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The software company powering the path to the world’s new medicines.
The Role
Lead and mentor a technical support team, managing daily operations and ensuring high-quality service delivery, while resolving customer escalations and fostering team development.
Summary Generated by Built In
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
- Minimum of 4 years of experience in an Application Support or 1st line support role.
- Minimum of 1 years of proven people management experience, specifically with teams supporting cross-functional or multi-product environments.
- 3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Demonstrated expertise in effectively handling and resolving high-priority customer escalations.
- Fluent in English (both written and verbal communication).
- An excellent communicator with a creative and solution-oriented mindset.
Nice to Have
- Knowledge of Zendesk, Jira, and Confluence
- Life Sciences experience
Perks & Benefits
- Medical, dental, vision, and basic life insurance
- Flexible PTO and company paid holidays
- Retirement programs
- 1% charitable giving program
Compensation
- Base pay: $60,000 - $100,000
- The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
#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 [email protected].
Top Skills
Confluence
JIRA
Servicenow
Zendesk
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The Company
What We Do
Veeva is the global leader in cloud software for the life sciences industry. Committed to innovation, product excellence, and customer success, Veeva serves more than 1,000 customers, ranging from the world’s largest pharmaceutical companies to emerging biotechs. As a Public Benefit Corporation, Veeva is committed to balancing the interests of all stakeholders, including customers, employees, shareholders, and the industries it serves.
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