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VP - Global Customer Support

Veeva Systems Inc.
remote work
United States, Boston
April 20, 2023
Veeva [NYSE: VEEV] is the leader in cloud-based software for the global life sciences industry. Committed to innovation, product excellence, and customer success, our customers range from the world's largest pharmaceutical companies to emerging biotechs. Veeva's software helps our customers bring medicines and therapies to patients faster.
We are the first public company to become a . As a PBC, we are committed to making the industries we serve more productive, and we are committed to creating high-quality employment opportunities.
Veeva is a company which means that you can choose to work in the environment that works best for you - on any given day. Whether you choose to work remotely from home or work in an office - it's up to you.
The Role
The VP of Global Customer Support is responsible for Veeva's Global Support Center, which supports consumer-facing products, and Veeva's Product Support team, which supports Veeva's Commercial, Platform, and Vault products. The VP manages leaders in Asia, Europe, and the US. The VP is accountable for maintaining Veeva's excellent customer service reputation and partnering with our product leaders to represent customer needs. The role reports to the EVP Operations.
What You'll Do
  • Lead the global Customer Support team
  • Provide strategic direction to each of the region and technology leaders, and set the strategy for Support as a whole for Veeva
  • Collaborate with Veeva's product leaders to represent the voice of the customer from a Support perspective
  • Evaluate existing processes and team structure and propose how the organization should scale as Veeva scales
  • Foster an environment supporting Veeva's core value of Customer Success, keeping this as the north star guiding all Support decisions
  • Own the executive escalation and outage communication process for customers
  • Build a 2025 vision for Customer Support
  • Collaborate with the CIO to ensure Customer Support's technical toolset is fit for the purpose
  • Set the high-level strategy for tooling
  • Collaborate with Veeva's Professional Services leaders to ensure seamless and appropriate support for our engineers in the field
  • 10+ years in support leadership roles
  • Experience leading a global team, including China
  • Familiarity with the technology sector
  • Executive presence: an articulate, senior thinker and good global citizen
  • Experience communicating with customers at the C-level
  • Proven focus on optimizing for Customer Success first and efficiency second
  • Technical understanding of general SaaS architecture and products
  • Expertise in planning spend and headcount and good judgment in identifying project priorities
  • Executive-level verbal and written communication skills
  • BS/MS in MIS, Computer Science, or MBA, or equivalent experience
  • Travel within and outside the US is required for this position (10-20%)
Nice to Have
  • Past hands-on experience as a Support Engineer
  • Deep technical understanding of at least one specific area of cloud software technology
Perks & Benefits
  • Healthy, free, provided drinks and snacks every day
  • Allocations for continuous learning & development
  • Employee-led charitable giving program
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. Position may not be eligible for remote work in Colorado.