Team: Product Support
City: Melbourne
Country: Australia
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 $2B 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.

REQUIREMENTS

• Minimum 7+ years experience in Application Support or Engineering Support
• Minimum 3+ years experience building and managing cross-regional high-performing teams
• Strong customer service experience and ability to handle customer escalations.
• Excellent communicator with a creative mindset
• Experience supporting multiple products.
• Proven experience leading leaders
• Strategic thinker with an operational mindset
• Ability to travel 5-10% and work flexible hours, including outside of standard business hours on occasion, as business needs dictate
• Understanding of general SaaS architecture and products

THE ROLE

The Head of Product Support - Asia is responsible for Asia’s regional support for Veeva applications in Commercial, Development, Quality and Data Clouds to help organizations drive end-to-end business processes. They will build and scale the team across Asia and be responsible for managing leaders and support engineers in a remote environment. The teams will be located in Japan, Korea, and Australia. They will collaborate closely with peers in the US and Europe to ensure a cohesive customer experience. This role reports to the VP of Global Customer Support.

WHAT YOU’LL DO

• Provide leadership and strategic direction to the support teams in Asia including overseeing the hiring, onboarding, and day-to-day operations
• Work closely with regional support leaders across North America, Europe, and Asia to ensure consistent and high-quality support globally
• Mentor, coach, and grow engineers and managers on the support team
• Act as the escalation manager for Asia for customer support issues while driving the issue to resolution and manage communications within Veeva and to the customer.
• Develop and foster strategic relationships with key customers.
• Collaborate with Veeva’s product and regional leaders to represent the voice of the customer from a support perspective
• Develop product knowledge to effectively understand how customers use the products
• Identify and lead process improvement initiatives across the team and broader support
• Utilize Zendesk and reporting to manage ticket support efficiently and drive continuous improvement.
• Ensure support KPIs are met