VP – Global Customer Support
Posted on 3/25/2023
Veeva Systems

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.
Dorchester, Boston, MA, USA
Experience Level
Desired Skills
Customer Success & Support
  • 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%)
  • 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