Manager - Technical End User Support

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.

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.

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.

Nice to Have

• Knowledge of Zendesk, Jira, and Confluence
• Japanese, Korean or Mandarin fluency
• Life Sciences experience

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.