Összegzés
This position is critical for ensuring that CRM processes work consistently, compliantly, and efficiently in daily operations.
About the Role
Key Responsibilities
CRM Operations & Data Quality:
· Own and maintain CRM data accuracy, including customers, accounts, affiliations, territories, and sales line structures
· Validate and coordinate data changes and corrections, ensuring compliance with internal data governance standards
· Perform regular data quality checks, identify inconsistencies, and proactively resolve issues before they impact field teams
· Support and monitor activity and process documentation in the CRM system in line with local requirements
End-User Support & Ticket Management:
· Serve as the first point of contact for CRM operational questions from end users
· Own and manage CRM-related tickets, including triage, clarification, follow-up, and closure
· Collaborate closely with support teams to ensure timely and correct resolution of incidents
· Translate technical responses into clear, actionable guidance for end users
Training, Enablement & Communication:
· Support CRM onboarding provide refresher trainings for new and existing users
· Prepare and maintain training materials, FAQs, and process guidance for CRM usage
· Run regular CRM support formats to address recurring issues and upcoming changes
· Proactively communicate system changes, process updates, and best practices to field teams
Process Execution & Continuous Improvement:
· Support the implementation of new CRM features, modules, and releases from an operational perspective
· Identify recurring pain points in CRM usage and propose pragmatic process improvements
· Ensure that CRM processes are fit for daily use, well documented, and consistently applied
· Work closely with local and global stakeholders to align system capabilities with operational needs
What You Bring to the Position
· Bachelor’s degree in business, IT, data, or a comparable qualification; relevant vocational training is a plus
· Several years of hands-on experience with CRM systems (e.g. Veeva CRM, Salesforce), ideally in a field-force or commercial environment
· Strong understanding of CRM data structures, master data, territories, and operational workflows
· Advanced Excel skills for data validation, checks, and ad-hoc analyses
· Experience working with ticketing systems and coordinating with technical or offshore support teams
· Clear, structured communication style and the ability to explain technical topics to non-technical users
· High attention to detail, reliability, and a strong sense of ownership for operational outcomes
· Fluency in German (required) and English
· Experience in the pharmaceutical or life-sciences environment is an advantage
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Adjustments for Applicants with Disabilities
If because of a medical condition, physical disability or a neurodiverse condition you require an adjustment during the recruitment process, please reach out to [email protected] and let us know the nature of your request as well as your contact information. The support which we can provide will include advice on suitable positions as well as guidance at all stages of the application process. Austrian law provides candidates the opportunity to involve the local disability representative, Behindertenvertrauensperson (BVP), in the application process. If you would like to request this, please let us know in advance as a note on your CV.
