Team: Product Support
City: Sydney
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.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

REQUIREMENTS

• Minimum of 4 years of experience in an Application Support or 1st line support role.
• Minimum of 2 years of proven people management experience, specifically with teams supporting cross-functional or multi-product environments.
• 3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
• Demonstrated expertise in effectively handling and resolving high-priority customer escalations.
• Fluent in English (both written and verbal communication).
• An excellent communicator with a creative and solution-oriented mindset.
• Based in Sydney, Australia.

THE ROLE

We are seeking an experienced and dedicated Manager, Global Service Center to lead a high-performing team within our organization in Australia. In this role, you will play a critical part in shaping the customer support experience for Veeva’s innovative SaaS solutions, specifically within your assigned product areas and the APAC Market.
You will be responsible for fostering a collaborative team environment, driving operational excellence, and ensuring our customers receive world-class support.
This position requires strong leadership, technical understanding, and a commitment to continuous improvement and team development.

WHAT YOU’LL DO

• Lead, mentor, and manage a team of Technical Support professionals (end user support), ensuring they meet performance goals and adhere to best practices.
• Lead a team while maintaining an active contribution to case resolution.
• Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery.
• Utilize a hands-on approach by dedicating approximately 30% of your time to direct customer support and case resolution.
• Manage and resolve complex customer escalations, collaborating with cross-functional teams to achieve optimal outcomes.
• Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction.
• Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning.
• Act as a subject matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary.
• Collaborate with global leadership and other regional teams to ensure consistency and alignment in support processes.