Career Category

Operations

Job Description

Role overview

The Senior Associate provides first-line support for Veeva CRM business and operational questions across Outside US (OUS) with focus on JAPAC. The role combines request resolution with broader business process support, continuous improvement, community communication, and user onboarding. The role works closely with the CRM team, which can advise on complex questions and escalations.

Key responsibilities

·    First-line CRM and business support — Serve as the first point of contact for CRM and related business-process questions. Clarify the request, provide guidance or resolve it where possible, document the outcome, and involve CRM team colleagues for advice or escalation when needed.

·    Operational requests — Handle CRM service requests such as data loads and validation, exports, metadata-driven and survey setup, territory, user and product setup support, key message operations, and batch invalidation. Follow approved procedures, templates, and quality checks.

·    Recurring issues and communication — Identify recurring problems, investigate root causes, and propose permanent fixes or process improvements. Initiate and prepare clear communications to the CRM Community for broad CRM issues or outages, coordinating with the appropriate teams.

·    Business analyst onboarding and enablement — Participate in onboarding new Business Analyst (BA) users and gradually take ownership of the onboarding process. When new how-to guides or procedures are created, ensure related training and reference documents are updated consistently. Keep materials aligned with guidance for each release.

·    Efficiency and improvement — Use automation and AI-enabled tools, where appropriate and approved, to improve efficiency and consistency. Contribute to self-service, reusable documentation, and process improvements.

·    Project support — Participate in team projects when service workload allows, such as CRM Scan or Field Excellence Summit preparations.

Role balance and collaboration

Ticket and request resolution remains a core responsibility, alongside the business support and improvement work above. The role is not dedicated exclusively to tickets; priorities and project participation are balanced with incoming demand. The Senior Associate partners with business stakeholders and the CRM team, and routes technical defects or system development needs to the appropriate IT or product team.

Qualifications and capabilities

·    Any Graduation and 5-9 years of Experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.

·    Understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.

·    Strong communication, customer support, data management, and process skills, with careful attention to detail and quality.

·    Ability to distinguish business questions and operational requests from technical defects or enhancements, and to work across regional and cross-functional teams.

·    Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.

·   Pharma experience is an added advantage

Measures of success

Timely, accurate support; improved first-time-right execution and reduced repeat issues; clear communication during broad CRM issues; smooth BA onboarding; current guidance and training materials; and practical improvements in efficiency and user experience

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