Customer Facing Application (CFA) Strategy and Operations Senior Specialist

**Job Description** **Reporting to the CFA Strategy and Operations Lead, the Customer Facing Application (CFA) Strategy and Operations Senior Specialist executes the strategic roadmap for US Commercial customer-facing applications, including the evolution of Veeva and Veeva Account Management.** **Through a deep understanding of customer-facing roles, including that of the Field Sales Representative and Key Account Manager, this individual will partner closely with internal stakeholders across business and technical teams, as well as external providers to evolve our strategic customer engagement model. The CFA senior specialist will directly contribute to the transformation to a bi-directional engagement model through our Veeva capabilities and processes for field representatives.** **The individual will condense the desired changes or strategic platform enhancement requests into consumable artifacts for distribution/sharing with impacted stakeholders to address both long and short-term issues facing field sales. The individual will represent the field facing channel to drive an omnichannel experience with our customers. The individual will triage and address operational issues that arise related to capability modifications. These capabilities align to key field sales competencies, namely, customer activity reporting, product promotion and business acumen.** **Success in this role will require strong project management skills and an effective partnership across many functions including Sales Leadership, Account Executive Leadership, US Market Operations, Technical, Training, Compliance and Communications teams.** **This role will ensure:** **Realization of the US Commercial CFA roadmap** **Drive an omnichannel experience with our customers representing the field facing channel** **CFA capabilities are functioning as intended** **Related business processes are executed to ensure capabilities continue to be fully realized** **Processes are aligned with compliance requirements** **Core strategic platform upgrades are prepared for from a business perspective** **Operational issues are triaged and addressed in a manner that meets the needs of the business** **Responsibilities and deliverables include, but are not limited to:** **Drive creation of planned approach, identify expert stakeholders for engagement and contribution to scope of work** **Facilitate close collaboration with US Market Operations, Sales Operations, Communication and other critical stakeholder teams to execute against planned approach** **Engage with legal, compliance, and other similar bodies to seek guidance and alignment on new/novel approaches for customer interactions with the field** **Communicate with senior Sales and Account Leadership to align on approach, share progress, and for risk mitigation** **Partnering with technical and/or strategic partners to lead the implementation of capabilities** **Define and execute against a plan to measure success** **Required Education:** **Bachelor's degree** **Required Experience and Skills:** **Strong project management skillset** **Business analysis, problem solving, understanding of sales and marketing strategic priorities** **Minimum 3 years' experience in Sales/Marketing Operations, field sales, or account management** **Demonstrated ability to collaborate, plan and execute** **Experience in the development or implementation of capabilities (e.g., requirements definition, user acceptance testing)** **Communication and cross-functional collaboration** **Business process design/re-design** **Strategic thinking, business acumen, problem solving, understanding of sales and marketing** **Ability to negotiate and influence key stakeholders, and lead without authority** **Strong verbal and written communication skills** **High Compliance IQ: A strong understanding of field sales policy and compliance priorities within a pharmaceutical organization, including the ability to apply to a variety of real-world scenarios.** **Ability to articulate customer-facing challenges or opportunities to simplify and improve processes to a large matrix cross functional team** **Leadership Skills including:** **Entrepreneurship: Having patient and customer orientation; placing a high priority on the internal or external customer's perspective when making decisions and taking action; implementing service practices that meet the customers' and own organization's needs.** **Ownership and Accountability: taking ownership; setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed** **Execution Excellence: taking prompt action to accomplish work goals, per compliance standards; taking action to achieve results beyond what is required; being proactive.** **Strategic Planning - prioritizing and planning; establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, leveraging resources** **Change Catalyst: demonstrating adaptability; maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches and collaborating with others to make the change successful** **Preferred Experience and Skills:** **Experience working in Veeva** **Passion for working with technology products and solving consumer needs** **Knowledge/experience with the US marketplace** **Understanding of launch products and timelines** **Required Skills:** Account Management, Account Management, Adaptability, Agile Methodology, Animal Health Sales, Business Acumen, Business Management, Business Processes, Communication, Company Due Diligence, Creative Campaign Development, Customer Engagement, Entrepreneurship, Interpersonal Relationships, Marketing, Marketing Budget Management, Marketing Data Analysis, Marketing Management, Marketing Strategy Implementation, Market Research, Pricing Strategies, Product Lifecycle Management (PLM), Product Roadmap, Project Management, Strategic Customer Development {+ 5 more} **Preferred Skills:** Current Employees apply HERE ( Current Contingent Workers apply HERE ( **US and Puerto Rico Residents Only:** Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here ( if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights ( EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts ( **U.S. Hybrid Work Model** Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote". The salary range for this role is $114,700.00 - $180,500.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at . You can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. **San Francisco Residents Only:** We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance **Los Angeles Residents Only:** We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance **Search Firm Representatives Please Read Carefully** Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. **Employee Status:** Regular **Relocation:** No relocation **VISA Sponsorship:** No **Travel Requirements:** 10% **Flexible Work Arrangements:** Remote **Shift:** 1st - Day **Valid Driving License:** No **Hazardous Material(s):** N/A **Job Posting End Date:** 12/17/2025 ***A job posting is effective until 11:59:59PM on the day** **BEFORE** **the listed job posting end date. Please ensure you apply to a job posting no later than the day** **BEFORE** **the job posting end date.** **Requisition ID:** R377014