Associate Director, CRM Field Operations
Vertex Pharmaceuticals
August 08, 2026
Remote friendly (Boston, MA)
United States
Operations
General/Position Summary:
- Support designated BU HQ and Field teams with continuous improvement of the customer relationship management (CRM) system.
- Define and prioritize Veeva CRM implementation and enhancements that support Sales and Marketing; align IT solutions to business strategy to streamline and scale customer engagement.
Key Duties & Responsibilities:
- Drive CRM strategy and innovation; partner with IT on new capabilities, best practices, and CRM maturity.
- Own and drive the NA Commercial Sales & Marketing roadmap of annual CRM priorities for designated BUs.
- Build requirements with IT and manage agile workflow in JIRA; oversee sprint management.
- Approve/prioritize development work based on business priorities and user feedback; manage product backlog and prioritization in Jira.
- Provide implementation support, including business validation and User Acceptance Testing (UAT).
- Partner with Commercial Training/Change Management to ensure supporting materials and training consistency.
- Coordinate Veeva Align account hierarchy/setup; support Veeva CRM integrations (e.g., email templates, CLM/iPad content, website integration, batch emails).
- Serve as CRM (Veeva) subject matter expert; train end-users and support adoption.
Required Knowledge/Skills:
- Deep experience implementing/running technology adoption across global Commercial systems.
- Agile experience with on/offshore vendors; strong JIRA & Confluence skills.
- Commercial biopharma process knowledge; exceptional stakeholder management, communication, problem solving, and presentation.
- Strategic mindset; independent work in ambiguity; domestic travel as needed.
Required Experience:
- 8+ years direct Veeva CRM experience.
- 3+ years technology-related project management.
Required Education:
- 10+ years in life sciences.
- Support designated BU HQ and Field teams with continuous improvement of the customer relationship management (CRM) system.
- Define and prioritize Veeva CRM implementation and enhancements that support Sales and Marketing; align IT solutions to business strategy to streamline and scale customer engagement.
Key Duties & Responsibilities:
- Drive CRM strategy and innovation; partner with IT on new capabilities, best practices, and CRM maturity.
- Own and drive the NA Commercial Sales & Marketing roadmap of annual CRM priorities for designated BUs.
- Build requirements with IT and manage agile workflow in JIRA; oversee sprint management.
- Approve/prioritize development work based on business priorities and user feedback; manage product backlog and prioritization in Jira.
- Provide implementation support, including business validation and User Acceptance Testing (UAT).
- Partner with Commercial Training/Change Management to ensure supporting materials and training consistency.
- Coordinate Veeva Align account hierarchy/setup; support Veeva CRM integrations (e.g., email templates, CLM/iPad content, website integration, batch emails).
- Serve as CRM (Veeva) subject matter expert; train end-users and support adoption.
Required Knowledge/Skills:
- Deep experience implementing/running technology adoption across global Commercial systems.
- Agile experience with on/offshore vendors; strong JIRA & Confluence skills.
- Commercial biopharma process knowledge; exceptional stakeholder management, communication, problem solving, and presentation.
- Strategic mindset; independent work in ambiguity; domestic travel as needed.
Required Experience:
- 8+ years direct Veeva CRM experience.
- 3+ years technology-related project management.
Required Education:
- 10+ years in life sciences.