Manager - Technical End User Support

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

We are seeking an experienced and dedicated Manager, Global Service Center to lead a high-performing team within our organization in the Americas. 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.

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

Nice to Have

Perks & Benefits

Compensation

#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. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com .

Work Where It's Best for You

Work Anywhere means you can work in an office or at home on any given day. It's about getting the work done in the way and place that works best for each person. This applies across all locations and departments.

Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.

We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We're investing more in offices, culture, and offsite meetings, not less.

Product teams are organized in regional product hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.

Customer-facing roles, such as Sales and Professional Services, live near and / or travel to their customers.

When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.

Work at Veeva. Work where it's best for you.