Associate Director, CRM – Field Platforms

Biogen

. Develop and lead the North America CRM and Field Platform strategy, roadmap, and governance model .

Posted 9/15/2026full-timeCambridge • Massachusetts • United StatesSenior💰 $162,000 - $222,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in Veeva CRM platform strategy, governance, and customer engagement technologies, with a strong focus on leading cross-functional initiatives and driving CRM transformation. Proven ability to optimize workflows and enhance user experiences while managing strategic relationships with technology partners.

Highest-signal resume keywords

Veeva CRM ExpertiseCRM Transformation LeadershipCross-Functional Initiative ManagementCustomer Engagement Process UnderstandingAI-Enabled CRM Capabilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM Platform StrategyData Integration ManagementWorkflow AutomationSystem Integration DesignLifecycle ManagementChange ManagementGovernance Process EstablishmentCustomer Master Data ArchitectureField Technology GovernanceCommercial Operations Leadership

Soft Skills

Executive CommunicationStakeholder ManagementInfluencing Without AuthorityTeam LeadershipOrganizational Transformation

Tools & Technologies

Veeva VaultApproved EmailCRM PulseEngageNitroNext Best ActionGenerative AIDigital Engagement TechnologiesSalesforce EcosystemIntelligent Assistants

Industry Keywords

PharmaceuticalBiotechnologyHealthcareCommercial OperationsField TechnologyCustomer EngagementField SalesAccount ManagementVendor Relationship ManagementOrganizational Transformation

Tech Stack

Tools & technologies

Vault

About the role

Key responsibilities & impact

Develop and lead the North America CRM and Field Platform strategy, roadmap, and governance model
Serve as the business owner and strategic lead for Veeva CRM and associated field technologies
Build and execute multi-year platform roadmaps aligned with Commercial, Medical, Market Access, and enterprise priorities
Establish platform governance processes balancing innovation, scalability, compliance, and user experience
Drive prioritization of platform enhancements, releases, investments, and capability expansion initiatives
Lead continuous optimization of CRM workflows, data capture processes, customer engagement capabilities, and field user experiences
Drive adoption and utilization of CRM capabilities across multiple customer-facing organizations
Partner with field leadership and business stakeholders to align CRM functionality with business priorities and customer engagement models
Evaluate and deploy emerging Veeva capabilities improving field effectiveness and operational efficiency
Partner with Digital, IT, and Data & AI teams to identify, pilot, and scale AI-enabled CRM capabilities
Lead implementation of intelligent workflows, workflow automation, digital assistants, and advanced engagement tools
Develop and oversee CRM integration strategy across the broader commercial technology ecosystem
Lead cross-functional initiatives involving data integration, interoperability, user experience enhancement, and process optimization
Lead CRM-driven business transformation initiatives modernizing working models and customer engagement processes
Manage strategic relationships with Veeva and other external technology partners
Translate business needs into strategic technology roadmaps
Accelerate adoption of AI-enabled workflows, intelligent customer engagement, automation, and productivity-enhancing solutions
Help redefine how customer-facing teams leverage technology, data, and artificial intelligence to maximize engagement effectiveness and business impact

Requirements

What you’ll need

Bachelor's degree required
10+ years of pharmaceutical, biotechnology, healthcare, commercial operations, or related technology experience
Minimum 5+ years leading CRM platforms, customer engagement technologies, or field technology organizations
Deep expertise with Veeva CRM, including platform strategy, governance, business ownership, enhancements, and lifecycle management
Demonstrated success leading CRM transformation, implementation, optimization, or modernization initiatives at scale
Experience leading large cross-functional initiatives involving business stakeholders, technology teams, vendors, and executive leadership
Strong understanding of customer engagement processes and customer-facing business operations
Experience managing platform governance, prioritization, release planning, and capability deployment
Experience designing and managing complex system integrations
Strong executive communication, presentation, and stakeholder management skills
Proven ability to influence without authority in highly matrixed organizations
Strong change management and organizational transformation experience
Experience managing external vendor relationships and strategic technology partnerships
Advanced degree preferred
Experience with Veeva Vault, Approved Email, Engage, CRM Pulse, Nitro, Next Best Action, and emerging Veeva AI capabilities preferred
Experience implementing or scaling AI-enabled CRM capabilities preferred
Experience leveraging Generative AI, workflow automation, intelligent assistants, predictive recommendations, or digital engagement technologies preferred
Salesforce ecosystem experience preferred
Commercial Operations or Field Excellence leadership experience preferred
Product launch and commercialization support experience preferred
Field technology governance experience preferred
Enterprise platform integration experience preferred
Customer master data and CRM data architecture experience preferred
Experience supporting large-scale organizational transformation initiatives preferred
Team leadership and people management experience preferred
Prior pharmaceutical field sales, field leadership, field medical, account management, or customer-facing commercial experience highly preferred
Demonstrated understanding of field workflows, customer engagement processes, and the needs of customer-facing teams highly preferred
Experience partnering directly with field leadership teams to design and implement technology solutions highly preferred
Experience translating field feedback into technology enhancements and business process improvements highly preferred
Ability to serve as a strategic bridge between technology teams and field organizations highly preferred

Benefits

Comp & perks

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation
Additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays
3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation
Short term and long-term incentives, including cash bonus and equity incentive opportunities
Learning, growth, and expanding skills opportunities
Hybrid work arrangement