CRM Operations Manager

Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.
Role: CRM Operations Manager
Reports to: Associate Principal
Profession: Salesforce/Veeva CRM Administrator/Business analyst
Office Location: Bangalore
Job Description
This position requires a strong background in CRM platforms (Veeva or Salesforce.com) and a proven ability to deliver high quality support while driving systems enhancements. The candidate will be responsible for supporting and improving the client's Veeva CRM system and other sales tools. The position includes overseeing CRM support operations, coordinating enhancements, and working closely with the Director and Associate Director of Business Systems & Field Excellence to ensure the platform effectively meets evolving business needs. This is a dynamic, highly collaborative role that plays a key part in enabling the organization's continued growth and long-term success.

Responsibilities• Manage and facilitate the resolution of Veeva system issues in coordination with IT, ensuring timely resolution, clear user communication, and capturing feedback for continuous improvement• Co-lead the delivery of system capability enhancements, driving meaningful Veeva improvements that support field team objectives while simplifying system usage• Provide post-implementation support, including troubleshooting, issue resolution, and ongoing system optimization• Develop, maintain, and manage CRM documentation and SOPs, ensuring accuracy, completeness, and regular updates• Partner closely with the Systems Training team to support the development of training programs that promote effective CRM adoption and usage• Collaborate cross-functionally to gather requirements and deliver solutions aligned with business needs• Present new functionalities, processes, and tools to stakeholders to drive awareness and adoption• Manage vendor relationships and evaluate new enhancement opportunities to continuously improve and optimize existing platforms• Stay up to date on emerging technologies and innovations related to Veeva CRM, PromoMats, Align, and Veeva Link.

Qualifications• Bachelor's degree with 3 years of experience supporting, implementing, managing, and enhancing a pharma CRM or enterprise business platform such as Veeva or Salesforce.com• Proven ability to work effectively with cross-functional teams and navigate collaboration between Business and IT stakeholders.• Advanced proficiency in Excel (or equivalent tools) for data analysis and reporting• Strong analytical thinking and problem-solving ability• Excellent project management skills with ability to manage multiple priorities and meet deadlines• The ability to collaborate across teams to deliver impactful systems enhancements.• Excellent communication and presentation skills, including advanced proficiency in
PowerPoint, with the ability to engage diverse stakeholders• Experience managing vendors, including offshore teams• Salesforce Administration or Veeva certification preferred• Experience with Veeva Vault PromoMats and Align preferred ISMS Responsibilities• Comply with information security policies and processes• Report security weaknesses, events or potential events, or other security risks, to the organization.