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Technical Solutions Leader
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Job Overview:
We seek a skilled, solution-driven professional to fill the role of Senior Customer Support Manager. This hybrid position combines technical expertise with project leadership capabilities to support critical client environments and drive successful implementation of our solutions.
Key Responsibilities:- Serve as the senior escalation point for advanced technical support queries, ensuring timely resolution of high-priority issues with precision.
- Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
- Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
- Monitor service level agreement (SLA) adherence for response and resolution times, implementing proactive measures to exceed customer satisfaction expectations.
- Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.
- Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
- Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
- Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
- Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
- Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.
- Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
- 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.
- Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.
- Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
- Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
- Contribute to internal reviews and planning cycles by presenting key performance indicators (KPIs), trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
- Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.
