Senior Analyst - Customer Facing CRM Country Support

Senior Analyst - Customer Facing CRM Administration

Main responsibilities:

• Create and maintain surveys/coaching forms and dynamic attributes, including data loads and ongoing maintenance.
• Set up and maintain Global Core Ratings, create templates and load into OneCRM, do cross check; troubleshooting any issues.
• Create for end users platform/system alerts, ensuring timely notifications of an start and end period.
• Setting up and loading TOT template (Time off territory) for end users.
• Manage and handle troubleshooting on behalf of end users regarding on country-specific needs.
• Create Service Requests to AIMS, check execution of work done by AIMS
• Deploy and manage both standard and new modules securing country readiness.
• Data stewardship; raise ticket, reverify data after correction (OneCRM/OneCI)
• Provide automatic translation releases, training materials and fields in the system
• Execute country specific test scripts for UAT (User Acceptance Testing)
• Veeva Align OCCP, incl feedback module and Veeva Align Territory Administration. Ensure on time, continuous seamless OCCP (OmniChannel Call Plan) orchestration and deployment including feedback and Territory administration in the Veeva Align modules for all GBUs (GenMed, Vaccines and Speciality Care). Support to One CRM countries.
• Veeva Align including OCCP feedback, tasks like preparation of files uploads, tagging and reporting of all activities related to Veeva Align
• Veeva Align territory administration.
• Tasks like field force creation and changes, territory creation and changes, product creation, account rules, explicit assignment deletion etc. will be weekly activities.
• Monitor the usage of OneCRM including newly released features.
• Load data and ensure data consistency in the module (new contract templates, invitations, mass upload, some profile)
• Content: Ensure on time delivery, management, upload, tagging and reporting of all digital assets and content ordered and approved for distribution through the major content management systems (Veeva Vault, 1CRM, Veeva 4MPromo Mat, DAM -Digital Asset Management & other CMS Tools, etc) by collaborating with colleagues from the medical, marketing, compliance, IT and local affiliates as well external agencies, photo studios and other creative sources such as stock libraries.
• Ensure that content is received properly with all added supporting information - key words, focus areas, categories, grouping as well as other data that should be available within the Content for conversion and upload on the system.
• Demonstrable expertise in complex Veeva CLM development and deployment with teams and managing stakeholder interaction.
• Serve as the Project originator for routing completed Veeva CLMs through the testing process before handoff to the global, regional, or local teams in a highly regulated environment.
• Responsible for quality control and technical viability of assets to be uploaded. Ensure that the tagging and metadata of content is consistent and appropriately applied to all assets for the region and functions.
• Build/ Develop Veeva CLM via content provided from teams in a Veeva CLM creation platform in alignment with instructions provided.
• Partner closely with Medical Teams to ensure the most up to date and efficient search capabilities are applied and used in the most competent way. Analyse metadata, subtypes, search fields, and security policies, and identify inefficiencies and consider new solutions to ensure the digital content are being utilized at their highest potential.
• Create, update, and distribute all necessary digital asset guidelines to ensure that all current processes are followed and kept relevant.
• Responsible for testing the content within platform on performance, content format and on interactive elements (hotspots, links, etc)
• Receive QC approval and then distribute content to appropriate user group for UAT.
• Providing training sessions to MSLs or various countries on Veeva Vault application
• Mentor and train 1CRM digital asset specialists and create/update all training guidelines and materials as needed.
• Build and maintain intranet and internet websites using platforms such as SharePoint.

People:

(1) Maintain effective relationships with stakeholders;

(2) Liaise and coordinate with colleagues in medical function to receive content for dissemination through one CRM

(3) Co-ordinating and performing QC activities to ensure quality check validation and UAT acceptance

Performance:

(1) Manage receipt of Content including content Approval documentation as per set quality standards;

(2) Perform initial QC on content to test rendering, performance and interactive;

(3) Perform trouble shooting content-related technical issues;

(4) Timely distribute content to appropriate QC user group

(5) Enhance content structure and digital asset management learnings;

(6) Build and maintain intranet and internet websites

Process:

(1) Follow detailed guidelines (for example checking metadata which have links to pdf review of the content for assessment, format, expiration date, tagging, validating MMRC#);

(2) Secure adherence to QC process to maintain quality requirements

Experience:

• 5+ years of experience in CRM administration, preferably with expertise in managing Veeva CRM.  
• Soft Skill & Technical Skills: Commercial Operations knowledge and desirable experience supporting in-field teams.
• Proven experience in CRM administration, preferably with expertise in managing Veeva CRM.
• Proven delivery of outstanding results.
• Excellent problem-solving skills and attention to detail.
• Ability to leverage networks, influencing and leading projects.
• Ability to lead change while achieving business goals and objectives, act for change, challenging continuously the status quo.
• High persistency and resilience.
• Robust knowledge on VEEVA CRM, Veeva 4M” and “VEEVA ALIGN” for all user roles (front and back-office).
• Good understanding about Veeva Vault, 1CRM, Veeva 4MPromo Mat; Effective understanding on content structure
• Excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven impactful communication, presentation, persuasion, skills ability to work cross-functionally.
• Experience in having deployed transformational GTM solutions and new customer facing tools implementation.
• Business: Numerate and analytical skills; Ability to prioritize; Robust knowledge in Digital, IT and CRM; Ability to work on their own initiative and make quality decisions; Excellent interpersonal skills to communicate, present, persuade and argument among all GBUs teams and partners.
• Leadership: Leads by example and walks the talk; Role models Play-To-Win principles and behaviours: Engages others through active and impactful communication; Demonstrates a high level drive, passion and ambition for high performance; Challenges continuously the status quo; Develops fresh approaches in order to deliver results; Has well-developed time management skills, mastering in prioritizing tasks and planning own workloads to ensure deadlines and desired results are met.
• Networking: Is a strong relationship builder; Seeks out new opportunities; Demonstrates teamworking and shares best practices always; Has experience of successfully leading projects in multicultural environments and in a matrix organization.
• Education: Graduate/Postgraduate or Advanced degree in areas such as Management/Statistics/Decision Sciences/Engineering/Life Sciences/Business Analytics or related field (e.g., PhD / MBA / Masters) 
• Languages: Excellent knowledge in English and strong communication skills – written and spoken 
• Personal Characteristics: Hands-on, accountability, creativity, initiative, high persistence and resilience, stress management, learning agility, result orientation, ability to work on one’s own, continuous improvement, listening skills, empathy to understand the needs of the different businesses within distinct geographies.