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CRM Administrator & Support Analyst

Bothell, Washington | Business Professional
Job ID: 120159
Listed on 8/5/2022
CRM Administrator & Support Analyst

Job summary: 
 Our client is a global, multi-product biotechnology company dedicated to developing and commercializing transformative cancer medicines. As the industry leader in antibody-drug conjugate (ADC) technology, they pioneered a new generation in the science of harnessing antibodies to deliver cell-killing agents directly to cancer cells. The company's dedication to improving the lives of cancer patients goes beyond science, and we believe that every employee has a role in contributing to this mission.

The CRM Administrator and Support Analyst provides expertise in support of the company’s worldwide CRM teams in Commercial (Sales), Sales Operations, Marketing, and Medical Affairs. This key position will triage and troubleshoot Tier 1 issues, escalate complex items to other team members when necessary and maintain system users and licensing information in both Salesforce and Veeva. In addition, this role will be the key communicator to CRM users regarding updates, changes, downtime, etc. This position reports to the Associate Director, Global IT CRM.

The KellyMitchell Group is a premier technology consulting company dedicated to matching the most qualified IT professionals with top organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants.

KellyMitchell has been recognized for the past seven years by ClearlyRated and Staffing Industry Analysts for “Best in Staffing - Client Satisfaction.” These awards are coveted by the top 1% of workforce solutions firms in the industry based on client feedback and appreciation. Come work with us!

  • Provide Tier 1 triage and review of all Salesforce / Veeva CRM user requests and issues
  • Track, resolve and close user support requests where possible / appropriate
  • Assign or escalate user requests as appropriate
  • Manage and administer Salesforce and Veeva user licenses and additions/removals of users from systems
  • Work with project and work leaders to create and send communications to Salesforce and Veeva CRM users regarding system updates, changes, downtime, etc.
  • Create and deliver regular operational reporting related to work efforts of the Global IT CRM team
  • Serve as first technical and operational triage expert for Veeva CRM system
  • Leverage problem-solving skills to analyze, measure, and recommend solutions
  • Prioritize, research, and respond to all Sales Operations and Medical Affairs user-related questions and issues
  • Set up and manage Salesforce personas, users and user functions
  • Provide guidance to management on issues related to areas of support
  • Ensure compliance with corporate policies and procedures, as well as all other applicable laws and regulations
  • Assist end-users with new CRM policies, procedures and system capabilities
  • Synthesize and communicate results through oral and written presentations
  • Collaborate with internal partners to ensure that areas of responsibility are aligned with business processes
  • Work with internal and external teams to enhance and support the CRM platform and process
  • Open and manage Veeva Help Desk issues through to resolution by triage and monitoring progress
  • Develop and create operational reports showing work and process execution by the Global IT CRM team

Skills and Qualifications:
  • 3+ years of operations and analytics within the Pharma/Biotech industry
  • 3+ years Administrator experience; Veeva Admin Certification preferred
  • Bachelor's degree in Computer Science or related major
  • Deep knowledge of Salesforce administration methods, processes and tools; Salesforce Admin Certification highly preferred
  • Strong attention to detail and self-discipline for time-management
  • Well organized, adept at working independently professionally
  • Customer-focused approach to business responsibilities and commitment to timely work delivery
  • Ability to communicate effectively and to present analytical and operational content
  • Ability to build, optimize and manage internal and external relationships
  • Flexibility and ability to effectively deal with ambiguity
  • Ability to work effectively across functions as a team player
  • Ability to succeed in a fast-paced, growing and entrepreneurial environment
  • Ability to provide courteous and organized end-user support via multiple channels in a fast-paced environment
  • Knowledge of Service Now help desk system
  • Proficiency in reporting, data analytics and presentation tools