Head of Product Support

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 apublic benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As aWork Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

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

• 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

• Experience in the life sciences or other heavily regulated industry
• Knowledge of Salesforce.com, Zendesk, and JIRA
• Ability to speak English and Korean or Japanese
• Located in Sydney

Veeva's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

Work Anywhere means you can work in an office or at home on any given day. It's about getting the work done in the way and place that works best for each person. This applies across all locations and departments.

Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.

We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We're investing more in offices, culture, and offsite meetings, not less.

Product teams are organized in regional product hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.

Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.

When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.

Work at Veeva. Work where it's best for you.

Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation's conduct—including customers, employees, and the community—in addition to shareholders' interests.

In February 2021, Veeva became the first public company to convert to a Public Benefit Corporation (PBC).

Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation's conduct—including customers, employees, and the community—in addition to shareholders' interests.

Veeva's public benefit purpose is to help make the industries we serve more productive and create high-quality employment opportunities.

"Veeva's engineering teams take a pragmatic approach to software development. We offer an ideal environment for engineers who value focus, speed and integrity in their work."