Manager - Customer Relationship Platform (Salesforce) Operations

Overview

Act as a bridge between country business teams (Sales, Medical, KAM) and global product teams so that local business needs are accurately represented and standardized CRM processes are adopted.

What you'll do

• Provide insights into how CRM is leveraged across Sales, Medical, and KAM teams, including key processes, workflows, and pain points.
• Support the articulation of country-specific business needs, priorities, and nuances so they are accurately reflected in CRM design and rollout planning.
• Support the validation of business priorities and requirements to ensure they reflect country realities while aligning with the global CRM product scope and design principles.
• Support refinement of requirements by bridging gaps between local expectations and standardized global solutions.
• Support the primary business SME for CRM by clarifying functional queries, reviewing solution outputs, and providing contextual inputs during design and implementation discussions.
• Support informed decision-making by highlighting trade-offs, risks, and impacts of proposed CRM solutions on country operations.
• Support CRM adoption in-country by reinforcing standard ways of working and promoting alignment with global processes and tools.
• Support rollout readiness by collaborating with change and training teams to drive business engagement, user preparedness, and adoption success.

What you'll need

• Considerable functional expertise in CRM platforms, either Veeva CRM or Salesforce Life Sciences Cloud.
• Considerable understanding of pharma commercial operations, including Sales, Medical, and Key Account Management (KAM).
• Strong stakeholder management and influencing skills across business and global product teams.
• Experience driving user adoption and change enablement initiatives.
• Strong communication and facilitation skills for cross-functional discussions.
• Awareness of regulatory and compliance considerations in CRM usage.
• Ability to work in cross-functional, multi-geography environments.

Nice to have

• Experience in CRM transformation or migration programs (Veeva or Salesforce highly preferred).
• Exposure to change management, training, or adoption programs.
• Experience working in global rollout programs across multiple countries.

Details

• Location: Hyderabad (Office).