Senior Veeva CRM Administrator/SME

Proxiad SEE is an IT Consulting and Software Development company, part of Proxiad Group France, with headquarters in Paris, over 25 years of industry experience, and 1300 + specialists. The Southeast Europe (SEE) branch employs 250+ professionals, operates in Bulgaria and North Macedonia, and has provided services in various sectors (Healthcare, Fintech, Banking, Insurance, E-commerce and Retail, Procurement, etc.) for over 20 years.

In 2022 we stepped above and introduced two innovative software products: Desk Buddy and GROW.

We have implemented a hybrid work model and offer opportunities for learning, development, and CSR activities, following and incorporating ESG elements.

About the role:

We are looking for an experienced and highly motivated Senior Veeva CRM Administrator to oversee and continuously improve our partners’ Veeva CRM environment across three countries.

The CRM administration will be responsible for ensuring process excellence, efficiencies and optimization in a variety of CRM-related processes from user management and support, to testing of fixes and enhancements, to systems training development and delivery. This role involves close cooperation with the International. ITBP for Commercial & Medical IT and the US-based Veeva platform team.

Key Responsibilities:

• CRM user management and new joiner support
• Serving as the technical support POC for CRM users in Europe.
• Triaging user issues, ensuring proper logging, tracking (e.g. using ticketing system where appropriate), cooperating closely with Veeva platform and IT support teams in the US on issue resolution, incl. following agreed escalation processes when required.
• Maintaining a set of troubleshooting guides and user guides for standardized and efficient user support.
• Identifying patterns in user issues & requests and flagging improvement areas to the ITBP and platform team
• Support CRM backlog administration (logging tickets, ensuring completeness, accuracy and timely update entries).
• Testing of new features, both for ongoing enhancements and projects. Providing proactive support during UAT and hypercare project phases, ensuring thorough testing, progress tracking and documentation.
• Execution of standard processes in CRM in response to individual HCP requests related to executing their rights under GDPR.
• Triaging individual HCP & HCO data change requests coming through non-CRM channels, passing them on for execution, monitoring and logging completion.

Qualifications and Experience:

• Minimum 5 years of experience as a Veeva CRM Administrator or similar role within the pharmaceutical or healthcare industry.
• In-depth knowledge of Veeva CRM configuration, functionality, and reporting tools.
• Proven experience in multi-country CRM management.
• Demonstrated ability to train, mentor, and support users with varying technical backgrounds.
• Excellent communication and interpersonal skills; able to work effectively across countries and functions.
• Strong organizational and analytical skills, with attention to detail and problem-solving mindset.
• Fluency in English (both written and spoken); additional European languages are considered an advantage.

Benefits:

• 25 days of paid annual leave; we value your leisure time
• Food vouchers
• Flexible and liberal work policy, remote or hybrid office space. We work on a hybrid model with at least two days per month working from any of our offices. Remote options are also available for those located in Bulgaria
• Additional health insurance package (including medical, dental, optical, and other expenses), effective from the first day of the month following your start date
• Training and development programs, knowledge exchange sessions, certification programs, and international conferences
• Internal recognition through a Success Card system with various levels of bonuses
• Participation in socially responsible events
• Gifts for your Proxiad work anniversary, birthday, etc.; Refer-a-Friend program; employee discounts.
• Proxiad Summer Camp, team-building activities, and other exciting social events!

All applications will be treated with strict confidentiality.

Only short-listed applicants will be contacted.