Senior Technical Solutions Leader
21 hours ago
We are seeking a seasoned expert to assume the role of Senior Technical Solutions Leader. This position involves leading technical support and project delivery teams, ensuring timely resolution of complex issues and effective implementation of solutions.
- Serve as the primary point of contact for advanced technical queries, providing prompt resolutions and high-quality support.
- Lead root cause analysis efforts, collaborating with engineering and product teams to drive permanent fixes and process improvements.
- Establish and maintain support standards, authoring comprehensive knowledge base articles and runbooks for internal teams and customers.
- Monitor response and resolution times, implementing measures to exceed customer satisfaction expectations.
- Independently manage full lifecycle technical projects, including client onboarding, integration, platform upgrades, and solution rollouts.
- Define project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
- Provide senior-level project governance, communicating directly with clients and internal leadership to align on scope, timelines, and business outcomes.
- Anticipate project risks, develop mitigation strategies, and oversee scope, timeline, and budget adherence.
- Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business needs.
- Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
- Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
- Analyze historical data to identify systemic issues and opportunities for process optimization.
- Lead initiatives to streamline operations, automate workflows, improve documentation quality, and refine support methodologies.
- Present KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
- 10–15 years of experience in technical support, systems engineering, or customer-facing IT services.
- Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
- Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
- Expertise with project management tools and reporting platforms.
- Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
- PMP, PRINCE2, or equivalent Project Management certification.
- Experience with CRM and ticketing platforms.
- Previous experience in SaaS, enterprise software, or IT infrastructure environments.
- Prior success working with enterprise B2B clients in regulated sectors.
- Strategic problem solver: approaches challenges with critical thinking.
- Operational leader: brings structure, efficiency, and clarity to complex projects and support processes.
- Customer advocate: consistently represents client needs and ensures exceptional service delivery.
- Collaborative influencer: navigates cross-functional dynamics effectively.
- Results-driven professional: takes ownership of outcomes and continually seeks ways to improve performance and customer value.
This role is ideal for a seasoned professional who has grown through hands-on technical roles and evolved into project leadership, and now seeks a strategic, high-impact position with both technical depth and customer-facing influence.
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