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Role Summary
The Associate Director, Salesforce/Veeva Application Support & Client Operations is the primary operational owner for assigned Life Sciences clients, accountable for end-to-end service delivery of Salesforce- and Veeva based commercial platforms within a managed services model.
 

This role serves as the voice of the customer, ensuring alignment between client objectives, contracted services, and delivery execution, while owning service governance, SLA performance, financial oversight, backlog management, and continuous improvement across Veeva CRM, Veeva Vault, Veeva Network, and Vault CRM platforms.

Key Responsibilities:

Client Operations Leadership & Accountability

Serve as the single operational point of accountability for assigned clients, ensuring alignment with business objectives, service commitments, and escalations.Act as the voice of the customer within IQVIA, proactively representing client needs, priorities, risks, and product requirements across delivery, engineering, and product teams.Own the end-to-end operational lifecycle for the full contracted scope of services, from onboarding through steady state operations and service optimization.Partner closely with Key Account Managers (KAMs) and Service Program Managers (SPMs) to ensure alignment across commercial, operational, and delivery dimensions.

Service Delivery & Operational Control

Lead ongoing service delivery as the operational project owner, managing scope, timelines, dependencies, and documentation.Coordinate cross functional teams (support, engineering, product, integration, and delivery) to ensure cohesive and predictable service delivery.Own and manage incident, problem, change, release, and escalation processes, serving as the primary escalation point for critical production issues.Lead root cause analysis (RCA) efforts to ensure corrective and preventive actions are implemented and tracked to closure.Operational Governance & ReviewsOwn and lead recurring Operational Review meetings with clients, providing a clear and comprehensive view of service performance, risks, priorities, and upcoming activities.Establish and maintain a prioritized action and deliverables list covering incidents, service requests, and business change requests.Ensure clear, timely, and effective communication to both business and technical stakeholders.

Metrics, SLA & Backlog Management

Define, track, and report on service metrics, SLAs, KPIs, and operational dashboards, ensuring transparency and accountability.Monitor support status, backlog health, trend analysis, and SLA attainment, proactively identifying risks and improvement opportunities.Own backlog prioritization and maintenance, balancing client priorities, service stability, and delivery capacity.Financial & Resource Management Own cost estimation, forecasting, and financial control for the operational scope, ensuring delivery within contracted and approved budgets.Monitor and manage resource capacity and demand, adjust staffing and skill alignment based on workload, backlog, and service risk.Support scope management and change control processes, including effort estimation and alignment with commercial agreements.Team Leadership & Continuous ImprovementLead, mentor, and develop a global application support and operations team within a managed services model.Establish structured onboarding, training, performance objectives, and career development plans.Drive continuous improvement initiatives to enhance service maturity, delivery efficiency, and customer satisfaction.Ensure adherence to governance, audit, validation, and compliance standards in regulated Life Sciences environments.

Platform & Technical Leadership

Act as a senior SME for Salesforce and Veeva platforms, including Veeva CRM, Veeva Vault, Veeva Network, and Vault CRM.Provide operational oversight across Veeva CRM capabilities such as territory management, call reporting, cycle planning, sampling, compliance, and multichannel engagement.Oversee integrations, data flows, and dependencies across enterprise systems.Stay current with Salesforce and Veeva releases, translating impacts into operational readiness and client communications.

Qualifications & Experience

Bachelor’s degree or equivalent (required).Master’s degree or equivalent (preferred).10+ years of CRM experience, with 5+ years in the Salesforce/Veeva ecosystem.Proven experience leading application support and client operations within a managed services or enterprise support model.Demonstrated success owning client-facing operational delivery, SLAs, financial control, and governance forums.Strong understanding of Life Sciences (Pharma) commercial operations and validated systems.Excellent communication, stakeholder management, and leadership skills.

Certifications

Salesforce Administrator Certification – PreferredVeeva CRM Certification – PreferredSalesforce Developer Certification – PreferredVeeva Vault Certification – Preferred

IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé.  IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez https://jobs.iqvia.com

 

IQVIA est fière d’être un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l’orientation sexuelle, l’identité de genre, l’origine nationale, le handicap, l’âge, l’état matrimonial ou tout autre statut protégé par la loi applicable.  Des mesures d’adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d’adaptation, nous vous encourageons à contacter notre équipe d’acquisition de talents au workday_recruiting@iqvia.com, afin qu’IQVIA puisse soutenir votre participation au processus de recrutement.

IQVIA s’engage à faire preuve d’intégrité dans son processus de recrutement et applique une politique de tolérance zéro en matière de fraude des candidats. Toutes les informations et toutes les qualifications soumises dans votre candidature doivent être véridiques et complètes. Toute fausse déclaration, présentation trompeuse ou omission importante au cours du processus de recrutement entraînera la disqualification immédiate de votre candidature, ou la cessation d’emploi si elle est découverte ultérieurement, conformément aux lois applicables. Nous apprécions votre honnêteté et votre professionnalisme.

Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law.  Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: workday_recruiting@iqvia.com, so that IQVIA can support your participation in the recruitment process.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.

La fourchette salariale de base potentielle pour ce poste, annualisée, est de $102,700.00 - $190,500.00. Le salaire de base réel offert peut varier selon plusieurs facteurs, notamment les qualifications liées à l’emploi telles que les connaissances, les compétences, la formation et l’expérience; l’emplacement; et/ou l’horaire (temps plein ou temps partiel). Selon le poste offert, des régimes d’incitation, des primes et/ou d’autres formes de rémunération peuvent être proposés, en plus d’une gamme d’avantages sociaux liés à la santé, au bien-être et/ou d’autres bénéfices.

 

The potential base pay range for this role, when annualized, is $102,700.00 - $190,500.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and wellness and/or other benefits.