CRM Operations Lead

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Job Description
CRM Operations Lead
The Opportunity
As a Veeva and Salesforce Operations lead you will be responsible for leading the operations of CRM applications pertaining to minor enhancements, support and maintenance of CRM products. You will lead a team of support engineers who will work on end-user requests, troubleshoot and maintain the platform, deploy patches and develop small to medium enhancements. You will support the product development to ensure the platform stability, maintainability, security and performance. You will contribute to development of a cutting-edge platform that empowers our organization's digital capabilities for Patients and Healthcare Professionals.
Responsibilities

• Oversee support work in the CRM space - incident, request and problem flow. Identify bottlenecks and remove obstacles in fulfilling end-user needs.
• Track performance of the CRM support, attend to situations impacting performance and put measures in place to address support performance issues related to speed and quality.
• Troubleshoot platform incidents and problems
• Document changes according to Takeda procedures
• Following Veeva CRM and Salesforce best-practices monitor the platform and take corrective actions when the observed metrics are outside the normal range
• Develop, unit-test, integration-test and deploy small to medium enhancements. Collaborate with product team to craft clear user stories, design tests , and continuously deliver product enhancements. Document every aspect of the enhancement as reference for future maintenance and upgrades.

• Use agile engineering practices and various software development technologies in the Veeva CRM and salesforce environment to rapidly develop creative and efficient solutions that enhance the customer and employee experience.
• Suggest non-functional improvements to the CRM products to the product team and collaborate with the product team on defining non-functional capabilities of the product
• Deploy vendor patches and hotfixes, ensure proper testing of them in the non-production environment.
• Suggest ideas for continuous improvement and work with the team on their implementation

• Guide, coach and mentor junior team members

Skills and Qualifications

• Bachelor's degree in computer science, systems analysis, product management or a related study, or equivalent experience.
• 6+ years of experience operating software focused on Veeva CRM/Salesforce CRM with orientation towards or aptitude to learn Salesforce-based technologies.
• Experience with IT Service Management framework, and tools like ServiceNow
• Familiarity with Jira tools is a plus
• Development experience on Veeva CRM or Salesforce platform is a must
• Ability to continuously enhance own skills.
• Ability to write and speak in the English language.
• Ability to lead and manage group of operation analysts and engineers

Shift - ICC 2nd Shift - 3PM TO 12AM IST
Shift hours: Monday to Friday, 3:00 PM - 12:00 AM IST - (4:30 AM - 1:30 PM EST).• Shift duration: 9 hours, including a dinner and snack break. Note that we'll be providing meals
and snacks.
Locations
IND - Bengaluru
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time