Product Support Manager • Lead

Who you are

You have a proven track record in managing teams, particularly in a technical support environment — your experience has equipped you with the skills to lead and develop a team of Product Support Engineers effectively. You understand the importance of delivering exceptional customer service and have a knack for guiding your team through complex technical challenges while maintaining a focus on customer satisfaction.

Your leadership style is hands-on, and you thrive in environments where operational discipline is key — you are adept at problem-solving and can navigate the intricacies of technical support in the life sciences industry. You are motivated by the mission of helping life sciences companies bring therapies to patients faster, and you align with Veeva's values of doing the right thing and ensuring customer success.

You possess strong communication skills, allowing you to articulate technical concepts clearly to both your team and customers — your ability to foster collaboration and build trust within your team is one of your greatest strengths. You are also comfortable working in a hybrid environment, balancing time between the office and remote work to support your team's needs.

Desirable

Experience in the life sciences or SaaS industry would be a plus, as it would enhance your understanding of the specific challenges faced by Veeva's customers. Familiarity with technical support tools and methodologies will also be beneficial in this role.

What you'll do

As the Product Support Manager, you will lead a dedicated team responsible for providing technical assistance for Veeva applications — your role will involve managing day-to-day operations, ensuring that your team delivers high-quality support to customers across Japan and the broader Asia-Pacific region. You will be responsible for developing your team's skills and capabilities, fostering an environment of continuous improvement and professional growth.

You will work closely with cross-functional teams, including product management and engineering, to ensure that customer feedback is effectively communicated and addressed — your insights will play a crucial role in shaping product enhancements and improving the overall customer experience. You will also be involved in setting performance metrics and goals for your team, ensuring that they align with Veeva's mission and values.

Your leadership will be instrumental in guiding your team through complex technical problem-solving scenarios, and you will be expected to maintain a hands-on approach during the onboarding phase and key meetings as required. You will also be responsible for developing and implementing operational processes that enhance efficiency and effectiveness within the Product Support team.

What we offer

Veeva Systems is committed to creating a positive impact on its customers, employees, and communities — as a Work Anywhere company, we support your flexibility to work from home or in the office, allowing you to thrive in your ideal environment. You will be part of a mission-driven organization that values customer success and employee success, providing you with the opportunity to make a meaningful difference in the life sciences industry.

We encourage you to apply even if your experience doesn't match every requirement — we value diverse perspectives and backgrounds, and we believe that a variety of experiences contributes to our success as a company.