Head of Product Support - Asia - Veeva

Job Title: Head of Product Support - Asia
Job Location: Australia - Sydney
Job Listing URL: https://jobs.lever.co/veeva/f18e2751-57ba-4786-96c1-6fba7bb4045b
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