Director - CDMS Services Operations



Raleigh, NC, USA
Posted on Friday, July 21, 2023
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
Veeva is seeking someone to join our Services leadership team to help drive our high-performing and fast-growing Professional Services business. Reporting to the Vice President of CDMS Services, you will lead the Services Operations team, partnering with services executives globally on operational and strategic initiatives.
Services is a critical function at Veeva, working closely with Product and Sales towards customer success. Our Services business generated about 20% of Veeva’s revenue in our last fiscal year and we are growing rapidly. We are building a company that will scale to reach the goal of $3B in revenue by 2025.
To succeed, you will need an excellent understanding of data, systems, and processes, specifically in the Professional Services area. Experience with Customer Success, Training, and Support functions is a big plus.
This is a remote, full-time permanent role with Veeva. Candidates must be based in the United States, in the Eastern or Central time zones. Veeva Systems does not anticipate providing sponsorship for employment visa status (e.g., H-1B, OPT) for this employment position.

What You'll Do

  • Utilize and optimize the Professional Services Automation system as well as its reporting functions and data and ensure data quality and accuracy
  • Develop advanced knowledge of Veeva Services’ policies, processes, data, and systems with the ability to coach the team in those areas
  • Identify, own, and drive initiatives or projects to scale the business, e.g., an overhaul of the Services’ content landscape or development of policy/process assets to aid the Services team
  • Enable teams for success by performing onboarding training, providing support and guidance on policies and procedures
  • Facilitate compliance with certifications
  • Own Services events
  • Propose and provide insights on business KPIs
  • Ensure smooth operations and compliance, and remove roadblocks for routine operations


  • 8+ years of experience in consulting or software services in a services organization
  • 2+ years of operational experience including services business utilization review and management
  • Experience in services business metrics and reporting to support best outcomes
  • Experience in designing and implementing processes and systems
  • Demonstrated ability to lead and influence diverse stakeholders through delivery with a high degree of satisfaction
  • Proven success in leading high-performing teams while building influential relationships and upholding trust
  • Proven ability to engage senior leadership to drive forward critical initiatives
  • Demonstrated ability to quickly identify areas of process improvement and develop/execute initiatives

Nice to Have

  • Program Management experience, either having led or supported large-scale programs
  • Change Management experience, either having led or supported change management programs
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.