IT Customer Support Consultant

• Analyze customer requirements and support solution design and architecture of trial sponsors or contract research organizations (CRO) in Vault Clinical (e.g., eTMF, CTMS, SSU, Payments, etc.)
• Think critically about business requirements to help advise and design a solution for customer success that will see adoption and ensure alignment of processes to system design and functionality
• Work with customers and contribute to system design workstreams (e.g., requirements gathering, configuration, validation, migration, integration, training)
• Troubleshoot issues and perform configuration changes in the system
• Define the customer’s business deployment plans, key performance indicators, and post-live governance
• Act as customer liaison, managing communication between implementation and maintenance teams, customer stakeholders, and internal Veeva Product teams
• Guide customers in adopting Vault and industry best practices as part of post-implementation programs focused on the holistic success of the customer
• Drive change management methodology for our customers switching from on-premise to SaaS solutions