End User Support Director

2 weeks ago

Sydney, New South Wales, Australia beBeeManager Full time $126,000 - $153,000
About the Role

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster.

We're seeking an experienced and dedicated Technical End User Support Manager 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.

Key Responsibilities:
  • Team Leadership: Lead, mentor, and manage a team of Technical Support professionals (end user support), ensuring they meet performance goals and adhere to best practices.
  • Operational Management: Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery.
  • Customer Focus: Utilize a hands-on approach by dedicating approximately 30% of your time to direct customer support and case resolution.
  • Complex Issue Resolution: Manage and resolve complex customer escalations, collaborating with cross-functional teams to achieve optimal outcomes.
  • Culture Development: Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning.
Requirements:
  • Experience: Minimum of 4 years of experience in an Application Support or 1st line support role.
  • Management Experience: Minimum of 2 years of proven people management experience, specifically with teams supporting cross-functional or multi-product environments.
  • Technical Expertise: 3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
  • Crisis Management: Demonstrated expertise in effectively handling and resolving high-priority customer escalations.

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