Role Description The Partner, CRM is responsible for supporting the day to day operation, configuration, and effective use of the CRM platform to enable field execution, activity tracking, and performance visibility. Reporting to the Lead, CRM & Reporting, this role works closely with field users, Field Operations, and analytics partners to ensure the CRM platform meets business needs and is adopted consistently across the field organization. This role serves as a key operational partner, helping translate business requirements into CRM functionality, supporting issue resolution, and contributing to ongoing enhancements that improve usability, data quality, and field effectiveness. Role and Responsibilities - CRM Platform Support and Administration - Support the administration and configuration of the CRM platform, including user access, system settings, and approved enhancements. - Assist in translating business requirements into CRM configurations, user stories, and functional specifications. - Support testing, validation, and deployment of CRM enhancements and releases including Vault CRM roll out. - Drive automation of CycleOps data processes to enhance operational efficiency and ensure high data accuracy. - Field Enablement and User Support - Serve as a primary point of contact for field and business users for CRM related questions, issues, and requests. - Support field enablement efforts, including training materials, job aids, and ongoing user support. - Partner with Sales Operations and Field Leadership to understand evolving needs and improve CRM usability and adoption. - Data Quality and Reporting Support - Monitor CRM data quality and support issue identification and resolution in partnership with reporting and analytics teams. - Assist in ensuring CRM data aligns with defined business rules and governance standards. - Support standard CRM based reporting and extracts used for performance monitoring and operational reviews. - Drive timely and proactive CRM reporting to enable informed decision-making and field effectiveness. - Cross Functional Collaboration - Partner with DigitalX, platform and data vendors to support issue resolution, system maintenance, and enhancement delivery. - Collaborate with the Lead, CRM & Reporting on broader CRM and reporting initiatives, including launch readiness and cross platform alignment efforts. - Contribute to documentation, change management, and compliance activities related to CRM systems. Qualifications - Bachelor’s degree - 4–7 years of experience in pharmaceutical or biotech commercial operations, CRM support, sales operations, or related roles. - Hands on experience supporting CRM platforms in a field based commercial environment. - Working knowledge of Veeva workflows, field activity tracking, and commercial reporting concepts. - Experience partnering with business stakeholders, IT teams, and vendors to support system enhancements. - Familiarity with data quality, validation, and compliance requirements for commercial systems. - Strong problem solving and organizational skills with attention to detail. - Effective communicator, comfortable supporting both field users and internal stakeholders. - Execution oriented, collaborative, and able to manage multiple priorities in a fast paced environment. Benefits - Medical, Dental and Vision Insurance - Generous Paid Time Off options, including Vacation and Sick time, plus national holidays including year-end shut down - 401(k) match and annual company contribution - Company paid life insurance - Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions - Long Term Incentive Plan for eligible positions - Company fleet vehicle for eligible positions - Referral bonus program

• Proactively establish and manage communication lines at the account and adoption levels with technical contacts, administrators, integration contacts, and users. • Monitor and manage account health as identified by leadership. • Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, account modifications, and issues. • Successfully lead technical consults post-sale, providing engaging, tailored, and results-oriented group and/or 1:1 training sessions on product platforms. • Qualify renewal/rollover opportunities by gathering key decision dates and critical information and target them appropriately based on opportunities.

• central communication hub: coordinating exchanges between internal departments and clients to ensure a harmonious and consistent customer experience • relationship building & customer retention: developing long-term customer relationships through regular, personal engagement • needs analysis & satisfaction: identifying individual customer needs and ensuring satisfaction • proactive customer updates: keeping customers informed about new benefits and developments • portfolio development & implementation: continuously expanding the benefits offering and successfully implementing innovative bonus models

• Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. • Handles customer inquiries through inbound and outbound calls as well as written communication. • Effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. • Work in a company office or home office environment. • Operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). • Follow company and client policies, procedures, and applicable laws.