CRM Business Operations Senior Associate

Overview

Provide first-line support for Veeva CRM business and operational questions across Outside US (OUS), with a focus on JAPAC, combining request resolution with business process support, continuous improvement, community communication, and user onboarding.

What you'll do

• Serve as the first point of contact for CRM and related business-process questions, clarifying requests, providing guidance or resolving them where possible, and documenting outcomes.
• Involve CRM team colleagues for advice or escalation when needed.
• Handle CRM service requests such as data loads and validation, exports, metadata-driven and survey setup, territory, user and product setup support, key message operations, and batch invalidation, following approved procedures, templates, and quality checks.
• Identify recurring problems, investigate root causes, and propose permanent fixes or process improvements.
• Initiate and prepare clear communications to the CRM Community for broad CRM issues or outages, coordinating with the appropriate teams.
• Participate in onboarding new Business Analyst (BA) users and gradually take ownership of the onboarding process.
• Ensure related training and reference documents are updated consistently when new how-to guides or procedures are created, keeping materials aligned with guidance for each release.
• Use automation and AI-enabled tools, where appropriate and approved, to improve efficiency and consistency.
• Contribute to self-service, reusable documentation, and process improvements.
• Participate in team projects when service workload allows, such as CRM Scan or Field Excellence Summit preparations.
• Partner with business stakeholders and the CRM team, and route technical defects or system development needs to the appropriate IT or product team.

What you'll need

• Any graduation and 5-9 years of experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Understanding of CRM business processes.
• Strong communication, customer support, data management, and process skills, with careful attention to detail and quality.
• Ability to distinguish business questions and operational requests from technical defects or enhancements, and to work across regional and cross-functional teams.

Nice to have

• Veeva CRM or Salesforce experience.
• Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance.
• Pharma experience.

Details

• Location: India - Hyderabad.