Senior Manager – CRM, Field Experience Engineering Lead

Overview

Senior technology leader to head Field Experience Engineering for the Global Sales Systems & Capabilities team within CBIT in Hyderabad, anchored on Veeva Vault CRM and leading the Field Enablement team that owns the technology experience of BMS field teams worldwide.

What you'll do

• Own the field experience on Veeva Vault CRM and adjacent capabilities (Align, Network, Events etc.) so the field sees one coherent, reliable and intuitive toolset.
• Define and execute the Field Enablement roadmap on Vault CRM, governing configuration and customisation standards, prioritising capability releases with the business, and driving adoption and stabilisation across global markets.
• Act as the techno-functional authority for field capability, translating commercial and field-sales needs into scalable, compliant solution designs.
• Set up the Field Enablement team for success with product-oriented intake and prioritisation, clear ownership, reusable components, design-led delivery and measurable field outcomes.
• Build UI/UX as a first-class capability within the team, designing field-facing solutions around the field user.
• Stay hands-on enough to review designs and configuration, prototype new capabilities for stakeholders, and make the technical call when the team needs one.
• Define and lead AI-powered engineering and development across CRM capabilities, delivering AI-enabled solutions that create measurable business value and reduce manual effort, embedded within Veeva/Vault CRM UIX layers.
• Champion an AI-first engineering mindset, embedding AI coding assistants, LLM-augmented development workflows and automated testing into day-to-day engineering practice.
• Take field-facing AI (GenAI assistants, agentic workflows, Next Best Action, embedded insights) from prototype to validated production.
• Run Field Enablement delivery end to end (intake, estimation, sprint planning, release, production support) across run-state and change-state, against programme milestones and service levels.
• Partner closely with Field Integrations and Test Management leads so integrations, testing and CRM change land together, with mature CI/CD, automation and predictable releases.
• Ensure every deliverable meets SDLC, computer system validation (ITQM), change control and data privacy requirements for regulated systems.
• Govern CRM environment strategy across sandbox, UAT, staging and production, with disciplined promotion workflows, configuration trackers and change management controls aligned to validated systems standards.
• Lead custom development initiatives using programming languages (e.g., Java), scripting languages (JavaScript, Shell, Vue) and Veeva-native frameworks, including controllers, SDK-based logic layers, event handlers, background services, integration connectors and a governed reusable code library.
• Lead and grow the Field Enablement team in Hyderabad: hiring, coaching, performance, career development and succession depth.
• Serve as a trusted technology counterpart to global commercial and sales stakeholders, influencing through clear communication, data and outcomes.
• Govern vendors and service providers to agreed SLAs and delivery standards, and support sourcing decisions, including internalisation where it builds resilience.

What you'll need

• Bachelor's degree in Computer Science, Engineering or a related field.
• 10+ years in enterprise technology delivery, including 8+ years of hands-on, end-to-end implementation experience with Veeva CRM and/or Salesforce-based CRM (data model, configuration, customisation, security, integrations) and 4+ years leading engineering teams.
• Working knowledge of Veeva Vault CRM and the Vault platform, and of core life-sciences field capabilities: account and territory management, call recording, sampling, Approved Email / Engage, MCCP, Suggestions and alignment.
• Solid understanding of how CRM fits into the wider field ecosystem: integration patterns, master data, cloud data platforms and downstream analytics, without needing to be the hands-on data engineer.
• Demonstrated experience delivering AI/GenAI-enabled features into a business application, and hands-on use of AI coding assistants and LLM-augmented workflows in your own or your team's engineering practice.
• Delivery experience in validated, regulated environments using Agile SDLC, CI/CD and Jira-based ways of working.
• Proven ability to lead delivery in a global, matrixed organisation and to communicate from engineer-level depth to executive summary.

Nice to have

• Veeva Vault CRM / Veeva CRM certification; Salesforce, AWS or Databricks certifications.
• Exposure to Meetings & Events technology, sales alignment operations, field readiness or sales effectiveness.
• Experience leading an operating-model or ways-of-working transformation for a delivery team, ideally within a global capability centre.

Details

• Location: Hyderabad, Telangana, India.
• Work model is assigned based on the role's core responsibilities (see careers.bms.com/ways-of-working).