Carlos Brand
Product Support Manager - Commercial Core at Veeva Systems
- Role
- Product Support Manager - Commercial Core at Veeva Systems
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
Experience
Product Support Manager - Commercial Core
Apr 2021 — Present · Seattle, WA, US
As a Product Support Manager, I oversee production support and incident management for the core functionalities of Veeva CRM and Vault CRM. I lead a team of product support engineers focused on resolving complex client-facing tickets while ensuring efficient ticket discipline and process adherence. I am committed to continuously improving our support operations and delivering a seamless experience for our clients.I direct troubleshooting efforts by working closely with our product, engineering, and infrastructure teams. I also foster a collaborative problem-solving environment, creating a \"war room\" for critical issues with customers and key partners like Concur SAP and Salesforce. This collaborative approach ensures swift and effective resolution of even the most challenging problems.Beyond daily operations, I am deeply focused on using data to drive strategy. I use reporting and analytics to identify key trends and recurring issues, which helps me develop proactive solutions and optimize our support processes. This analytical approach not only improves our team’s performance but also allows us to anticipate client needs and strengthen our support ecosystem.
Education
Oracle University
Database Administrator, Oracle Certified Associate
2004 — 2004
Universidad de San Buenaventura
Electronic Engineer, Computers Science and Communications
1997 — 2007
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