Offer summary

Qualifications:

Minimum 7+ years of experience in Application Support or Engineering Support., At least 3+ years of experience building and managing cross-regional teams., Strong customer service skills and experience handling escalations., Knowledge of SaaS architecture, products, and support tools like Zendesk, JIRA, and Salesforce..

Key responsibilities:

Lead and manage support teams across Asia, including hiring and daily operations.

Collaborate with global support leaders to ensure consistent support quality.

Mentor and develop support engineers and managers.

Act as the escalation point for customer support issues in Asia.

Job description

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.

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

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

Nice to Have

Experience in the life sciences or other heavily regulated industry

SaaS Support experience

Knowledge of Salesforce.com, Zendesk, and JIRA

Ability to speak English and Korean or Japanese

Located in Sydney

#LI-RemoteAustralia

#LI-Director

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.

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