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.
The Role
Veeva Systems is looking for a motivated and experienced Manager, Product Support to lead our Product Support team in Japan. You will manage and develop a team of Product Support Engineers who deliver exceptional technical assistance for Veeva applications to customers across Japan and the broader Asia-Pacific region. This is a hands-on leadership role that requires strong people-management skills, operational discipline, and the ability to guide your team through complex technical problem-solving while maintaining outstanding customer experience.
Expected to be in the office in early months of onboarding and key meetings as required.
What You’ll DoLead, coach, and develop a high-performing team of Product Support Engineers to deliver world-class customer supportHire, onboard, and retain top technical talent in the regionManage, mentor, and grow a team of Product Support Engineers focused on delivering high-quality customer supportDrive team engagement and developmentOversee daily operations, ticket handling, and SLA compliance to ensure timely and effective customer issue resolutionAct as an escalation point for complex customer issues and collaborate cross-functionally with Product Management and EngineeringBuild strong relationships with customers and internal partners to ensure alignment and customer satisfactionCoordinate with global peers in North America, Europe, and Asia for consistent processes and support excellenceSupport hiring and onboarding of new engineers to build long-term local capabilityLead local process improvement and training initiativesRequirements5+ years of experience in Application or Technical Product Support within a SaaS or enterprise software environment3+ years of proven experience managing or leading technical support teamsDemonstrated ability to manage escalations and customer communications effectivelyStrong leadership and people-management skills with a coaching mindsetExperience with enterprise ticketing systems (Zendesk, Jira Service Management, or similar)Excellent communication and collaboration skills, both verbal and writtenFluent in Japanese and proficient in English (both verbal and written)Based in Tokyo, Japan, and eligible to work in JapanNice to HaveKorean language proficiencyExperience with Veeva Vault or other SaaS enterprise applicationsKnowledge of Salesforce, Zendesk, Jira, or ConfluenceBackground in life sciences or other regulated industriesTechnical understanding of APIs, SQL, or SaaS architecturePerks & BenefitsOpportunity to work in a collaborative, global environment.Be part of a Public Benefit Corporation (PBC) committed to doing the right thing for customers, employees, and society.Stock OptionsGym, internet and phone allowancePrivate health cover allowance#LI-Remote
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.
