 

• Account Management 

• CLM (Closed Loop Marketing) 

• Approved Email 

• Territory Management 

• Targeting & Segmentation 

• Speaker Programs 

• Sampling 

• Medical Engagement Tracking 

• Key Account Management 

• Omnichannel Customer Engagement 

• Partner with business teams to improve field force effectiveness through CRM-driven insights, workflow automation, and process standardization. 

Commercial & Medical Operations Support 

• Support business processes related to: 

• Territory Alignments 

• Target List Management 

• Incentive Compensation Data Integration 

• Customer Master Data 

• HCP/HCO Management 

• KOL Engagement 

• Medical Science Liaison (MSL) Activities 

• Market Access Account Management 

• Collaborate with Commercial Operations and Medical Affairs leaders to optimize field execution, activity tracking, customer engagement, and performance measurement. 

CRM Data & Integrations 

• Oversee CRM integrations with enterprise platforms including: 

• Veeva OpenData 

• Reltio MDM 

• Data Warehouses 

• Marketing Automation Platforms 

• Incentive Compensation Systems 

• Analytics and Reporting Platforms 

• Ensure high-quality customer and engagement data through robust data governance, integration monitoring, and issue resolution processes. 

• Drive alignment between CRM, customer master data, omnichannel engagement, and commercial analytics platforms. 

Vendor & Operational Management 

• Manage CRM vendors, implementation partners, and managed service providers to ensure timely delivery, quality support, and continuous innovation. 

• Establish operational excellence through effective release management, incident management, change management, user support, training, and adoption programs. 

• Monitor CRM platform performance, system health, compliance requirements, and user satisfaction metrics. 

Compliance & Governance 

• Ensure Veeva CRM solutions comply with pharmaceutical industry regulations and internal governance requirements, including validation, audit readiness, security, and data privacy standards. 

• Partner with Compliance, Legal, Quality, and Regulatory teams to maintain compliant CRM processes and documentation where applicable. 

• All other duties as assigned 

 

Experience, Education and Specialized Knowledge and Skills: 

• Bachelor’s degree in Information Technology, Business, Computer Science, or related field. Advanced degree preferred. 

• Minimum of 8+ years of experience supporting pharmaceutical commercial systems, CRM platforms, or commercial operations technology. 

• Minimum of 6+ years of hands-on experience implementing, configuring, and supporting Veeva CRM in pharmaceutical or biotechnology organizations. 

• Demonstrated expertise supporting Sales, Medical Affairs, Market Access, Field Reimbursement, and Key Account Management business functions. 

• Strong understanding of pharmaceutical commercial processes including: 

• Territory Management 

• Targeting & Segmentation 

• Call Planning 

• Omnichannel Engagement 

• Customer Master Data 

• HCP/HCO Management 

• Medical Affairs Operations 

• Market Access Operations 

• Experience leading full lifecycle Veeva CRM implementations, upgrades, migrations, and business transformation initiatives. 

• Experience integrating Veeva CRM with Veeva OpenData , Reltio MDM, Data Warehouses, Marketing Platforms, and Analytics solutions. 

• Strong understanding of commercial data ecosystems, customer master data management, and pharmaceutical field force processes. 

• Experience working in regulated pharmaceutical, biotechnology, or life sciences environments. 

• Proven ability to lead cross-functional initiatives and influence stakeholders across Commercial Operations, Medical Affairs, Market Access, Compliance, and Executive Leadership. 

• Excellent communication, stakeholder management, vendor management, and project leadership skills. 

Preferred Qualifications 

• Veeva CRM Administrator, Business Analyst, or Technical Certifications. 

• Experience supporting product launches and launch readiness initiatives. 

• Experience with Veeva Vault CRM, Vault Platform, Veeva OpenData, Reltio MDM, Commercial Analytics platforms. 

• Experience supporting omnichannel engagement strategy and commercial data-driven decision making.