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Job Description Summary
Job Description
Location – Hyderabad #LI Hybrid
Key Responsibilities:
1. Country Rollout Execution & Activation
A. Enable the execution of country activation plans by supporting local rollout activities in alignment with the global CRM deployment schedule.
B. Coordinate with country and global teams to ensure all prerequisites, dependencies, and readiness criteria are met prior to go-live.
2. User Enablement & Training Support
A. Enable end-users through train-the-trainer support by working with other super users (as applicable) trained by International program teams, ensuring effective knowledge transfer.
B. Provide hands-on support and guidance to business users to build confidence and readiness for day-to-day CRM usage.
3. Post Go-Live Support & Hypercare
A. Enable the first line of business support post go-live by addressing user queries and clarifying standard ways of working.
B. Identify, track, and escalate user issues and adoption challenges to relevant teams to ensure timely resolution during hyper-care.
4. Adoption Reinforcement & Continuous Support
A. Support the reinforcement of standard CRM processes and ways of working to drive consistent adoption across user groups.
B. Gather user feedback and insights to support continuous improvement of CRM usage and rollout effectiveness.
Essential Requirements:
Experience in CRM rollout, deployment, or activation support
Familiarity with CRM platforms – either Veeva CRM or Salesforce Life Sciences Cloud
Experience in supporting user training, enablement, or train-the-trainer models
Ability to provide hands-on support and troubleshoot user queries
Good understanding of pharma commercial processes / CRM usage
Strong communication and stakeholder engagement skills
Ability to work in cross-functional, multi-geography environments
Problem-solving mindset with focus on user experience and adoption
Desirable Requirements:
Experience in CRM transformation or migration programs (Veeva or Salesforce preferred)
Exposure to change management and adoption frameworks
Experience working in global rollout programs across multiple countries
Familiarity with training tools, knowledge bases, or support ticketing systems
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture
You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards
Commitment to Diversity and Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network.
Skills Desired
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