VP – Global Customer Support @ Veeva Systems

VP – Global Customer Support

Posted on 3/25/2023

INACTIVE

1,001-5,000 employees

Cloud computing services for pharmaceutical companies.

Company Overview

Veep's mission is to help R&D, quality, and regulatory teams eliminate inefficiencies and bring high-quality, safe, sustainable products to market without compromising quality. The company builds cloud-based tools for pharmaceutical research.

Locations

Columbus, OH, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

CategoriesNew

Customer Success & Support

Requirements

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%)

Responsibilities

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

Desired Qualifications

Past hands-on experience as a Support Engineer
Deep technical understanding of at least one specific area of cloud software technology

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.

Veeva was named the #1 Best Place to Work in Central Ohio by Columbus Business First.

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

Requirements

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

#LI-Remote

#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.