Matlen Silver
Description
The successful candidate will be experienced in leading and developing a support team within a managed services environment, particularly for Veeva or Salesforce-based CRM Solutions.
Key Responsibilities
- Resource Management: hiring, managing, coaching, mentoring, train/developing training plans, setting goals/objectives, encouraging collaboration for team on technical platforms, features and functions, and product related industry business processes, individual performance, technical and skills development
- Recommend, prioritize, and enforce compliance with SOPs, SLAs, systems, or tools needed for the teams job function, using templates and technology to improve efficiency
- Lead on support and service issues, strategy, and approach
- Ensure high quality, up-to-date documentation exists for all service arrangements
- Collaborate with internal and external stakeholders
- Propose creativity and innovative technical solutions to customer problems
- Prepare/engage/manage reporting of key team metrics, customer technical summaries, customer dashboards
- Work with team to gain agreement with the customers business stakeholders on prioritization of changes and proposed timing of change order request
Requirements:
- Previous experience leading and developing a support team in a managed service environment
- Strong knowledge of Life Science (Pharma) - Sales Business and Sales Operations Processes, Validation Processes
- Strong teamwork skills with the ability to work in a cross-functional, global team
- Experience driving change initiatives in a service environment
