As the Senior Manager of Customer Support, you will lead and inspire a global team responsible for delivering exceptional support experiences to enterprise customers. You will drive the strategic vision for customer support, ensuring operational excellence, customer satisfaction, and continuous improvement across all support channels. Your leadership will be pivotal in shaping support policies, optimizing processes, and fostering a culture of customer-centricity and innovation.
Objectives Define and execute the customer support strategy for Gold, Platinum, and Strategic tier customers. Oversee onboarding and transition processes for high-value accounts, ensuring seamless handover from implementation to support. Ensure end-to-end accountability for case lifecycle management, with a focus on timely, high-quality resolutions. Serve as an executive sponsor and trusted advisor, aligning support operations with customer business objectives. Lead proactive engagement initiatives, including operational reviews, health monitoring, release planning, and adoption programs. Champion the voice of the customer across product, engineering, and support teams. Manage escalations at the executive level, establishing clear success criteria and driving resolution through cross-functional collaboration.Key KPIs Customer Satisfaction (CSAT) and Net Promoter Score (NPS) for managed segments Case resolution time and SLA adherence across all severity levels Escalation response and closure rates Adoption and value realization metrics for strategic accounts Non-recurring revenue growth Release readiness and hypercare success rates Team performance and engagement scoresCore Competencies Strategic Leadership: Proven ability to set vision, inspire teams, and drive organizational change in a global support environment. Customer-Centric Mindset: Deep empathy for enterprise customers, with a track record of building trust and delivering on commitments. Operational Excellence: Expertise in designing and optimizing support processes, metrics, and workflows for scale and efficiency. Technical Acumen: Strong understanding of SaaS architecture, APIs, integrations, and cloud platforms; ability to translate technical concepts for executive audiences. Cross-Functional Influence: Skilled at collaborating with product, engineering, and customer success teams to drive outcomes. Communication: Exceptional written and verbal communication skills, with the ability to simplify complexity and influence at all levels.