Senior Manager, Client Technical Support
Abacus Insights
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
Cloud
About the role
- Lead and mentor a global team of Technical Account Managers ensuring client production environments operate optimally and within SLAs
- Lead and mentor a global team of Incident Managers managing production issues to resolution following incident management processes
- Set performance goals, conduct regular reviews, and support career development
- Oversee daily operations of client technical support team, ensuring SLAs and KPIs are met
- Manage escalations and ensure prompt resolution of complex technical issues
- Coordinate across Product, Engineering, and Client Solutions to resolve client production issues
- Draft, review and publish RCA including 5 Whys analysis and defect elimination plans
- Guide clients through technical implementations, integrations, optimization, and manage client UAT
- Translate complex technical concepts into actionable insights for clients
- Collaborate with product and engineering to influence roadmap based on client feedback
- Develop and refine customer success processes, playbooks, and KPIs
- Identify and implement improvements in support workflows, tools, and documentation
- Drive standardization and automation leveraging tools including GenAI
- Develop and maintain knowledge base articles and self-service resources
- Monitor support metrics and generate reports to inform strategic decisions
- Develop trustworthy client relationships, act as voice of the customer, and drive initiatives to enhance client experience and retention
Requirements
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience)
- 5+ years of experience in technical support, with at least 2 years in a leadership role
- Experience in SaaS, cloud technologies, or enterprise software
- Experience with data analysis
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- Ability to manage multiple priorities and work effectively under pressure
- Proficiency with support tools and platforms (e.g., Zoho Desk, Jira)
- Strong customer service orientation and ability to build trust with clients
- Experience working with cross-functional teams in a fast-paced environment
- High level of project organization, attention to detail, and time management
- Off hours/weekend work occasionally required
- Ability to travel up to 5% of the time
- Preferred: ITIL Foundation Certification