Associate Director, CRM Field Operations
Vertex Pharmaceuticals
June 25, 2026
On-site
Boston, MA
Operations
General/Position Summary
- Support designated BU HQ and Field teams with continuous improvement of the customer relationship management (CRM) system.
- Define and prioritize implementation and enhancements across the Veeva CRM platform to support Sales and Marketing; partner cross-functionally to enable outstanding customer engagement and align IT solutions to business strategy.
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 counterparts; manage agile workflow in JIRA.
- Approve and prioritize development work based on business priorities and user feedback.
- Identify and communicate platform improvements; translate technical solutions for Sales & Marketing.
- Oversee end-to-end sprint management with IT; address business-related changes during implementation.
- Manage the product backlog and continuously prioritize in Jira as business requirements change.
- Provide implementation support, including business requirement validation and User Acceptance Testing (UAT).
- Partner with Commercial Training and Change Management to ensure supporting materials and training content match system functionality.
- Coordinate Veeva Align account hierarchy setup and flows into Veeva CRM.
- Partner on Veeva CRM integration projects (e.g., email templates, CLM/iPad training content, Website-Veeva integration, batch emails).
- Align priority decisions with IT partners, cross-functional teams, business stakeholders, and leadership.
- 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 onshore/offshore vendor partners.
- Strong JIRA and Confluence experience.
- Knowledge of commercial biopharma business processes.
- Exceptional stakeholder management, communication, problem solving, and presentation skills.
- Strategic mindset; ability to identify and deliver process improvements.
- Ability to work independently and navigate ambiguity.
- Domestic travel as needed.
Required Experience
- 8+ years direct experience with Veeva CRM.
- 3+ years technology-related project management experience.
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 implementation and enhancements across the Veeva CRM platform to support Sales and Marketing; partner cross-functionally to enable outstanding customer engagement and align IT solutions to business strategy.
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 counterparts; manage agile workflow in JIRA.
- Approve and prioritize development work based on business priorities and user feedback.
- Identify and communicate platform improvements; translate technical solutions for Sales & Marketing.
- Oversee end-to-end sprint management with IT; address business-related changes during implementation.
- Manage the product backlog and continuously prioritize in Jira as business requirements change.
- Provide implementation support, including business requirement validation and User Acceptance Testing (UAT).
- Partner with Commercial Training and Change Management to ensure supporting materials and training content match system functionality.
- Coordinate Veeva Align account hierarchy setup and flows into Veeva CRM.
- Partner on Veeva CRM integration projects (e.g., email templates, CLM/iPad training content, Website-Veeva integration, batch emails).
- Align priority decisions with IT partners, cross-functional teams, business stakeholders, and leadership.
- 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 onshore/offshore vendor partners.
- Strong JIRA and Confluence experience.
- Knowledge of commercial biopharma business processes.
- Exceptional stakeholder management, communication, problem solving, and presentation skills.
- Strategic mindset; ability to identify and deliver process improvements.
- Ability to work independently and navigate ambiguity.
- Domestic travel as needed.
Required Experience
- 8+ years direct experience with Veeva CRM.
- 3+ years technology-related project management experience.
Required Education
- 10+ years in life sciences.