Senior Product Manager - Vault CRM - Service Center

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead. At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors. As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment. Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities. The Role As a Senior Product Manager for Vault CRM Service Center, you will be the primary architect of the global service and contact center vision within our broader Vault CRM ecosystem. You will collaborate with the wider Vault CRM PM team to ensure the core platform (AI agents, Engagement Channels like telephony/CCaaS, Email, WhatsApp, SMS, and more) evolves to meet the unique, complex requirements of service and contact center users. You will act as the subject matter expert and advocate, driving a dedicated roadmap to develop a world class solution. In this role, you will have the opportunity to work with a team of life sciences industry and technology A-players, who, together, are bringing the next generation of commercial solutions to the life sciences industry. Contribute to the Service Center Roadmap: Own the strategy and delivery of functionality specific to service and contact center processes Collaborate Across Product Teams: Partner with the wider Vault CRM PM organization to incorporate service and contact center requirements into the core platform. You will ensure that core capabilities are optimized for service and contact center users. Industry Representation & Thought Leadership: Evangelize products and become the subject matter expert for internal audiences, external customers, and market facing communications Requirement Synthesis: Translate the nuances of the service and contact center processes into detailed functional and technical specifications. AI & Intelligent Orchestration: Partner with the AI PM team to build agents that help service and contact center reps utilize CRM efficiently and effectively. Full Lifecycle Management: Work with UX, engineering, QA, and services teams to guide features from initial concept and design to global release and customer adoption. 5+ years of product management experience in the Service/Contact Center or CCaaS software industry Experience in researching and understanding customer and market requirements to develop short and long term product roadmaps and plans Experience developing configurable enterprise SaaS solutions in an agile