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 $2B 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.
The Role
The Technical Program Manager is responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with cross-functional teams including engineering, services, and support to drive initiatives that improve our support processes, tools, and customer experience.
What You'll DoLead and manage technical support programs, helping to organize and track work via sprintsManage sprint goals and timelines, balancing scope, resources and priorities to ensure timely product deliveryFacilitate requirement gathering and lead user story creationPerform release management and create process to improve cross-team communication and visibility of upcoming releasesCollaborate with cross-functional teams to drive projects and enhancementsEffectively manage and balance the team’s workload comprised of conflicting priorities across day-to-day enhancement requests, defects, and projectsLearn how to use the supported software product(s) and see the product's capabilities as well as gaps in supporting business needsLearn about the supported department’s business and workflows and efficiently apply that knowledge to software solutionsProvide regular reports and insights to senior management and the support teams to communicate progress and blockersIdentify opportunities for process improvements within supported teams and own follow-up where neededImplement best practices to optimize efficiency, responsiveness, and overall customer satisfactionParticipate in technical reviews and approve changes to ensure deliverables meet expectationsFacilitate CAPA resolution and ensure SOP’s are maintained and followedEngage with the vendor customer success teams to be informed about product updates and new releases and how they impact internal processes and support enablementRequirementsBachelor’s degree in Information Systems, Business Administration, or related field or equivalent work experience5+ years of experience in technical program management, in a customer support environment. Experience with support tools and technologies, such as Zendesk or ServiceNowUnderstanding of application lifecycle management (ALM)Strong business analysis and solution consulting experience to assist, guide and approve application designProven track record in program management, execution, change management, release management and cross-functional stakeholder managementExperience with agile methodologies and sprint planningHigh proficiency in verbal and written communication. Solid presentation skills are desiredEnterprise software or high-tech industry experience is a plusStrong attention to detail, goal oriented. Must be able to effectively manage multiple activities and/or projects concurrentlyA relentless drive and a customer-first mentality are essentialVersatility, flexibility, and a willingness to work within constantly changing prioritiesCommitment to excellence in delivery of customer serviceComfortable in working with personnel at all levels of the organization#LI-Remote
#LI-MidSenior
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
talent_accommodations@veeva.com.
