Vp - Global Customer Support

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 Public Benefit Corporation . 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 Work Anywhere 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
• Own the executive escalation and outage communication process for customers
• Collaborate with Veeva’s product leaders to represent the voice of the customer from a Support perspective
• Provide strategic direction to each of the region and technology leaders, and set the strategy for Support as a whole for Veeva
• Collaborate with the CIO to ensure Customer Support’s technical toolset is fit for the purpose
• Collaborate with Veeva’s Professional Services leaders to ensure seamless and appropriate support for our engineers in the field
• Evaluate existing processes and team structure and propose how the organization should scale as Veeva scales
• Set the high-level strategy for tooling
• Build a 2025 vision for Customer Support
• Foster an environment supporting Veeva’s core value of Customer Success, keeping this as the north star guiding all Support decisions

Requirements

• Experience communicating with customers at the C-level
• Familiarity with the technology sector
• Technical understanding of general SaaS architecture and products
• Executive-level verbal and written communication skills
• Travel within and outside the US is required for this position (10-20%)
• 10+ years in support leadership roles
• Executive presence: an articulate, senior thinker and good global citizen
• Proven focus on optimizing for Customer Success first and efficiency second
• Expertise in planning spend and headcount and good judgment in identifying project priorities
• BS/MS in MIS, Computer Science, or MBA, or equivalent experience
• Experience leading a global team, including China

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

#BI-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]. Position may not be eligible for remote work in Colorado.