Manager - Product Support - Tokyo

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 $3B 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 Veeva Systems is looking for a motivated and experienced Manager, Product Support to lead our Product Support team in Japan. You will manage and develop a team of Product Support Engineers who deliver exceptional technical assistance for Veeva applications to customers across Japan and the broader Asia-Pacific region. This is a hands-on leadership role that requires strong people-management skills, operational discipline, and the ability to guide your team through complex technical problem-solving while maintaining outstanding customer experience. Expected to be in the office in early months of onboarding and key meetings as required. What You’ll Do Lead, coach, and develop a high-performing team of Product Support Engineers to deliver world-class customer support Hire, onboard, and retain top technical talent in the region Manage, mentor, and grow a team of Product Support Engineers focused on delivering high-quality customer support Drive team engagement and development Oversee daily operations, ticket handling, and SLA compliance to ensure timely and effective customer issue resolution Act as an escalation point for complex customer issues and collaborate cross-functionally with Product Management and Engineering Build strong relationships with customers and internal partners to ensure alignment and customer satisfaction Coordinate with global peers in North America, Europe, and Asia for consistent processes and support excellence Support hiring and onboarding of new engineers to build long-term local capability Lead local process improvement and training initiatives Requirements 5+ years of experience in Application or Technical Product Support within a SaaS or enterprise software environment 3+ years of proven experience managing or leading technical support teams Demonstrated ability to manage escalations and customer communications effectively Strong leadership and people-management skills with a coaching mindset Experience with enterprise ticketing systems (Zendesk, Jira Service Management, or similar) Excellent communication and collaboration skills, both verbal and written Fluent in Japanese and proficient in English (both verbal and written) Based in Tokyo, Japan, and eligible to work in Japan Nice to Have Korean language proficiency Experience with Veeva Vault or other SaaS enterprise applications Knowledge of Salesforce, Zendesk, Jira, or Confluence Background in life sciences or other regulated industries Technical understanding of APIs, SQL, or SaaS architecture Perks & Benefits Opportunity to work in a collaborative, global environment. Be part of a Public Benefit Corporation (PBC) committed to doing the right thing for customers, employees, and society. Stock Options Gym, internet and phone allowance Private health cover allowance